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1 <br />2 <br />3 <br />4 <br />5 <br />6 <br />7 <br />8 <br />9 <br />10 <br />11 <br />12 <br />13 <br />14 <br />15 <br />16 <br />17 <br />18 <br />19 <br />20 <br />21 <br />22 <br />23 <br />24 <br />25 <br />26 <br />27 <br />28 <br />13. HANDLING COMPLAINTS <br />13.1 CONTRACTOR shall develop, operate, and maintain procedures for <br />receiving, investigating and responding to provider and Partic-pant <br />complaints, including Civil Rights complaints, requests for COUNTY reviews, <br />negative comments and other complaints relating to services provided under <br />this Agreement. <br />13.2 CONTRACTOR staff shall maintain a log for identification and <br />response to Participants' complaints. When complaints cannot be resolved <br />informally, a system of follow- through shall be instituted which adheres to <br />formal plans for specific actions and strict time deadlines. Responses to <br />complaints should occur within two (2) business days, unless otherwise <br />authorized by ADMINISTRATOR. <br />13.3 For Civil Rights complaints, refer to Subparagraph 8.6.2 of this <br />Agreement. <br />13.4 When CONTRACTOR believes any complaint may have legal implications <br />for CONTRACTOR or COUNTY, CONTRACTOR shall forward such complaint immediately <br />to ADMINISTRATOR prior to responding to the complaint. In the event any such <br />complaint pertains to an injury or property camage, CONTRACTOR shall follow <br />the provisions as set forth in Subparagraph 13.1 of this Agreement. <br />13.5 CONTRACTOR shall provide to ADMINISTRATOR, in a form approved by <br />ADMINISTRATOR, information pertaining to complaints, as well as CONTRACTOR's <br />response to any complaints as described above within ten (10) business days of <br />the complaint. CONTRACTOR shall provide a summary of all complaints and /or <br />negative comments as prescribed and on a format approved by ADMINISTRATOR. <br />Complaints include, but are not limited to, complaints from clients, other <br />COUNTY contracted service providers, community organizations, and the public. <br />13.6 Formal Grievance Process and State Hearing <br />13.6.1 CONTRACTOR shall inform each Participant of his /her <br />(WRR0415) Page 13 of 25 (April 7, 2015) <br />25C -54 <br />