1. Any client or member of the general public has the right to file a
complaint in writing about CCC’s policies, procedures, (re: denial,
termination, or reduction in services) or the performance of its staff
members. Any adverse action by CCC will not be taken until a complaint is
resolved.
2. If complaints are made regarding denial, termination, or reduction in
services the complainant must follow the Department of Health and Human
Services procedure.
3. If the complainant is not satisfied with the decision made by CCC or
CCC Advisory Council Committee she/he may appeal to the executive director
of Southern Maine Agency on Aging and the appropriate Council Committee.
· CCC’s director will respond verbally or in writing to all written
complaints within the aforementioned categories within two business weeks of
their receipt.
· If the complainant requests a hearing, or if CCC's director deems a
hearing appropriate, one will be set up at the convenience of the
complainant.
· The complainant is welcome to speak for her/himself or to be
represented by spokesperson of her/his choice.
· A hearing shall always be held if the complaint involves an adverse
action on the part of CCC that affects a client’s services.
· If the complainant fails to appear at the first hearing, she/he is
allowed to reschedule the hearing no more than one time.
· The rescheduled hearing must take place within two business weeks of
the date of the original hearing.
· If the complainant fails to appear at the second hearing, the original
decision will be final.
· After the hearing, the complainant will be informed in writing of
CCC's decision within two business weeks of the hearing and given the
opportunity to appeal to CCC's Advisory Council.
· The Chair of the CCC Advisory Council shall designate a Council
Committee to hear the complaint and a hearing will be set up at the
convenience of the complainant.
· The complainant and the CCC director will have the opportunity to
address the complaint from each perspective.
· After listening to both sides, the CCC Advisory Council Committee will
either make a decision or refer the complainant to the full Board of
Directors of Southern Maine Agency on Aging, CCC's parent company.
· In either case, the action taken by the CCC Advisory Council Committee
will be made in writing to the complainant within two business weeks of the
Council hearing.
