Complaint Protocol
The Office of Recovery Services has implemented a process to resolve case-specific concerns.
STEP 1: CUSTOMER SERVICE UNIT
If you have a question, concern, or complaint about a case or about how an ORS agent has handled a case, contact the Customer Service Unit in your region. The Customer Service Representative will try to resolve your concern. If action is required by the agent on the case, the Customer Service Representative will ask the agent to take the appropriate action.
If your concern cannot be resolved without the full involvement of the agent, CSU will ask the agent to call you within 36 hours. If you do not hear from the agent within those 3 days, call the Customer Service Unit again. The CSU Representative will then follow up with the agent's direct supervisor.
If your complaint is about a particular agent, your call will be forwarded to a Regional Quality Assurance Specialist who will involve the employee's direct supervisor in resolution of the issue.
STEP 2: QUALITY ASSURANCE SPECIALIST
If you do not feel your issue or concern has been adequately addressed through the Customer Service Unit, ask to be transferred to the appropriate Quality Assurance Specialist in your region. Quality Assurance Specialists keep automated logs of all complaints and will bring trends to the attention of Team Managers. Logs are also accessed by ORS Administration to monitor activity and develop corrective action plans.
STEP 3: ASSOCIATE REGIONAL DIRECTOR
If you still have concerns after speaking to a Quality Assurance Specialist, ask to be transferred to the appropriate Associate Regional Director.
STEP 4: REGIONAL DIRECTOR/DEPUTY DIRECTOR/ORS DIRECTOR
If after speaking with an Associate Regional Director your issue is still unresolved, call the ORS Administration Office at 801-536-8901 and ask to speak to a Regional Director, Deputy Director or the ORS Director. You may also put your concern in writing to Mark Brasher, Director, Office of Recovery Services, or put concerns in writing via email to orswebmail@utah.gov.