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Regulation Number: CSL-RGB-021. Client Complaint Resolution.
021.1. Client Complaint Handling:
- Certificants and licensees shall establish a structured process for receiving, documenting, and addressing client complaints promptly and professionally. At no point shall a CSL provider publicly go back and forth with a client on social media or any other platform. Grievances shall be handled directly and promptly.
021.2. Accessibility:
- Certificants and licensees shall ensure that clients have access to a designated complaint submission channel, which may include a complaint form, email, or phone line.
021.3. Acknowledgment of Complaint:
- Upon receiving a client complaint, certificants and licensees shall promptly acknowledge receipt and inform the client of the expected timeframe for resolution.
021.4. Investigation and Resolution:
- Certificants and licensees shall thoroughly investigate each client complaint, identifying the underlying issues and seeking a fair and reasonable resolution in accordance with CSL Therapy’s standards of care.
021.5. Chain of Command:
- In cases where complaints cannot be satisfactorily resolved at the initial level, certificants and licensees shall establish a clear chain of command for escalating issues to higher authorities within the organization or to CSL Therapy.
021.6. Client Communication:
- Certificants and licensees shall maintain open and transparent communication with the complaining client throughout the resolution process, providing regular updates on the status of the complaint.
021.7. Continuous Improvement:
- CSL Therapy encourages certificants and licensees to use client complaints as opportunities for continuous improvement in service delivery and standards of care.
Failure to comply with this Patient Privacy/Confidentiality & Public safety regulation may result in disciplinary actions by CSL Therapy, including but not limited to certification or licensure suspension or revocation, dismissal fines, and incarceration in accordance with CSL Therapy’s disciplinary policies and procedures.
This regulation shall be effective as of [September 18, 2023] and shall remain in effect until revised or updated by CSL Therapy.
