Policy

The Department strives to provide services to clients equitably and fairly. Toward that end, clients shall have the opportunity to appeal certain matters via a Fair Hearing Process, and to present other matters to the department via a Grievance Process. The Fair Hearing Process is designed to enable a client who is dissatisfied with certain actions or inactions by the Department or a provider under contract with the Department to present his or her position in an informal hearing and to receive a just and fair decision from an impartial hearing officer based on the facts and applicable policies, regulations, statutes and/or case law. The provisions of 801 CMR 1.01: Formal Rules through 1.03: Miscellaneous Provisions Applicable to All Adjudicatory Proceedings shall not apply to the Department's Fair Hearings. The Grievance Process is likewise designed to offer an informal dispute resolution process for clients.