1. Purpose & Scope

PEER Wellness Center is committed to providing safe, respectful, and ethical recovery support services. If you feel you have been treated unfairly, or that our services have caused actual or perceived harm, you have the right to file a grievance.   This policy applies to all participants, family members, visitors, and community partners interacting with our center, staff, or volunteers. Filing a grievance will never impact your ability to receive services at our center. 

 

2. Step 1: Informal Resolution (Optional)

We encourage open communication. If you feel comfortable and safe doing so, please attempt to resolve the issue directly by speaking with the staff member or volunteer involved. Many misunderstandings can be resolved quickly through an informal conversation. 

If you do not feel comfortable doing this, or if the informal conversation does not resolve the issue, please proceed directly to Step 2. 

 

3. Step 2: Submit a Formal Grievance 

To file a formal complaint, please submit a written report within 30 days of the incident. You can do this in one of three ways:

• Online: Fill out the digital form at [Link to Web Form].

• Email: Send your complaint to grievance@peerwellnesscenter.org.

• In Person / Mail: Drop off or mail a paper copy marked "Confidential: Executive Director" to our physical address. 

What to include in your report:

-Your name and contact information.

-The date, time, and location of the incident.

-The name of the staff member or volunteer involved.

-A clear description of what happened and any harm caused.

-Your proposed or desired resolution. 

 

4. Step 3: Review and Timeline

Once a formal grievance is submitted, PEER Wellness Center administration will follow a strict, objective timeline to ensure a fair review: 

• Acknowledgment (3 Business Days): You will receive written confirmation via email or text that your grievance has been received. 

• Investigation (10 Business Days): The Executive Director (or a designated neutral Board Member if the complaint involves the Director) will review the facts, interview involved parties, and investigate the claim. 

• Written Decision (15 Business Days): You will receive a formal written response detailing the investigation findings, any actions taken, and the center's final decision. 

 

5. Step 4: The Appeal Process

If you are unsatisfied with the Executive Director’s decision, you have the right to appeal.

• Timeline: You must submit your appeal in writing within 10 business days of receiving the initial decision.

• Process: Your appeal will be forwarded directly to the PEER Wellness Center Board of Directors.

• Final Decision: The Board will review all documentation and issue a final, binding decision within 20 business days. 

 

6. External Reporting

Because PEER Wellness Center strictly operates under the National Association of Addiction Professionals' (NAADAC) Code of Ethics, you also have the right to file an external complaint directly with the NAADAC Ethics Committee if you believe a credentialed professional has violated ethical codes. Instructions can be found on the NAADAC Complaint Portal.