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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 />suspected, CONTRACTOR staff shall inform the appropriate designated COUNTY <br />staff within 48 hours of awareness of any suspected fraud. <br />13. HANDLING COMPLAINTS <br />13.1 CONTRACTOR shall develop, operate, and maintain procedures for <br />receiving, investigating and responding to complaints. <br />13.2 CONTRACTOR staff shall maintain a log for identification and <br />response to complaints. When complaints cannot be resolved informally, a <br />system of follow-through shall be instituted. Responses to complaints should <br />occur within two (2) business days, unless otherwise authorized by <br />ADMINISTRATOR. <br />13.3 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. <br />13.4 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, except as provided for in Subparagraph 13.3. CONTRACTOR shall <br />provide a summary of all complaints as prescribed and on a format approved by <br />ADMINISTRATOR. Complaints include, but are not limited to, complaints from <br />Participants, other COUNTY contracted service providers, community <br />organizations, and the public. <br />13.5 Formal Grievance Process and State Hearing <br />13.5.1 CONTRACTOR shall inform each Participant of his or her <br />State Hearing and Civil Rights, and of his or her right to request a review by <br />a COUNTY worker of a grievance should the Participant disagree with an action <br />made by CONTRACTOR. <br />13.5.2 Grievance Rights and Civil Rights notices, in multiple <br />languages, shall be posted in WTW office(s) where all Participants can <br />(WRR0216) <br />Page 13 of 26 <br />(April 4, 2017) <br />