NCCCO Administrative Complaints Policy
NCCCO is committed to a policy of courteous, fair and efficient interactions with all program participants. Nevertheless, from time to time, individuals may have complaints of an administrative nature involving dissatisfaction with NCCCO services or the conduct of an NCCCO employee. Such complaints may include, without limitation, not adhering to published policies or not responding to inquiries in a timely manner.
In the first instance, individuals are encouraged to discuss their concerns with NCCCO staff in an effort to resolve the matter directly. In instances where a reasonable resolution cannot be reached, individuals may wish to lodge a formal complaint under this policy.
NCCCO’s administrative complaints are handled by the Customer Service Department; provided, however, that a staff member who is the subject of a complaint may not be involved in any decisions regarding that complaint. A formal administrative complaint should be submitted within two (2) weeks of the incident’s occurrence. Formal complaints must be submitted in writing (via email, facsimile, or postal mail), addressed as follows:
Manager—Customer Service Department
2750 Prosperity Ave, Suite 505
Fairfax, VA 22031
Formal complaints must include the following:
- Complainant name, address, phone number, and email address
- Nature and details of the complaint
- Sufficient information to allow for an investigation and response
It is the policy of NCCCO to respond to complaints in an equitable, objective and unbiased manner. NCCCO recognizes that complaints can stimulate organizational improvements. Complaints are addressed in a timely manner and the complainant is kept reasonably informed throughout the process; however, unreasonable complainant conduct is not allowed to become a burden. To the extent possible, personal information related to complaints is kept confidential.
As appropriate, an administrative complaint may be escalated to the appropriate body within NCCCO, including the Program Integrity Team or an NCCCO committee. In other cases, a complaint may be addressed by NCCCO staff, under the guidance of the Manager of Customer Service. In such cases, a resolution will be communicated to the complainant within 30 days.
Any determination or disposition of an administrative complaint by staff is appealable to the Director of Administration. Any determination of a complaint by an NCCCO body within NCCCO is appealable pursuant to the terms of NCCCO’s Appeals Policy.