(c) Complaints against ombudsman representatives — Regional staff or volunteers.

1. (1)

   1. (A) Complaints about a paid or volunteer ombudsman shall be in writing and directed to the Regional Ombudsman.
   2. (B) The nature of the complaint and the investigation shall be promptly documented.
   3. (C) The Regional Ombudsman shall inform the State Long-Term Care Ombudsman of any grievances filed against an ombudsman representative.

2. (2)

   1. (A) The Regional Ombudsman shall investigate the complaint and provide a written response to the complainant at the conclusion of the investigation.
   2. (B) The investigation shall be initiated within seven (7) calendar days from receipt of the written complaint.
   3. (C) The response to the complainant shall be sent within thirty (30) calendar days of receipt of the complaint when practicable.
   4. (D) The Regional Ombudsman’s written response to the complainant shall include the phone number of the Office of the State Long-Term Care Ombudsman, along with instructions on sending the matter to the next level, in the event the complainant is not satisfied with the outcome of the investigation.

3. (3)

   1. (A) An individual who filed a grievance and is dissatisfied with the decision of the Regional Ombudsman may file a written request for review with the State Long-Term Care Ombudsman within thirty (30) calendar days of the decision.
   2. (B) The State Long-Term Care Ombudsman shall respond in writing to the written request for review within forty-five (45) calendar days of receipt of the request when practicable.
   3. (C) The decision of the State Long-Term Care Ombudsman is final and cannot be appealed.

(d) Complaints against Regional Ombudsmen.

1. (1)

   1. (A) Complaints about the Regional Ombudsman shall be in writing and directed to the State Long-Term Care Ombudsman.
   2. (B) Complaints received by the area agency on aging or the provider agency shall be forwarded on to the State Long-Term Care Ombudsman.
2. (2) The nature of the complaint and the investigation shall be promptly documented.
3. (3) The State Long-Term Care Ombudsman shall inform the area agency on aging or provider agency of any grievances filed against a Regional Ombudsman.

4. (4)

   1. (A) The Office of the State Long-Term Care Ombudsman shall investigate the complaint and provide a written response to the complainant.
   2. (B) The investigation shall be initiated within seven (7) calendar days from receipt of the written complaint.
   3. (C) The response to the complainant shall be sent within thirty (30) calendar days of receipt of the complaint when practicable.
5. (5) The decision of the State Long-Term Care Ombudsman is final and cannot be appealed.

(e) Complaints against state ombudsman staff.

1. (1)

   1. (A) A complaint about the State Long-Term Care Ombudsman staff shall be in writing and directed to the State Long-Term Care Ombudsman.
   2. (B) The nature of the complaint and the investigation shall be promptly documented.

2. (2)

   1. (A) The State Long-Term Care Ombudsman shall begin the investigation within seven (7) calendar days from receipt of the written complaint.
   2. (B) The State Long-Term Care Ombudsman shall provide a written response to the complainant within thirty (30) calendar days of receipt of the complaint when practicable.

3. (3)

   1. (A) An individual who filed a grievance and is dissatisfied with the decision of the State Long-Term Care Ombudsman may file a written request for review with the Director of the Division of Aging, Adult, and Behavioral Health Services of the Department of Human Services.
   2. (B) The director shall provide a written response to the written request for review within sixty (60) calendar days of receipt of the request when practicable.

(f) Complaints against the State Long-Term Care Ombudsman.

1. (1) A complaint about the State Long-Term Care Ombudsman shall be in writing and directed to the director.
2. (2) The nature of the complaint and the investigation shall be promptly documented.

3. (3)

   1. (A) The director shall begin the investigation within seven (7) calendar days from receipt of the written complaint when feasible.
   2. (B) A written response to the complainant shall be sent within thirty (30) calendar days of receipt of the complaint when practicable.
4. (4) The decision of the director is final and cannot be appealed.