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EXHIBIT C - Page 1 of 1 <br />EXHIBIT C <br />GRIEVANCE POLICY <br />The City shall be responsible for displaying, in clear view of all recipients, MRCC’s Grievance Policy <br />(MBBP shall provide) at their site every distribution day. The grievance policy is as follows: <br />THE MERCY BROWN BAG PROGRAM is dedicated to providing the best customer service, WHILE <br />ENSURING THE SAFETY of all staff, volunteers, site sponsors, and grocery recipients of MERCY <br />BROWN BAG. As part of this commitment, we have a Grievance Policy to review and resolve all <br />complaints efficiently and as effectively as possible. <br />The following outlines our policy and procedures for the handling of verbal and written complaints. <br />Our Responsibilities: <br />•To provide efficient and fair handling of all complaints. <br />•To provide the individual with access to the complaint handling process. <br />•To keep the individual informed as to the progress of their complaint and the expected <br />timeframe for resolution. <br />•Review our complaints to improve our standard of customer service. <br />Handling Your Complaint: <br />•Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within <br />3 business days. <br />•We will keep you informed of your complaint, proposed actions and the expected timeframe for <br />resolution. <br />•Our goal is to resolve complaints in a timely manner, and we will generally resolve a matter <br />within 30 days. <br />•If the complaint is not resolved to the satisfaction of the individual or person authorized to act on <br />their behalf, the complaint must be forwarded to the Area Agency on Aging (AAA) Director in <br />writing. <br />•To submit a complaint please contact: <br />Janice Roberts <br />Mercy Brown Bag Program Director <br />3431 Foothill Boulevard <br />Oakland, CA 94601 <br />(510)269-9640 <br />DocuSign Envelope ID: B7D431A8-D5C5-4F91-8EE2-BFC745D33909