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Meals On Wheels of San Francisco


Client Grievance and Complaint Policy

INTRODUCTION:

The goal of this policy is to make certain that seniors are clearly informed of their rights and due process and to resolve complaints on a timely basis and at the most local level possible. Complaints and concerns will be handled by a procedure that is outlined below.

FIRST STEP

For any complaint involving Meals on Wheels, you should contact the main office by telephone at (415) 920-1111, or in writing to 1375 Fairfax Avenue, San Francisco, CA 94124. Depending upon its nature, it will be directed to the appropriate department.

In the case of complaints concerning menu, food safety or other nutrition issues, the complaint will be directed to the Nutrition Department.

In the case of complaints concerning eligibility, social work visit procedures or other social work or case management issues, the complaint will be directed to the Social Work Department.

In the case of complaints concerning the driving / delivery staff, the complaint will be directed to the Home Delivered Meal Department.

SECOND STEP:

If after this process you feel that the issue has not been satisfactorily resolved, the matter will be passed on to the Executive Director or their designated agent.

NOTIFICATION:

The complaint will be acknowledged within 3 working days, and after adequate research into the matter, notification of the results of the review shall be issued within 10 working days or a maximum of 30 days after receipt of the complaint if additional time is needed.

Due to the complainant’s right to privacy and anonymity, only relevant information concerning the complaint may be released to the responding party without consent of the complainant.

SAN FRANCISCO OFFICE ON THE AGING:

If after this procedure and process has occurred and you still feel that your complaint/concern has not been satisfactorily resolved, you should contact the San Francisco Office on Aging at 415-355-3555, or in writing to DAAS, Office on The Aging, 1650 Mission Street, 5th Floor, San Francisco, CA 94103.

REMEMBER, WE TAKE YOUR COMMENTS VERY SERIOUSLY AND REMIND YOU THAT YOU HAVE A RIGHT TO CONSUMER SATISFACTION, AND A RIGHT TO THESE STEPS IN THE GRIEVANCE PROCESS!

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