Complaints, Grievances, and Appeals

Goal - why is this important to us?

Dawn Farm recognizes that all individuals have a right to raise or submit complaints or grievances, as well as the right to appeal any actions or decisions arising out of a complaint or grievance. Dawn Farm also recognizes that complaints and grievances are important not only to maintain the integrity of the organization, but also as a way of gaining valuable feedback about areas and ways in which the quality of services provided may be improved

Ingredients - what do I need to get started?

An understanding of the following definitions:

• Appeal: A request for a review of an action or decision made in response to a complaint or grievance.
• Complaint: The raising or submission of an issue to Dawn Farm for resolution.
• Formal Complaint or Grievance: Complaints or grievances submitted in writing to Dawn Farm.
• Grievance: An expression of dissatisfaction to Dawn Farm about any matter related to services received.
• Protected Health Information: Medical, behavioral, and mental health information that is individually identifiable and that is transmitted in any form or medium.

Timeframe - about how long will this take?

N/A, unless submitting a complaint or grievance

Contacts - who do I need to let know?

Program Coordinator for your site

Steps - what do I do?

If a client wishes to submit a complaint, they have 3 options (more information and complaint forms can be found at the bottom of this page)-

1. Talk with staff about your complaint and see if there is a solution or agreement that would be satisfactory to you.
2. Put your complaint in writing by using the form posted at every treatment site.
3. Speak with our Recipient Rights Advisor at any time.

Follow-up - what loose ends do I need to wrap up?

If a formal complaint has been submitted, Program Coordinator will follow up and respond to complaint within 14 days and provide written response to client.

Formal complaints will also be submitted after resolution to Project Manager for record keeping.

A more detailed policy regarding Complaints, Grievances, and Appeals can be found on this page: Detailed Complaints and Grievances

Documents