1. A. A commercial ambulance service licensed by SOCALR shall:

   1. (1) Have a written procedure for responding to complaints about service;
   2. (2) Provide a copy of its complaint procedure to any person upon request; and
   3. (3) Notify each complainant of the right to file a complaint with SOCALR if not satisfied with the response of the commercial ambulance service.
2. B. Any person may file a complaint about a commercial ambulance service with SOCALR.
3. C. SOCALR may ask a commercial ambulance service to explain a complaint before SOCALR takes further action on it.
4. D. A complaint not covered by this subtitle may be referred by SOCALR to other appropriate parties for investigation and action.

5. E. A commercial ambulance service shall:

   1. (1) Send SOCALR any written complaint made to the commercial ambulance service alleging a potential violation of the Maryland Medical Protocols for Emergency Medical Providers within 5 days of receipt by the commercial ambulance service;
   2. (2) Send SOCALR within 14 days a written report of the investigation by the commercial ambulance medical director;
   3. (3) Notify SOCALR within 72 hours of receiving a written complaint alleging a potential violation of Education Article, §13-515, Annotated Code of Maryland, or this subtitle;
   4. (4) Forward applicable complaints within 5 days of receipt;
   5. (5) Attach a written explanation of the ambulance service's position on the complaint; and
   6. (6) Explain the current status of the complaint.

6. F. A commercial ambulance service may not retaliate against an employee because the employee:

   1. (1) Makes a complaint under this subtitle; or
   2. (2) Participates in a proceeding under this subtitle.
7. G. SOCALR does not have jurisdiction over and may not take action on complaints that relate solely to billing matters.

Authority: Education Article, §§13-508 and 13-515, Annotated Code of Maryland

Effective date: October 12, 1992 (19:20 Md. R. 1816)

Chapter recodified from COMAR 14.22.09 to COMAR 30.09.09, August, 1997

Regulations .01—.05, BLS Service, repealed effective January 10, 2000 (26:27 Md. R. 2017)

Regulations .01—.10, Enforcement, adopted effective January 10, 2000 (26:27 Md. R. 2017)

Regulation .03J, K amended and L adopted effective October 15, 2004 (31:20 Md. R. 1486)