1. (a) Purpose and scope of the customer complaint process. The customer complaint process provides OCA customers an opportunity to raise concerns about the OCA services they receive and to request a review by OSDH. The process is available to OCA customers and clients, client relatives and associates, employees of other OKDHS programs, providers, and any other OCA customers.
2. (b) Procedure.
3. (1) Any customer who is dissatisfied with or has a concern about OCA services, practices, or procedures, or who considers the action or inaction of an OCA employee to be improper or discourteous, submits a written complaint detailing their concerns to OSDH. The complaint is sent either electronically to OCA or by regular mail to Oklahoma State Department of Health, Office of Client Advocacy, 123 Robert S. Kerr Ave., Oklahoma City, OK 73102.
4. (2) OSDH will review the complaint and informs the complainant of the results of the review within twenty (20) business days after receipt of the complaint.

<div><span style="font-family: Arial; font-size: 12pt;">Transferred from 340:2-3-26 by SB 1709 (2024), eff 11-1-24</span></div>

<div>Amended at 42 Ok Reg, Number 7, effective 11-1-24 (emergency)</div>

Amended at 42 Ok Reg, Number 22, effective 8-11-25