Or. Admin. Code § 407-005-0115 - Resolution of Customer Service Complaints
(1) Customers, clients, or their
representatives may resolve customer service complaints verbally, by contacting
the involved individual or a manager, or by filing a written customer service
complaint .
(2) Within two business
days of receipt of a written customer service complaint , the Department will
screen the complaint to determine whether the subject matter of the complaint
is subject to review under the customer service complaint process. If the
subject matter of the complaint is not subject to review under the customer
service complaint process, the Department will immediately notify and redirect
the customer or client to the alternative process for addressing the customer's
or client's issue.
(3) There are
four possible levels of written customer service complaint review. At the first
level, the customer service complaint will be reviewed by a first level
manager. If the complaint is not resolved at the first level, further review
will be conducted by a second or third level manager. The Governor's Advocacy
Office will facilitate the final level of review.
(4) For all levels of review and
investigation the following processes and timelines apply:
(a) Within five business days of receipt of a
written customer service complaint , the reviewing manager will review the
customer service complaint . If the written customer service complaint generates
no questions, the reviewing manager may begin investigating the matter before
contacting the complainant. If there are questions regarding the customer
service complaint , the reviewing manager will contact the complainant within
five business days of receipt of the written complaint, to discuss the matter
before taking any action. The reviewing manager must make the following efforts
to contact the complainant:
(A) The reviewing
manager must make at least two attempts to contact the complainant, using the
complainant's preferred method of communication as indicated in the written
complaint. If the complainant does not respond within ten business days from
the date of the last contact attempt, the manager may consider the complaint
closed;
(B) If the complainant does
not specify a preferred method of communication or the reviewing manager cannot
reach the complainant by telephone, the reviewing manager will communicate to
the complainant, in writing, requesting that the complainant contact the
manager.
(b) If
contacting the complainant to gather additional information is required, the
reviewing manager will begin an investigation regarding the issues of the
customer service complaint within five business days from the date of contact
with the complainant. If the outcome cannot be determined within ten business
days from the date of contact with the complainant, the manager will notify the
complainant of the estimated extension of time needed:
(A) A reviewing manager will notify the
complainant of the outcome of the investigation in a manner that complies with
all Department confidentiality and privacy rules;
(B) If the complainant indicates that the
outcome is satisfactory, the reviewing manager will close the
complaint;
(C) At levels one
through three, the reviewing manager will inform the complainant that if the
complainant is dissatisfied with the outcome, the complainant may request the
next level of review within five days of the date of notification of the
outcome. If the complainant requests the next level of review, the reviewing
manager will immediately forward the customer service complaint to the next
reviewing level manager or the Governor's Advocacy Office.
(c) At the fourth level, the Governor's
Advocacy Office will facilitate and issue a final determination and the
complainant will have no further review rights under the Department 's customer
service complaint process.
(5) All customer service complaints, both
resolved and unresolved, will be sent to the Governor's Advocacy Office for
review and follow-up. Follow-up may include contacting the complainant by
telephone or in writing.
(6) These
customer service complaint procedures shall be administered in such a manner as
to protect the confidentiality of client and personnel records.
(7) The Department will maintain records of
all customer service complaints received, including responses and supporting
documentation, for five years from the date the customer service complaint is
closed.
(8) The Department shall
compile a monthly report summarizing each customer service complaint filed. The
report will be available to the public upon request. Customer service
complaints related to Children, Adults and Families Division, Self-Sufficiency
program issues will be provided monthly to the Family Services Review
Commission.
Notes
Stat. Auth.: ORS 409.050
Stats. Implemented: ORS 411.977
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