The complaint examination procedure must in particular
(1) include the details allowing rapid access to the services of the regional commissioner;
(2) provide that the regional commissioner must give assistance or see to it that assistance is given to users or persons who require assistance for the formulation of a complaint or for any further step related to the complaint, in particular by the community organization in the region to which a user assistance and support mandate has been given pursuant to section 76.6;
(3) ensure that the complainant receives a written notice of the date on which the verbal or written complaint is received by the regional commissioner, unless the commissioner’s conclusions were sent to the complainant within 72 hours after the complaint was received;
(4) provide that, where a complaint is received regarding the services provided by a resource, organization, partnership or person other than the agency, the regional commissioner is to inform the authority concerned in writing of the receipt of the complaint or, if the regional commissioner is of the opinion that no prejudice will be caused to the user, forward a copy of the complaint to the authority; provide that, if the complaint is verbal, the authority concerned is to be informed verbally;
(5) specify what communications must be made in writing in the case of a written complaint;
(6) allow the complainant and the highest authority of the organization, resource or partnership or the person holding the position of highest authority who is responsible for the services that may be the subject of a complaint under section 60 to present observations; and
(7) provide that the regional commissioner, after examining the complaint, is to communicate his or her conclusions, including reasons, to the complainant within the time prescribed in subparagraph 6 of the second paragraph of section 66, together with the procedure for applying to the Health Services Ombudsman.