A commercial ambulance service licensed by SOCALR shall: Have a written procedure for responding to complaints about service; Provide a copy of its complaint procedure to any person upon request; and Notify each complainant of the right to file a complaint with SOCALR if not satisfied with the response of the commercial ambulance service. Any person may file a complaint about a commercial ambulance service with SOCALR. SOCALR may ask a commercial ambulance service to explain a complaint before SOCALR takes further action on it. A complaint not covered by this subtitle may be referred by SOCALR to other appropriate parties for investigation and action. A commercial ambulance service shall: 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; Send SOCALR within 14 days a written report of the investigation by the commercial ambulance medical director; 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; Forward applicable complaints within 5 days of receipt; Attach a written explanation of the ambulance service's position on the complaint; and Explain the current status of the complaint. A commercial ambulance service may not retaliate against an employee because the employee: Makes a complaint under this subtitle; or Participates in a proceeding under this subtitle. SOCALR does not have jurisdiction over and may not take action on complaints that relate solely to billing matters.