FILE A COMPLAINT
Purpose
This policy establishes a clear and fair process for addressing client complaints at Abide Network. It ensures that all complaints are managed respectfully, promptly, and professionally, aligning with the organization’s commitment to providing ethical and high-quality services.
Policy
Abide Network is dedicated to maintaining the highest standards of professionalism and client care. Clients have the right to voice concerns about the services they receive. All complaints will be addressed promptly and confidentially, ensuring an equitable resolution that upholds the integrity of the network.
Procedure
Step 1: Submission of Complaint
1. Method of Submission:
Clients may submit complaints through:
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Online Form (see below)
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Email: contact@abide.network
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Phone: Leave a message for the Client Relations Team at (215) 233-1286
2. Details Required:
Clients should include the following information:
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Full name and contact information
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Date of service and provider name
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Description of the issue or concern
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Desired resolution (if applicable)
Step 2: Acknowledgment
1. Timeline:
Abide Network will acknowledge receipt of the complaint within 2 business days via email or phone.
2. Point of Contact:
The Client Relations Team will assign a designated staff member to manage the complaint.
Step 3: Investigation
1. Information Gathering:
The assigned staff member will:
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Review all relevant documentation and communication.
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Interview the involved provider(s) and, if necessary, the complainant.
2. Timeline:
The investigation will be completed within 10 business days from the acknowledgment of the complaint.
Step 4: Resolution
1. Outcome Determination:
Following the investigation:
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If the complaint is valid, appropriate corrective actions will be taken (e.g., additional training for providers, service adjustments, or apologies).
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If the complaint is unfounded, the client will receive a clear explanation.
2. Communication with Client:
The complainant will receive a written response outlining:
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Findings of the investigation
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Steps taken to address the concern (if applicable)
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Any further actions available to the client
Step 5: Appeals Process
1. Client Option to Appeal:
If the client is dissatisfied with the resolution, they may submit an appeal within 10 business days of receiving the response.
2. Appeals Review Team:
A separate team of senior staff members will review the appeal and issue a final decision within 10 business days.
Step 6: Documentation and Follow-Up
1. Record Keeping:
All complaints, investigations, and resolutions will be documented and stored securely in Abide Network’s internal system.
2. Follow-Up:
The Client Relations Team will follow up with the complainant within 30 days to ensure satisfaction and address any lingering concerns.
Confidentiality
All complaints will be handled confidentially to protect the privacy of the complainant and any involved providers.
Non-Retaliation
Clients will not face retaliation for submitting a complaint. Abide Network values constructive feedback and is committed to continuous improvement.
Effective Date: January 1, 2025
Reviewed by: Jennifer Schwirzer
If you have any questions about this policy, please contact the Client Relations Team at contact@abide.network or call (215) 233-1286.