W. Va. Code R. § 150-29-8

Current through Register Vol. XLI, No. 50, December 13, 2024

Section 150-29-8 - Complaints

8.1. Complaint Log. The 211 Provider shall keep a complaint log of consumer-reported problems concerning the operations of 211.

8.1.a. The complaint log shall include the complainant's name, address and telephone number, the date and nature of the complaint, the date the complaint is considered resolved, and the disposition of the complaint. Such complaints shall be resolved by the 211 Provider and reported in the complaint log.

8.1.b. Copies of the log shall be sent to Commission Staff and the 211 Collaborative at least quarterly.

8.1.c. The complaint log shall be maintained in electronic format suitable for transmittal as an email attachment or via other electronic means, consistent with federal or state privacy laws.

8.2. Informal complaints regarding the statewide 211 system, filed with the Commission pursuant to C.S.R. § 150-1-6.1, shall be referred to the 211 Provider for response and resolution in accordance with the requirements of said rule.

8.3. Formal complaints regarding the statewide 211 system, filed with the Commission pursuant to C.S.R. § 150-1-6.2, shall be dealt with in accordance with established Commission rules, regulations and orders, including the requirement of an order from the Commission to the 211 Provider to respond to the Commission within ten (10) working days of receipt of a formal complaint.

8.4. The 211 Collaborative shall conduct a quarterly review of formal and informal complaints regarding the provision of 211 statewide and shall take appropriate action to correct legitimate issues identified from the complaints. The 211 Collaborative shall also consider suggestions regarding the statewide 211 system submitted to it by any interested party as part of the 211 Collaborative's quarterly review.

8.5. The 211 Collaborative shall cooperate with representatives of the West Virginia Enhanced 9-1-1 Council regarding matters relating to the statewide 211 system that are of concern to the Enhanced 9-1-1 Council's members.

W. Va. Code R. § 150-29-8