Programs that accept and, where possible, attempt to resolve complaints regarding the licensing, incompetence of staff, cleanliness and safety of facilities, treatment of patients, quality of care, excessive fees, unethical, improper or unprofessional conduct of personnel or other inappropriate business practices of inpatient or residential facilities for people who have substantive mental, emotional or social problems.

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Programs that accept and, where possible, attempt to resolve complaints regarding the licensing or certification; incompetence of staff; cleanliness, safety and adequacy of facilities and equipment; treatment of clients; breaches of confidentiality; unethical, improper or unprofessional conduct of personnel; or other inappropriate business practices of organizations that provide services for people who have substance use disorders which may include education/prevention services, DUI offender programs, substance use disorder assessment, detoxification, inpatient treatment, supportive services or transitional residential services.

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