12 Colo. Code Regs. § 2510-1-10.501
Current through Register Vol. 47, No. 22, November 25, 2024
Section 12 CCR 2510-1-10.501 - CONSUMER COMPLAINTS [Rev. eff. 12/1/10]A. Complaints (including complaints by older adults or by their representatives or caregivers), and complaints by applicants for services (or their representatives or caregivers) shall be resolved at the lowest possible level.B. If the complaint cannot be resolved at the local level, it may be appealed to the SUA.C. Complaints shall be filed in writing with the direct service provider within thirty (30) calendar days of the action or incident giving rise to the dissatisfaction.D. The direct service provider receiving the complaint shall investigate and resolve the complaint. The direct service provider may be the AAA or a contractor of the AAA or SUA.E. Written notice of the resolution shall be sent to the complainant within fifteen (15) working days. This notice shall include:1. A summary of the concern or issue;2. The results of the investigation into the complaint and the service provider's resolution of the concern; and,3. Notification to the complainant of his/her right to appeal the service provider's decision if he/she is dissatisfied with the resolution and instructions for filing such an appeal.F. The provider shall maintain complaint files that include: 2. Investigative notes and findings;3. The resolution of the complaint including any actions taken; and,4. A copy of the written response to the complainant.39 CR 01, January 10, 2016, effective 2/1/2016