ACAP welcomes comments on the agency and its practice. It is the policy to take complaints seriously and to make every attempt to resolve differences in a courteous and constructive manner. No person will receive any retaliatory treatment either from the agency or from individual staff members as a result of making a complaint. For those complaints, there is a separate policy procedure as required by the state of Maine Department of Human Services mandated policies.  
Any client or member of the general public has the right to make a complaint in writing about ACAP RDC policies, procedure, re: denial, termination or reduction in services, or the performance of its staff members. The RDC Coordinator will respond verbally or in writing to all written complaints within the aforementioned categories within 14 calendar days of their receipt. If the person requests a meeting or if the ACAP RDC Coordinator deems a meeting appropriate, a meeting will be set up at the convenience of the complainant. A meeting shall always be held if the complaint involves an adverse action on the part of the agency which affects a client’s services and the client has appealed within the required 14 calendar days period. Such adverse action will not be taken until the issue is resolved. The complainant is welcome to speak for him or herself or to be represented by a friend or other spokesperson of his/her choice. If the complainant fails to appear at the scheduled meeting without notice, the complaint process is closed. The complainant will have the opportunity to reschedule the meeting one time with notice. The reschedule hearing must take place within 14 calendar days of the date of the original meeting.  
After meeting, the complainant will be informed in writing of the RDC’s decision within 14 days of the meeting and given the opportunity to appeal in writing to ACAP Director of Child and Family Services.  After reviewing the complaint, the Director will make a decision on the complaint. The action taken by the Director will be made in writing to the complainant within 14 calendar days of the meeting.  Decisions made by the Director are final.
If complaints are made regarding denial, termination or reduction in services, the complainant must follow DHS procedure.