6 Colo. Code Regs. § 1011-4, pt. 4

Current through Register Vol. 47, No. 17, September 10, 2024

Part 4 - COMPLAINTS

4.1 Each county shall have a written complaint and investigation policy and procedure to address:

(A) Complaints against any secure transportation service in the county.

(B) Allegations of unlicensed secure transportation services or vehicles without a valid permit operating within the county.

4.2 The policy shall include, but not be limited to:

(A) The procedures concerning complaint intake, including posted information for the public concerning how to file a complaint.

(1) The county shall include written, verbal, and alternative methods of complaint intake. As part of its complaint process, the county shall include complaint intake methods that accommodate individuals in need of language and communication assistance.

(2) The county shall provide clients with contact information for the secure transportation service staff member(s) responsible for complaint intake and problem resolution.

(B) The county's duty to provide the secure transportation service with a copy of the complaint at the time it is filed.

(C) The county's responsibility to contact the complainant to verify the substance of the allegations.

(D) Criteria for initiating and conducting an investigation, including responding to and/or resolving complaints in a timely manner.

(E) The method for notifying the complainant about the resolution of the investigation and the secure transportation service's plan to resolve the identified issue(s).

(F) The method for notifying other counties with jurisdiction over secure transportation services, and, if applicable, the Colorado Department of Public Health and Environment (Department) and/or the Colorado Department of Regulatory Agencies (DORA) about complaints regarding licensed or certified staff members associated with the secure transportation service.

(G) The method for documenting the investigation of, and resolution process for, any complaint made.

4.3 The county shall notify the secure transportation service, its owner, manager, and administrator of the secure transportation service, in writing, of any:

(A) Known violation of the secure transportation licensing regulations by the secure transportation service, or

(B) Known/alleged complaints or violations of the secure transportation licensing regulations by individual staff members, contractors, or licensed or certified providers operating on a secure transportation service.

6 CCR 1011-4, pt. 4

45 CR 14, July 25, 2022, effective 8/14/2022