Complaint Process

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We are committed to building strong partnerships with consumers and their families. Our goal is to be responsive to consumer needs, and to clearly communicate options for our consumers and families. A number of formal processes have been established for responding to concerns or complaints related to services that are provided by NLACRC or our service providers.

Rights Violation Complaints

The Consumer Rights/Section 4731 Complaint Process is a mechanism to be used when an individual consumer, or any representative acting on behalf of a consumer, believes that any right has been wrongly or unfairly denied by a regional center, developmental center, or a service provider. This process is not to be used by consumers to resolve disputes about eligibility, or the nature, scope, or amount of services.  

The regional center has published a complaint form that explains the process. This information is provided to consumers, and where appropriate, families, during routinely scheduled individual program planning (IPP) meetings and individual family service plan
(IFSP) meetings by the Consumer Services Coordinator (CSC).

The intent of the Rights Violation Complaint Process is to provide a meaningful resolution when a rights violation has been substantiated, and attempt to prevent similar violations from occurring again.

For Regional Center clients from birth to 36 months, complaints are submitted to DDS.

For Regional Center clients age 3 and older, complaints are submitted to NLACRC.

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Fair Hearings

Fair Hearing Process: A request for a fair hearing is a formal request to resolve a dispute with the regional center regarding eligibility, nature, scope or amount of services and supports. This process is not to be used to resolve issues involving a denial of consumer rights. 

For Regional Center clients from birth to 36 months, requests are submitted to the Office of Administrative Hearings

For Regional Center clients age 3 and older, requests are submitted to NLACRC.

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Whistleblower Policies

NLACRC has a board-approved Whistleblower policy for vendors, contractors and others, and one for employees and board members.

NLACRC Whistleblower Policy for employees and board members (Link to policy)

  • An “improper regional center activity” means an activity by a regional center, or an employee, officer, or board member of a regional center, in the conduct of regional center business, that is a violation of a state or federal law or regulation; violation of contract provisions; fraud or fiscal malfeasance; misuse of government property; or constitutes gross misconduct, incompetency, or inefficiency.

NLACRC Whistleblower Policy for vendors, contractors, and others (Link to policy)

  • An “improper vendor/contractor activity” means an activity by a vendor/contractor, or an employee, officer, or board member of a vendor/contractor, in the provision of DDS funded services, that is a violation of a state or federal law or regulation; violation of contract provisions; fraud or fiscal malfeasance; misuse of government property; or constitutes gross misconduct, incompetency, or inefficiency.

DDS’s Whistleblower Complaint Process (Link to DDS website)

DDS also has a process for handling whistleblower complaints regarding alleged improper activity by regional centers or vendors/contractors. You may refer to the Department of Developmental Services (DDS) webpage for information on how to file a Whistleblower or other complaint with DDS. 


 

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