Consumer Complaints Report

Submitted by admin on Tue, 05/04/2021 - 15:37
Policy: 

On January 15 and July 15 of each year, F/EA provides a summary report of the number and types of complaints and grievances filed by or on behalf of consumers. F/EA also reports how each grievance and complaint has been resolved.

The Consumer Complaints Report is produced by the <<Staff Title>> and verified and submitted to Program Administrator by the <<Staff Title>> 

Procedure: 
  1.  Review complaint log (see Assess, Categorize and Maintain a Log of Complaints and Grievances)
  2. Produce report showing all complaints, the date of the complain and the resolution (if any) for the period being reported
  3. Provide report to <<insert staff title>> for review
  4. <<insert staff title>> compares report to complain log to check for accuracy
  5. Any discrepancies are identified and resolved
  6. <<insert staff title>> dates and initials a copy of the report after it is verified accurate
  7. The quality checked copy of the report is stored <<insert an appropriate place to store the report>>
  8. Original report is submitted to program administrator via <<insert the process used to submit the report to program administrator, such as fax, email or mail.>>
  9. <<insert email address, fax number or mailing address to which report is submitted>>
  10. Program administrator provides feedback on submitted report
  11. <<insert staff title>>develops corrective action plan for any feedback provided by program administrator
Internal Controls: 

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

  1. All complaints and grievances are electronically recorded in F/EA’s secure payroll and customer service system immediately upon receipt
    • Formal complaints and grievances are recorded with code “X"
  2. Semi-annually, <<Staff Title>> runs report on formal complaints
    • <<Staff Title>> reviews results of report, resolving discrepancies as necessary
    • <<Staff Title>> signs and dates report
  3. <<Staff Title>> reviews report for accuracy
    • <<Staff Title>> signs and dates report
  4. Report is stored electronically for 7 year per File Retention Policy