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Client Grievance


The purpose of DRWV’s grievance procedure is to provide a system for resolving complaints concerning denial of services or the quality of services.

General

  • All steps may be done orally or in writing.
  • You are encouraged to begin your complaint at Step 1; however, if you do not wish to do so, you may begin at Step 2.
  • It is the responsibility of DRWV to keep a written record of all grievances received and action taken on grievances.
  • You have the right to have someone help you with this grievance process.

The grievance procedure is as follows:

  1. Discuss your complaint or grievance with the DRWV employee assigned to assist you. The employee will respond in writing to you within 5 business days of your discussion.
  2. If you are not satisfied with the employee’s response, contact the employee’s supervisor within 15 business days of the employee’s response. The supervisor will respond to your complaint in writing within 10 business days of when your complaint is received.
  3. If you are not satisfied with the supervisor’s response you may take your grievance to the Executive Director within 15 business days of receiving the written response. The Executive Director will respond to your complaint in writing within 10 business days of when your complaint is received.
  4. If you are not satisfied with the Executive Director’s response, you must notify the Executive Director within 15 business days that you wish to file a grievance with the DRWV Board of Directors (BOD). The Executive Director must notify the President of DRWV’s BOD in writing within 5 business days of receiving your complaint that a grievance is being filed with the BOD and send a copy to you.

The Executive Committee of DRWV’s BOD is responsible to appoint an ad hoc Grievance Committee to investigate your grievance and responses to it. After review, the Grievance Committee will provide its decision to DRWV’s BOD for consideration and action. The BOD President will respond to you in writing within 30 business days of receiving your grievance from the Executive Director. The decision of the BOD is final.