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Neighborhood Legal Services - Buffalo NY May 15, 1996 §1621 CLIENT GRIEVANCE PROCEDURE A notice shall be posted in the waiting room of Neighborhood Legal Services, Inc. in English and Spanish notifying prospective clients at the time of their initial visit about how to make a complaint pursuant to the procedures established herein. In the event that a client is denied our services or in the event that a client is dissatisfied by the services rendered, s/he shall have the right to complain first to the supervising attorney of the unit where the grievance arose within ten (10) business days. The supervising attorney shall investigate the complaint, resolve it if possible and forward the complaint, if written, or a written description of the complaint and a written description of the resolution to the executive director. If the complainant is dissatisfied with the supervising attorney's resolution, or if the complaint involves the supervising attorney, the complainant shall have the right to complain to the executive director who shall, within ten (10) business days, note the specifics of the complaint and investigate and attempt to resolve the complaint. If the complainant is dissatisfied with the executive director's resolution, or the complaint involves the executive director, the complainant shall have the right to submit a written complaint to the President of the Board of Directors of Neighborhood Legal Services, Inc., who shall, within thirty (30) business days, attempt to resolve it and/or refer the complaint to the Client Grievance committee of the Board of Directors. The Client Grievance Committee shall meet within thirty (30) business days of receiving the complaint. The complainant shall be given the opportunity to appear before the Client Grievance Committee and may submit an oral and/or written statement. The complainant may be accompanied by another person. Upon request, the Board shall transcribe a brief written statement, dictated by the complainant, for inclusion in the complainant's complaint file. A written decision addressing the complaint shall be issued within ton (10) business days of the meeting by the Client Grievance Committee.* A file concerning every complaint and a statement of the disposition shall be preserved for examination by the Legal Services Corporation and shall include any written statement by the complainant. * Where the client complaint arises out of a program sponsored by the New York State Commission on Quality Care (CQC), the client must be advised that s/he has the right to complaint to the CQC. |
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