Client & Caregiver Complaint Policy

This policy aligns with ethical requirements established by the Behavior Analyst Certification Board and applicable state and federal regulations governing service providers.

Scope: This policy applies to complaints made by parents or legal guardians, clients (when developmentally appropriate), caregivers, school personnel, interdisciplinary team members, and authorized representatives.

Complaints may relate to, but are not limited to: quality of services, staff conduct, professional communication, scheduling concerns, documentation concerns, safety issues, billing concerns, and ethical concerns.

Non-Retaliation

No client, parent, caregiver, or team member shall experience retaliation for submitting a complaint in good faith.

Services shall not be reduced, terminated, modified, or otherwise impacted as a result of filing a complaint.

Complaint Submission Process

Complaints may be submitted in writing (using the official Complaint Form), by email, in person, or by phone (followed by written documentation by the organization).

All complaints shall be documented in writing and logged upon receipt. Assistance will be provided if a complainant requires help completing the complaint form.

Review and Resolution Process

All complaints are logged upon receipt. The Clinical Director or designated administrator reviews the complaint. An initial response is provided within five (5) business days. An investigation is conducted when necessary. A written resolution summary is provided to the complainant.

If the complaint involves clinical decision-making, the supervising analyst will participate in the review. If the complaint involves ethical concerns, review will follow procedures consistent with standards established by the Behavior Analyst Certification Board. Corrective action plans will be implemented and documented when required.

External Reporting

Complainants may also contact the State Medicaid agency (if applicable), licensing agencies, funding sources, or the Behavior Analyst Certification Board for concerns regarding credentialed professionals. Contact information shall be made available upon request.

Confidentiality

All complaints will be handled confidentially in accordance with HIPAA and applicable privacy laws. Information will be shared only with individuals directly involved in reviewing and resolving the complaint.

Record Retention

All complaints, investigative materials, and resolution documentation shall be maintained in administrative records in accordance with record retention requirements.