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New Complaints Procedure

DCFS Director Deanna Look Loy

Effective today (4 January), the Department of Children and Family Services (DCFS) has put in place procedures to handle client complaints.

DCFS Director Deanna Look Loy said the procedures provide a systematic way to handle complaints - as well as to receive suggestions - from its clients. The department assisted 6,647 persons during 2008.

"We are pleased to launch these procedures which will improve efficiency in handling complaints, and ensure fairness across the board. As such, it will strengthen the partnership between staff and clients," Mrs. Look Loy said. "For DCFS staff, it will reinforce what is being done correctly, and highlight what is not working."

The policy outlines how the department staff will inform clients about the complaints handling procedures; how they will acknowledge the complaints and suggestions that are made; and the standards to be applied in responding to them.

Among the stipulations are that reports made should be acknowledged within three working days, and responses provided within 14 calendar days after receipt, the DCFS Director explained.

"It is the responsibility of all staff to respond to customer issues in a courteous manner, and to provide complainants with information on the DCFS complaints handling system," she said.

Mrs. Look Loy further reported that department officials recently met with Complaints Commissioner Nicola Williams, who gave the measures her endorsement.

For further information and to download the official complaints form visit www.dcfs.gov.ky or the DCFS office, Britcay Building, Eastern Avenue.

(GIS)

For further information contact: Prudence Barnes