1. (1) A resident, family member, staff member of a long-term care facility, or other interested individual may submit a complaint regarding the ombudsman program to the office or local area agency.

   1. (a) A complainant shall submit the complaint in writing to the office or local area agency.
   2. (b) A complaint shall include any outcome and relevant action that formed the basis for the complaint.

2. (2) If a complaint is made about a local ombudsman entity, the local area agency shall immediately notify the office. The local area agency program supervisor or director shall:

   1. (a) investigate the complaint within ten business days of receipt of the complaint;
   2. (b) document the nature of the complaint and investigation;
   3. (c) provide a response to the complainant within ten business days following completion of the investigation, including the name and contact information of the ombudsman for an appeal of the decision; and
   4. (d) document any response and notify the office of the response.

3. (3) If a complaint is made about the office, the office shall immediately notify the division director. The division director, or designee, shall:

   1. (a) investigate the complaint within ten business days of receipt of the complaint;
   2. (b) document the nature of the complaint and investigation; and
   3. (c) provide a response to the complainant within ten business days following completion of the investigation and document the response.

KEY: ombudsman, LTCO

Date of Last Change: October 9, 2025

Authorizing, and Implemented or Interpreted Law: 26B-2-3, 42 U.S.C. 3058g, 45 CFR 1324(A)