Informal Grievances

An informal grievance is a verbal expression of unhappiness.  This is a way for you, or someone you choose, to tell us when you are not happy with something.

What should I do if I have an informal grievance? 

To file an informal grievance, you, or your representative, can call Member Services. 

Your authorized representative can file an informal grievance for you if you give your OK in writing to do so.  Please note that if your representative files a grievance for you, you cannot file a separate grievance on your own.

When should I file an informal grievance? 

You, or your representative, may file your grievance at any time.

What happens after I file an informal grievance? 

After you or your representative file an informal grievance, you will get a letter from us within 5 working days.  This letter will tell you that we have received your grievance.  It will include information about the informal grievance review process.  You may appoint a representative to act on your behalf.  You or your representative may submit additional information.  You or your representative may review all documentation regarding the grievance upon request free of charge.

One of our staff members, who has not been involved but knows the most about your issue, will review your informal grievance.  A decision will be made within 30 days after we receive your informal grievance.

You or your representative may extend the timeframe for decision of the informal grievance up to 14 days.  We may also extend the timeframe for decision of the informal grievance up to 14 days if additional information is necessary and the delay is in your interest.  If we extend the timeframe, we will send you a written notice of the reason for the delay.

A decision letter will be mailed to you after the decision is made.  This letter will tell you the reason(s) for the decision and what you can do if you don’t like the decision.

What if I don’t like the decision? 

If you do not agree with the informal grievance decision, you, or your representative, may file formal grievance with us.