§ 10-428. Internal grievance procedure

   (a) In general. -- A provider shall establish an internal grievance procedure to address a subscriber's grievance.

(b) Procedure. -- The internal grievance procedure shall at least:

   (1) allow a subscriber or group of subscribers collectively to submit a written grievance to the provider;

   (2) require the provider to send a written acknowledgment to the subscriber or group of subscribers within 5 days after receipt of the written grievance;

   (3) require the provider to assign personnel to investigate the grievance;

   (4) give a subscriber or group of subscribers who file a written grievance the right to meet with management of the provider within 30 days after receipt of the written grievance to present the grievance; and

   (5) require the provider to respond in writing within 45 days after receipt of the written grievance regarding the investigation and resolution of the grievance.

(c) Mediation. --

   (1) Within 30 days after the conclusion of an internal grievance procedure established under this section, a subscriber, group of subscribers, or provider may seek mediation through one of the Community Mediation Centers in the State or another mediation provider.

   (2) If a provider, subscriber, or group of subscribers seeks mediation under paragraph (1) of this subsection:

      (i) the mediation shall be nonbinding; and

      (ii) the provider, subscriber, or group of subscribers may not be represented by counsel.

HISTORY: An. Code 1957, art. 70B, § 11G; 2007, ch. 3, § 2; 2009, ch. 694; 2012, chs. 523, 524.