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Colorado Administrative Code
Department 2500 - Department of Human ServicesDivision 2510 - Services for the Aging (Volume 10; Older Americans Act (OAA) Programs)
Rule 12 CCR 2510-1 - RULE MANUAL VOLUME 10, OLDER AMERICANS ACT (OAA) PROGRAMS
Section 12 CCR 2510-1-10.503 - SERVICE PROVIDER COMPLAINTS AND APPEALS

12 Colo. Code Regs. § 2510-1-10.503

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Current through Register Vol. 47, No. 22, November 25, 2024
Section 12 CCR 2510-1-10.503 - SERVICE PROVIDER COMPLAINTS AND APPEALS
10.503.1Service Provider Complaint [Rev. eff. 12/1/10]
A. Service provider complaints shall be filed in writing directly with the service provider's contracting agency (i.e., the AAA or SUA) within thirty (30) calendar days of the date the incident occurred.
B. The AAA or SUA receiving the complaint shall investigate and resolve the complaint within fifteen working days from the time the agency receives the complaint.
C. If the service provider is a contractor of the AAA, the complaint shall be investigated and resolved by the AAA director.
D. If the service provider is a contractor of the SUA, the complaint shall be investigated and resolved by a designated SUA staff person.
E. Written notice of the resolution shall be sent to the service provider complainant. This notice shall include:
1. A summary of the concern or issue;
2. The results of the investigation into the complaint and the resolution of the concern; and,
3. Notification to the complainant of his/her right to appeal the decision if he/she is dissatisfied with the resolution, and instructions for filing such an appeal.
10.503.2Service Provider Appeal [Rev. eff. 12/1/10]
A. If the service provider or contractor is dissatisfied with the resolution of the complaint, a written appeal may be filed with the SUA Director within ten (10) calendar days of the receipt of the initial decision.
B. The appeal shall be investigated and resolved by the SUA Director or designee. If a designee is selected, a supervisory level designee in the SUA not involved in the original complaint resolution shall resolve the appeal.
C. The SUA Director or designee shall complete a review of the complaint and complaint resolution, including all pertinent documentation or new information that may be available, and provide a written response to the complainant within fifteen (15) working days of receipt of the appeal.

12 CCR 2510-1-10.503

39 CR 01, January 10, 2016, effective 2/1/2016