Common use of Grievance and Complaint Procedures Clause in Contracts

Grievance and Complaint Procedures. The vendor shall develop and implement established grievance and complaint procedures to process and resolve client dissatisfaction with services. The vendor will work with the lead agency to ensure compliance with Recipient Grievance Procedures, Appendix D, Department of Elder Affairs Programs and Services Handbook to address complaints regarding the termination, suspension or reduction of services, as required for receipt of funds. The Department of Elder Affairs Programs and Services Handbook can be found at: xxxxx://xxxxxxxxxxx.xxx/our-network/. Complaint procedures shall address the quality and timeliness of services, vendor and direct service worker complaints, or any other complaints not related to termination, suspension or reduction in services which require the grievance process as described in Appendix D, Department of Elder Affairs Programs and Services Handbook. The complaint procedures shall include notification to all clients of the compliant procedures and include tracking the date, nature of complaint, and the determination of each complaint. A complaint log must be kept on file for review during AAAPP monitoring.

Grievance and Complaint Procedures. The vendor shall develop and implement established grievance and complaint procedures to process and resolve client dissatisfaction with services. The vendor will work with the lead agency Lead Agency in Pasco County, Community Aging and Retirement Services (CARES), to ensure compliance with Recipient Grievance Procedures, Appendix D, Department of Elder Affairs Programs and Services Handbook to address complaints regarding the termination, suspension or reduction of services, as required for receipt of funds. The Department of Elder Affairs Programs and Services Handbook can be found at: xxxxx://xxxxxxxxxxx.xxx/our-network/. Complaint procedures shall address the quality and timeliness of services, vendor provider and direct service worker complaints, or any other complaints not related to termination, suspension or reduction in services which require the grievance process as described in Appendix D, Department of Elder Affairs Programs and Services Handbook. The complaint procedures shall include notification to all clients of the compliant procedures and include tracking the date, nature of complaint, and the determination of each complaint. A complaint log must be kept on file for review during AAAPP monitoring.