In the course of accrediting peer recovery support services programs, it is likely that complaints, disagreements, and potential conflicts of interest will surface. In the spirit of continuous improvement, CAPRSS will respond to concerns through a formal process that is fair, balanced, and comprehensive. Further, CAPRSS maintains a “no retaliation” policy, ensuring that anyone issuing a final complaint or engaged in whistle-blowing activity will not suffer retribution from the organization.
CAPRSS will evaluate a credible complaint or accusation reported by a legitimate news media source only as it directly applies to the organization’s conformance with the accreditation standards. CAPRSS will not act in a mediating capacity or be used as a vehicle to resolve disputes
Third Party Complaint Reporting Policy
CAPRSS will evaluate a credible formal third party complaint only as it directly applies to the organization’s conformance with the accreditation standards. CAPRSS will not act in a mediating capacity or be used as a vehicle to resolve disputes.
To be reviewed, a formal complaint must be filed, using the CAPRSS online complaint form. If CAPRSS receives a third party complaint through other channels (such as email), the party will be asked to submit a Formal Complaint Form.
CAPRSS will not review anonymous complaints. However, it may address, at its discretion, any concern reported anonymously.
Reporting a Complaint
To file a complaint, complete the CAPRSS Formal Complaint Form at caprss.net/assessments/index.php/49717
To file a formal complaint, you must provide your name and contact information. When CAPRSS communicates your complaint with the organization, we ensure confidentiality. However, our evaluation may necessitate the need to disclose unidentified details of the complaint with the organization.
Once a formal complaint is filed, CAPRSS may need to contact you for more information. CAPRSS expects the complainant to respond to all follow-up communication within five (5) business days. Failure to do so may result in CAPRSS dismissing the complaint from further review.
When CAPRSS Receives a Complaint Form
Upon receiving an appropriately submitted complaint, CAPRSS will review the information to determine the reliability, validity, and authenticity of the complaint. Often, we may need to follow up to request clarifying information.
In some cases, CAPRSS will decide that a formal complaint does not meet criteria for further review. When this happens, the decision is final and is not subject to appeal or further review.
Once a formal complaint is deemed reviewable, CAPRSS will decide if the complaint is directly related to the organization’s conformance with one or more of the CAPRSS standards. If the complaint cannot be associated with any standard, the complaint will be dismissed.
If there is a direct connection with one or more standards, CAPRSS will contact the Executive Director and Board Chair of the organization and request a response to the complaint within twenty (20) business days. Additional documentation may be requested from either or both the complainant and the organization.
Possible Outcomes Following the Review of a Formal Complaint
Upon review of all written information provided by both parties, CAPRSS will make its final decision regarding the formal complaint, which may include the following determinations:
- Unsubstantiated, due to insufficient information
- Unsubstantiated, due to lack of evidence
- Substantiated, in whole or part, but no change in accreditation status
- Substantiated, in whole or part, and accreditation maintained contingent on improvement action plan
- Substantiated, in whole or part, and accreditation maintained, but complaint retained in organization’s file and provided, at CAPRSS’ discretion, to Peer Review Team at the time of organization’s next accreditation review
- Substantiated, in whole or part, warranting a change to the organization’s accreditation status (e.g. accreditation downgraded, suspended or revoked)
Notification to Organization Formal Complaint Decision
CAPRSS will notify the Executive Director and Board Chair of the organization within twenty (20) business days of the final formal complaint decision. If the resulting decision determines no change in accreditation status, the communication will remain confidential.
Release of Complaint-related InformationUpon written request, CAPRSS will provide the complainant with the following information, as appropriate:
- Relevance (or not) of complaint to the organization’s compliance with specific standards
- Action taken by CAPRSS to evaluate the organization’s compliance with the standards
Policy effective date: 10/4/13
Last updated: 7/31/17