Grievance Policy

Formal Grievance Process

It’s important to follow the grievance or complaint procedures carefully and to document all pertinent facts, dates, and information when filing a report or claim.

Grievance claims should be filed here.

Step 1: Filing

A Formal Grievance should be filed within 30 days of when the complainant became aware or suspected the violation of ethics or standards. The Formal Grievance should be documented on the INARR Formal Grievance Form. Verbal or e-mailed grievances will not be acted upon.

Step 2: Submission

The INARR Formal Grievance Form should be submitted to using the Grievance form on the INARR website, or if a perceived conflict exists, directly to the Division of Mental Health and Addictions.

Step 3: Notification of Receipt

Grievant should be notified by email within 3 business days of INARR’s receipt of the grievance. INARR will review the submission and may contact the complainant for additional information.

Step 4: Investigation

Within 30 days of receipt of the written complaint, INARR shall review the complaint to determine if the complaint/grievance violates the NARR standards and expectations of DMHA certified recovery residences. INARR may conduct an objective investigation of the matter and record the findings in a report to be provided to DMHA. INARR reserves the right to refer a complaint directly to DMHA for investigation/review dependent upon the nature of the complaint. 

Due to the nature of some complaints, more than 30 days may be necessary to conduct an investigation. INARR will make every reasonable effort to complete an investigation in a timely manner. The investigative report provided to DMHA shall include the complaint/grievance, investigative summary of applicable information relative to the investigation of the complaint/grievance as well as anything that occurred as a result of the grievance. INARR shall provide a recommendation of actions to be taken as applicable. INARR is an investigative agency in this process and all actions taken shall be at the sole discretion of DMHA.

Step 5: Presentation to DMHA

INARR will present to the DMHA the information collected during the investigation at the conclusion of the investigation. The presentation shall include the compliant/ grievance; investigation summary including an objective account of everything that transpired to result in the grievance and as well as anything that have occurred as a result of the grievance, and the recommended action to be taken; INARR will provide DMHA a recommendation and action taken will be at the sole discretion of DMHA.

Step 6: DMHA Decision / Recommendations

DMHA will handle all disciplinary actions taken, as warranted, based upon the investigation. Please reference DMHA Certified Recovery Residence Policy/Procedure for potential consequences.