S
Definition
A grievance filed by a member or facility that alleges a significant failure of service, safety violation, or driver misconduct. These are distinct from minor complaints (e.g., "the van was too cold").
Overview
Why it Matters
Too many substantial complaints will trigger a "Corrective Action Plan" (CAP) or contract termination.
How it Works
A complaint is logged (e.g., "Driver was speeding and smoking"). The Broker investigates, requests GPS data and camera footage, and issues a finding: "Substantiated" or "Unsubstantiated."
Code Comparison
Comparison: Substantial vs. General Complaint
Substantial: Impacts safety/access (No-show, Reckless Driving, Sexual Harassment).
General: Impacts comfort (Dirty car, Rude tone).
Common Questions
- Ignoring the Request: Failing to respond to the Broker's request for information within 24 hours creates a presumption of guilt.
- Retaliation: Drivers being rude to a member who complained previously (Major violation).
- Implement in-cab cameras. Video evidence is the only way to effectively disprove a false accusation.
- Have a "Complaint Resolution Officer" whose job is to de-escalate these issues immediately.
Sources
NEMT Broker Performance Standards (OIG Reports)