(a) Purpose and scope.  This customer complaint process provides Office of Client Advocacy (OCA) customers an opportunity to raise concerns about the services they receive from OCA and to request a review from the advocate general or designee.  This process is available to OCA customers and clients, client relatives and associates, employees of other Oklahoma Department of Human Services (OKDHS) divisions, providers, and any other customer of OCA.

(b) Procedure.

• (1) Any customer who is dissatisfied with or has a concern about OCA services, practices or procedures, or who considers the action or inaction of an OCA employee to be improper or discourteous, submits to the advocate general a written complaint detailing their concerns.  The complaint is sent either electronically to OCA.advocategeneral@okdhs.org or by regular mail to Office of Client Advocacy, P.O. Box 25352, Oklahoma City, OK. 73125.
• (2) The advocate general or designee reviews the complaint and informs the complainant of the results of the review within 20 business days after receipt of the complaint.