Legal Aspects Manual

0130.010.15 Resolution of Complaints

IM-59 June 15, 2023; IM-73 June 2, 2022

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. Attempt to resolve the concerns immediately through discussion with the participant; otherwise, provide a resolution within 30 business days of receiving the complaint.

All complaints should be discussed with the immediate supervisor, even if the complaint was resolved. If the complaint cannot be resolved during the first contact with the participant, the complaint should be discussed with the immediate supervisor before any action is taken.