| (a) Complaints regarding matters pertaining to this
chapter shall be made in writing and addressed to the Agency Deputy
Executive Director for review and determination. The written complaint
must include the name and address of the person who filed the complaint
and the subject matter of the complaint.
(b) The Agency shall maintain an information file regarding
each complaint.
(c) If a written complaint is filed with the Agency,
the Agency, at least as frequently as quarterly and until final disposition
of the complaint, shall notify the parties to the complaint of the
status of the complaint unless the notice would jeopardize an undercover
investigation.
(d) The Agency shall provide to the individual filing
the complaint, and to each individual who is a subject of the complaint,
a copy of the Agency's policies and procedures relating to complaint
investigation and resolution.
(e) Any product or service may be removed or temporarily
suspended from the state use program after review and/or investigation
of a filed complaint, if the Agency determines that a CRP is:
(1) providing products that fail to meet specifications;
(2) failing to make a delivery as promised;
(3) making unauthorized substitutions;
(4) misrepresenting merchandise;
(5) failing to make satisfactory adjustments when required;
or
(6) taking unethical actions; or
(7) non-complying with other Agency rules or contract.
(f) A product or service that has been temporarily
suspended may be reinstated by promptly correcting the reason(s) for
suspension. A failure to make the necessary correction promptly may
result in the termination of the CRP's contract with the CNA.
(g) Complaints shall be resolved by the Agency Deputy
Executive Director.
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