# COMAR Title 30 — Maryland Institute for Emergency Medical Services Systems (MIEMSS)

## Subtitle 09 — Commercial Ambulance Services

### Chapter 09 — Enforcement

#### Regulation .04 Complaints.

*COMAR 30.09.09.04*

A. A commercial ambulance service licensed by SOCALR shall:

  (1) Have a written procedure for responding to complaints about service;

  (2) Provide a copy of its complaint procedure to any person upon request; and

  (3) Notify each complainant of the right to file a complaint with SOCALR if not satisfied with the response of the commercial ambulance service.

B. Any person may file a complaint about a commercial ambulance service with SOCALR.

C. SOCALR may ask a commercial ambulance service to explain a complaint before SOCALR takes further action on it.

D. A complaint not covered by this subtitle may be referred by SOCALR to other appropriate parties for investigation and action.

E. A commercial ambulance service shall:

  (1) Send SOCALR any written complaint made to the commercial ambulance service alleging a potential violation of the Maryland Medical Protocols for Emergency Medical Providers within 5 days of receipt by the commercial ambulance service;

  (2) Send SOCALR within 14 days a written report of the investigation by the commercial ambulance medical director;

  (3) Notify SOCALR within 72 hours of receiving a written complaint alleging a potential violation of Education Article, §13-515, Annotated Code of Maryland, or this subtitle;

  (4) Forward applicable complaints within 5 days of receipt;

  (5) Attach a written explanation of the ambulance service's position on the complaint; and

  (6) Explain the current status of the complaint.

F. A commercial ambulance service may not retaliate against an employee because the employee:

  (1) Makes a complaint under this subtitle; or

  (2) Participates in a proceeding under this subtitle.

G. SOCALR does not have jurisdiction over and may not take action on complaints that relate solely to billing matters.