Client Concerns and Complaint Resolution Policy

If you are not satisfied with any aspect of your services at Kennebec Counseling, you have the right to file a complaint. You may begin by discussing the issue with your treating provider or requesting to speak with a supervisor. Our staff and leadership are committed to addressing and resolving concerns informally whenever possible.

All verbal or written complaints will be addressed within 48 hours. If appropriate, a formal written response to your complaint will be provided within 30 days of the initial complaint.
If you are not satisfied with the resolution provided through informal channels, you have the option to file a formal grievance.

Grievances

All grievances must be submitted in writing. You may write your grievance in letter form or use the Grievance Form, which is available from any Kennebec Counseling staff member.

• Filing Process: Formal grievances should be filed with the Practice Manager. The Practice Manager will appoint a "Complaint Officer" to review the grievance, investigate the circumstances, and provide a written response detailing the findings.

• Response Time: A formal written response will be provided within five (5) days, excluding weekends and holidays. If additional time is needed to investigate the grievance thoroughly, a five (5) day extension will be granted, and you will be notified of the delay.

• Appeal Process: If you are unsatisfied with the findings at the first level, you may appeal the decision to the Department of Health and Human Services. The appeal must be filed within ten (10) days, excluding weekends and holidays. The Practice Manager or their designee will forward copies of your appeal to the Department of Health and Human Services.