Making a Complaint about Unsatisfactory Service
from a Public Agency
Date: September 1995
Prepared by: Laura Allen
I have been a client of an agency for four years. Within the
last couple of months it seems that all my services and interactions with my
case manager have fallen apart! Is there anything I can do?
Yes. You can file a complaint. Unfortunately, it is not uncommon
to run into problems or to become dissatisfied with the services you are
receiving. Many people do not even realize that they have a right to complain.
You may address your concerns to the particular agency involved, or through an
independent advocacy group like WPAS.
Won't complaining be a big waste of time? How can I know if it
is worth the trouble?
First of all, be realistic about how much time and energy you
will need to pursue your complaint. Second, determine if the possible results
are worth the time you need to invest in the complaint process. The most time
consuming, yet most important, part of the process will be developing a well
worded and thoroughly documented complaint. Passion is a good motivator but
anger and sarcasm can backfire and even undermine your chances of getting the
results you want.
I want something done as soon as possible. Where do I start?
If you want a speedy resolution, consider going directly to the
person involved. If you are uncomfortable complaining directly to the person
involved, talk to his or her supervisor. Also, you may need to start with
persons in higher authority if you are being denied services based on agency
policies or procedures. Ask if the agency has an internal grievance or complaint
process. If it does, obtain and follow it, being sure to abide by timelines.
If serious complaints are left ignored or unresolved, contact
someone higher up in the agency, such as division directors, quality review
teams, or liaisons. You can also contact WPAS for a referral to an appropriate
local advocacy group. If you are getting no response from a governmental agency,
write to the appropriate elected official at the city, state or federal level.
Call 1-800-562-6000 to find out the names and numbers of your local officials.
Do I have to "put it in writing"?
Not necessarily. You can complain in writing, over the phone, or
in person. Written complaints are generally a more formal way of indicating that
your concern is serious.
If you do decide to complain in writing, consider the following:
Before you write your complaint, make a list of the points you want to cover.
Use short and simple sentences, explain chronologically what happened and what
you did to resolve the situation. State your suggested solutions and an expected
date of response. Make sure you have the correct address and spelling of the
person's name to whom your complaint is being addressed. You may also want to
send a copy of your complaint to others who may be interested. Remember, always
keep a copy for yourself.
I think I'll try voicing my complaint directly to my case manager. Is that a
good idea?
Yes. Initially, most complaints are best communicated
face-to-face. Present yourself as a decent person trying to receive help in
resolving a problem with another decent person.
Before voicing your complaint either face-to-face or over the
phone, make a list of the important points you want to cover. If you meet
face-to-face, bring a pen and paper so you can take notes. If you talk
over the phone, be sure to find out the name, job title, and address of the
person with whom you are speaking. Keep notes of all your phone calls,
including the time and dates of the call.
Finally, when making a complaint, be sure to establish a
deadline by which you expect a response. If a complaint is resolved in your
favor, write a letter of acknowledgement thanking the appropriate people for
their cooperation. Follow up to make sure promised actions are taken. Alert
agency representatives if you notice that the solutions aren't working or being
followed.
This publication is an information service of the
Washington Protection & Advocacy System (WPAS). It provides general information
only and should not be used as legal advice for any specific situation. If you
would like more information about this topic, call us and ask for a Resource
Advocate.
To receive this document in an alternative format,
such as large print or Braille, please call Washington Protection & Advocacy
System (WPAS) at 1-800-562-2702.
WPAS is a member of the National Disability Rights
Network
A substantial portion
of the WPAS budget is federally funded.
Back
To Top Of Page
