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Consumer Grievance Procedure

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As a consumer of services provided by Council on Aging of Buncombe County, Inc., your rights are very important. Should you have any grievances, complaints, or concerns with the Council’s services, we encourage you to initiate the following grievance procedure:

Step 1:  Attempt to address your grievance directly with the person in question.

Step 2:  If you are unable to resolve the issue in a satisfactory manor, contact the Program Manager or Supervisor of the staff member in question via telephone or in writing.

Step 3:  If you are unable to resolve your problem(s) with one of the methods, above, you have the right to submit a written grievance to the COA Director. The Director will set up a meeting with you and/or your authorized representative within five (5) days of receipt of your grievance.  The purpose of this meeting will be to explain the Council’s policy and resolve your grievance. A written report explaining the results will be mailed to you within five (5) working days.  The Director’s decision is final and binding.

All consumer grievances will be considered serious in nature. Consumers will have the right to privacy; information regarding the consumer, including consumer records, will be kept confidential.

For any questions regarding this procedure, please call (828) 277-8288.

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