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Adoption Center of Washington currently has two offices, one in the
District of Columbia, and one in Virginia. Please contact us for more
information or to get started on your adoption right away. You will hear back from us within a week. Email us
The following method has been established to create a responsible and accessible means of communicating and addressing complaints. The primary interest is to improve the quality of services provided by the Adoption Center of Washington through a formalized system of communication. We view complaints as a positive means for assessing and improving its services. We do not and will not discourage complaints or retaliate when complaints are received. We encourage feedback and comments from clients in regards to service improvement and the quality of staff performance. When lodging a complaint, submit detailed information and supporting documentation. You may download the Complaint Form here. You may also contact us and request a Complaint Form. 1. All complaints must be written, signed and dated. Any birth parent, prospective adoptive parent, adoptive parent, or adoptee may lodge a complaint. When lodging a complaint, required details include: • Statement of alleged complaint and references to the specific Standard of Practice in question. • Timeline of events. • References to the services described in the Adoption Center of Washington’s written materials that have not been provided or have been provided inadequately. • Documentation demonstrating the results of the Adoption Center of Washington’s practice that is alleged to have affected outcomes, caused delays, or instigated other detrimental changes in the adoption process. • If applicable, a summary and timeline of unsuccessful steps taken with the Adoption Center of Washington to resolve the issue. • Copies of any applicable correspondence with the Adoption Center of Washington. • Name, address, phone number, date, and signature. 2. All complaints will be reviewed by the Executive Director. 3. A written acknowledgment of receipt of the complaint will be sent out within five (5) business days. 4. All written reports will be placed in the Adoption Center of Washington’s Complaint Log. 5. Complaints will normally be processed within thirty (30) business days, during which time ACW will respond in writing to the complaint. In time-sensitive cases, processing may be expedited. If additional time is needed to process the complaint, ACW will notify complainants. 6. If dissatisfied with the results obtained through the complaint process, complainant(s) may ask for a review by the Adoption Center of Washington’s Board of Directors. 7. At any point during the complaint process, resolution of the complaint will terminate the process. A written record of actions taken by all parties involved will be maintained in the Adoption Center of Washington’s Complaint Log. 8. The Adoption Center of Washington submits a summary of written complaints, including agency responses, to the Council of Accreditation and the State Department on a semi-annual basis. The agency also provides any information about complaints as may be requested by the Council on Accreditation or the State Department. 9. Complainants may also log Hague-related complaints with the Adoption Tracking System Complaint Registry at any time throughout the process as well. Contact information will be provided for the Complaint Registry as it becomes available. .
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