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Issue Escalation Procedure
Updated over 2 weeks ago

Approved and effective: 7/15/2020
Last reviewed and revised: 12/5/2024

Policy Brief & Purpose

This policy is to outline the hierarchy and process by which user concerns and grievances are to be addressed and moved toward resolution. Please refer to the Grievance Procedure Policy for further information on addressing user grievances.

Scope

This policy applies to all questions, concerns, grievances, problems, and other issues raised by TPN.health users.

Procedures

All concerns raised by TPN.health users should be directed to the appropriate tier starting with user support, except when the concern being raised has been judged by its recipient to be of an urgent or complex matter that requires the attention or expertise of a different tier. In most cases, the user is directed to bring their concern to a channel within user support, at which point it will be addressed and resolved by a user support provider. Failing resolution, the concern will be raised to the next tier for further examination and/or consultation.

The tiers of expertise are as follows, subject to amendment by TPN.health administration.

Tier

Description

Tier 1: User Support

A concern is directed into the ticketing system via email, online chat, phone call, or other available channels

Tier 2: Support Supervisor

A concern is escalated to the support supervisor

Tier 2: Clinical Director

If applicable, a concern is escalated to the clinical director

Tier 3: Chief Operations Officer

A concern is escalated to the COO

Tier 4: Chief Executive Officer

A concern is escalated to the CEO

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