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 |