Grievance Policy and Procedure
A clear guide explaining how participants, families, and support teams can share concerns safely. This policy protects your right to speak up, be heard, and receive a fair response without fear of retaliation or changes to your services.
On this page
What is a grievance
A grievance is any concern, complaint, or situation you want us to know about. No special wording, documentation, or proof is needed. If something feels wrong, confusing, or uncomfortable — you can file a grievance at any time. Here are some examples.
Who can file a grievance
Anyone connected to a participant's services may file a grievance. Anonymous submissions are also accepted if you prefer not to share your name.
- The participant directly
- Family members or loved ones
- Conservators or legal representatives
- Regional Center service coordinators
- Friends, advocates, or mandated reporters
- Anyone acting with the participant's knowledge and permission
- Anonymous submissions are accepted, though they may limit our ability to follow up
How to file a grievance
You can submit a grievance in whatever way feels most comfortable. There is no wrong way to raise a concern.
Verbally
Tell your bttr coach, program coordinator, or any trusted bttr team member directly. They will document it on your behalf.
By email
Send your concern to info@bttrliving.com at any time. You will receive a response within five business days.
By mail
Mail to: bttr Participant Grievance, 39899 Balentine Drive, Newark, CA 94560. Written submissions are accepted in any format.
Anonymously or with support
You may submit without your name if you prefer. You may also ask someone you trust to help write or submit your concern on your behalf.
What happens after you submit
Every grievance is taken seriously and handled through a consistent four-step process. You will be kept informed throughout.
Acknowledgment within five business days
We confirm we received your concern and thank you for speaking up. You will hear from a bttr team member directly.
Internal review within fifteen business days
The Program Director or designee reviews the issue, interviews relevant staff, and examines session documentation and records.
Proposed resolution within twenty business days
We share our findings, explain what action steps we will take, and describe any changes we will make to prevent the issue from recurring.
Closure or appeal
If you are not satisfied with the resolution, you may request further internal review or file directly with your Regional Center or an external agency at any time.
Your rights are protected
Filing a grievance will never affect the quality or availability of your services. These rights apply to every person who submits a concern.
Contacting outside agencies
You may contact your Regional Center service coordinator or file directly with an external agency at any time. You do not need to go through bttr first. Both options are always available to you.
External resource
California Department of Developmental Services
Need help
We can help you understand this policy, write a grievance, or request materials in large print, another language, or easy-read format. Reach out anytime.
Contact bttr
We are here to help you through every step
At bttr we do more than accept feedback.
We listen. We respond. We improve. Your voice matters here.