| (a) A contact received through an online submission
is automatically loaded in the HEART system and assigned to available
OMCAT staff for action.
(b) A contact received by postal mail, fax, or email
is uploaded to the HEART system and assigned to available OMCAT staff
for action within one business day of receipt.
(c) A call received by OMCAT staff is immediately entered
in the HEART system.
(d) When OMCAT staff begin to review a contact, they
take the following actions:
(1) notify the consumer, the consumer's LAR, or a health
care provider of OMCAT's roles and responsibilities;
(2) explain any referrals to other HHS staff or external
organizations that are recommended;
(3) explain the OMCAT complaint resolution process;
(4) clarify the preferred method and timeline of follow-up
communications; and
(5) provide an estimated timeline in which a response
can be expected.
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