From time to time, a client or member of the community may have a complaint or concern regarding the quality of our work. We are committed to addressing such matters promptly and reaching an early resolution to all grievances, if at all possible.

Preferred practice is that the staff person that receives the initial complaint, addresses the grievance and resolves the issue in a mutually satisfactory way without the need for a formal process.

When immediate resolution is not possible, the complainant is encouraged to submit a written grievance to the Department Director (Rape Response Services Executive Director) who will take responsibility for resolution and inform the Chief Executive Officer if they determine that it is warranted given the nature of the complaint.

The Department Director will establish a file of the complaint, including the date of the original complaint.  They will work to resolve the matter through direct interaction with the complainant.

If direct interaction by the Department Director fails to satisfy the complainant within 30 days and there is an appeal or hearing process built into the service contract or grant, that the process will be followed at this point. 

Otherwise, the Department Director will engage an independent, informed third party (e.g. staff from another agency, or Maine Coalition Against Sexual Assault staff) to review the case and issue a determination of resolution.

If the independent resolution is acceptable to both the complainant and the Department Director, the case will be closed and a summary report will be sent to the Chief Executive Officer.

If the independent resolution is unacceptable to either party, the case and the resolution will be reviewed by the Chief Executive Officer and one officer of the Board of Directors and a final determination will be made.

This will exhaust Rape Response Services’ internal community complaint process.
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At this point and at any point during the process outlined above, if the complainant is not satisfied with the process or outcome, they will be informed of appropriate alternative avenues for pursuing the grievance, such as the funding source, and how to contact those alternate avenues.