CLIENT GRIEVANCE PROCEDURE

DENIAL OF LEGAL ASSISTANCE:

If you apply for legal assistance with Kentucky Legal Aid and are told we cannot help you for any reason, you have a right to make a complaint and have the Director review your case to see if we can accept you as a client. Please follow these steps:

             a.          COMPLAINT - Within ten days after you are told either by an attorney or paralegal, or written a letter stating you cannot receive KLA’ legal assistance, tell the intake staff member or write KLA a letter stating you want to discuss the matter with the Associate Director.

             b.          APPOINTMENT - The Associate Director of KLA will call you to discuss your case or schedule an appointment for you to come in and meet with him/her within a week.

             c.          REVIEW - If you are not satisfied with the decision of the Associate Director, you may request a review by the Executive Director.

             d.          BOARD MEMBER REVIEW - If you disagree with the decision of the Director, you may ask for your case to be reviewed by the Executive Committee of the KLA Board of Directors. If you disagree with the decision of the Executive Committee, you may ask to have your case reviewed by the full Board of Directors of KLA. In the event that you wish the Executive Committee or full Board to review your case, you should make this request in writing.

DISSATISFACTION WITH KLA’ HANDLING OF YOUR CASE:

If you are not satisfied with the manner or quality of KLA’ legal assistance in your case, you may file a formal complaint so KLA can determine if anything further can be done in your case. Please follow the procedures listed below:

             1.          COMPLAINT / ORAL - Tell a staff member you want to complain about the legal assistance you received or have received from Kentucky Legal Aid; or

             2.          COMPLAINT / WRITTEN - Write a letter to KLA addressed to the Associate Director expressing why you are dissatisfied.

             3.          APPOINTMENT - The Associate Director will contact you by phone to discuss your problem or will ask you to come in to discuss your complaint.

             4.          REVIEW - If you are not satisfied with the decision of the Associate Director, you may request a review by the Executive Director.

             5.          BOARD MEMBER REVIEW - If your problem cannot be resolved by discussion with the Associate Director and Director, you may request in writing that the Executive Committee of the Board of Directors review your case. If the Executive Committee of the Board of Directors does not satisfactorily address your complaint, you may appeal to the full Board of Kentucky Legal Aid. The full Board will review your case and you may appear before the Board to present your problem if you wish.