Grievance and Complaint Policy

I. Purpose 

To provide an orderly procedure to handle complaints/grievances for the consumers of the North Country Center for Independence.

II. Policy

It is the intent of the North Country Center for Independence to be fair and without prejudice to all consumers.

III. Procedure

a. Discussion with the Executive Director: Complaints may be brought to the Executive Director either verbally or in writing. The Executive Director shall respond to the complaint/grievance orally within 10 days.

b. Formal (written) Grievance: If the issue is not resolved to the satisfaction of the consumer, the consumer may present a written and signed grievance to the Executive Director. The consumer will be informed of any recommendation of the Executive Director in writing within 10 days of receiving the complaint.

c. Appeal: The ultimate appeal will be to the Board of Directors of the North Country Center for Independence. All appeals will be made in writing to the NCCI Board of Directors President. The Board of Directors shall respond to the appeal within 45 days.

IV. Rules

a. Any grievance/complaint should be submitted within 20 days of the offending event. All appeals should be submitted within 20 days of receipt of prior decision.

b. The grievance/complaint should contain a statement of the (1) specific problem; (2) the requested solution; (3) Date.

c. The grievance/complaint should consider effects to other consumers.

d. The grievance/complaint must be within the power of the North Country Center for Independence.

e. The grievance/complaint must be within the limitations of the law.