109 CMR, § 2.04
Anyone aggrieved by actions of a Departmental or Provider employee(s) who has violated the requirements of 109 CMR may request an administrative review by the Commissioner or designee, unless the aggrieved party is already pursuing or has pursued his or her grievance in another forum. The aggrieved person must present allegations in writing to the Commissioner's office either in person or by mail. Upon receipt of such allegations, the Commissioner or designee will review the allegations and any relevant documents, and may conduct interviews before issuing a decision. The Commissioner or designee's decision shall be issued within 20 business days from receipt of the request for review. The decision of the Commissioner, or his or her designee, shall be final.
109 CMR, § 2.04