The agency shall develop, document, and implement policies and procedures. Policies and procedures shall include, but are not limited to: Selecting and verifying the credentials of a health care practitioner referred by the agency; Validating the experience of a health care practitioner prior to referral by the agency; Tracking and acting on serious or life-threatening complaints received by a client, facility, or the client facility's agent; Reporting of an action or condition performed by a health care practitioner as required under Regulation .09C of this chapter; Verifying the following: A health care practitioner referred by the agency is of satisfactory health status and has received the necessary testing and immunization as required or requested by the client facility; Drug screening of a health care practitioner is performed before referral by the agency, if the client facility requires drug screening for facility employees; Drug testing of a health care practitioner referred by the agency is performed, if there is probable cause to perform a drug test or if a client facility requests a drug test; Criminal background checks of a health care practitioner are performed before referral by the agency, if the client facility requires criminal background checks for facility employees; The references of a health care practitioner referred by the agency; A health care practitioner referred by the agency has I-9 status that permits them to legally work in the United States; and A health care practitioner has active licensure or certification with the Board; and Investigating a complaint or grievance presented to an agency by the client facility, an individual receiving services, a representative of the individual receiving services, or any concerned individual that includes a: Description of how and to whom to file a complaint within the agency; Description of how and to whom to file a complaint with the Office; Commitment to conduct a thorough investigation into any allegation against individuals referred by the agency; and Mechanism for making completed investigation reports available to the Department immediately upon request during inspections.