Section 3.100 - Complaints(1) A complaint is an oral or written communication expressing dissatisfaction with or inquiring about the policies and procedures of MRRP or the practices of the Office for Refugees and Immigrants (ORI) or a Case Management Provider in administering it. Complaints may be made by persons, institutions, or other agencies. A complaint may be oral or in writing.(2) Case Management Providers shall have written complaint procedures which at minimum shall: (a) Be given to anyone who requests them;(b) Provide that a complainant who is dissatisfied with a lower level staff response shall receive a response from the director of the agency; and(c) Provide that if the complainant is dissatisfied with the Case Management Provider's response and requests further review, the complaint will be forwarded to ORI for response.Amended by Mass Register Issue 1328, eff. 12/16/2016.