R500-4-3. Receiving and Processing Complaints

(1)(a) For a complaint to be accepted by the ombudsman, a complainant must file a complaint with the ombudsman no later than nine months from the date of any alleged circumstance that led to the complaint. (b) If the office director determines that there is a legitimate complaint filed more than nine months after the alleged circumstance, the office director may direct the ombudsman to accept and investigate the complaint. (2) The complainant may file a complaint by: (a) filling out and submitting the online complaint form at dhhs.utah.gov/office-of-ombuds/congregate%20care%20ombuds/; (b) emailing the complaint to dhhscustomerexp@utah.gov; (c) calling the ombudsman at 801-538-4580; or (d) mailing the complaint to: Multi-Agency State Office Building, Utah Department of Health and Human Services, Office of Ombudsman - 1st Floor 195 N. 1950 West, Salt Lake City, UT 84116 (3) Each complaint shall include: (a) a summary of any alleged circumstance that led to the complaint; (b) the name of any person involved in the complaint; (c) a summary of any action already taken by the complainant to resolve the complaint; and (d) the anticipated outcome the complainant is seeking. (4) If a complaint does not include the information in Subsection (3), the ombudsman shall attempt to contact the complainant to request more information. (5) The ombudsman shall prioritize any complaint alleging any: (a) act or omission that places a child's health or safety at risk; or (b) behavior that could cause serious emotional or bodily harm to any person.