Or. Admin. Code § 407-005-0110 - Customer Service Complaint Procedure
(1) Customers or clients who are dissatisfied
with staff conduct or some aspect of customer services received from Department
personnel or Department contractors may file a customer service complaint with
the Department. Customers or clients verbally expressing dissatisfaction with
customer service will be informed by Department staff of the written customer
service complaint process.
(2) A
customer service complaint must be filed within 60 calendar days from the date
of the event that caused the dissatisfaction. Untimely complaints will not be
processed.
(3) Written customer
service complaints may be filed by:
(a) Postal
mail;
(b) In person at any
Department office; or
(c) By
contacting the Governor's Advocacy Office for assistance in filing a written
customer service complaint.
(4) The Department will assist customers or
clients in completing a customer service complaint in writing at the request of
a customer or client or when Department staff identifies a need for
assistance.
(5) Customer service
complaints will be considered filed on the day the written complaint is
received and date stamped by the Department.
(6) Within five business days of receipt of a
written customer service complaint, filed in a Department office, a copy will
be sent to the Governor's Advocacy Office.
(7) Within two business days of receipt of a
written customer service complaint filed with the Governor's Advocacy Office,
the complaint will be reviewed and sent to the appropriate Department
office.
(8) The Department will
develop a process for tracking filed written customer service complaints. The
tracking process will be utilized to assure compliance with these
rules.
(9) The Department shall
post the customer service complaint process in an easily identifiable format in
each local office of the Department.
Notes
Stat. Auth.: ORS 409.050
Stats. Implemented: ORS 409.010, 411.977
State regulations are updated quarterly; we currently have two versions available. Below is a comparison between our most recent version and the prior quarterly release. More comparison features will be added as we have more versions to compare.
No prior version found.