Staff must provide the information necessary to resolve complaints received from the participant, their representative, or other concerned persons.
Staff may receive the complaint directly. They may be able to resolve the problem immediately through discussion with the participant. If staff resolve the problem, the fact that a complaint was made and the nature of the complaint should be discussed with the immediate supervisor. If staff cannot satisfy the participant immediately, the complaint should be discussed with the immediate supervisor before any action is taken.
Each complaint should be reviewed by the person who receives the complaint and routed through the first line supervisor to the staff responsible for the case. Staff, in consultation with their immediate supervisor, will decide what action is necessary and will take that action. This decision should then be routed back to the person who received the complaint. It is this person’s responsibility to reply to the participant.