110 CMR, § 10.01
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.
110 CMR, § 10.01