Client Grievance Process

This procedure is provided for clients bringing a complaint/grievance and seeking a remedy by action from the agency’s Board of Directors, Board Committees, Chief Executive Officer, staff, and volunteers. Every effort will be made to resolve the issue. If the aggrieved party believes a satisfactory solution to the problem or complaint has not resulted from the informal process, the individual may initiate the formal grievance process.

Informal Procedure:

  • Clients are encouraged to contact client services at (619) 314-5789 or by email (below) to report an issue or complaint. There, you can report delivery challenges and any other concerns you may have. Please direct all concerns to our Client Services team because your driver cannot process them.
  • If the client is unable to speak to a staff member immediately, they are encouraged to leave a voicemail and the Client Services Team will follow up with them or transfer the message to the most appropriate team member.
  • The client should discuss the matter with the appropriate team member assigned to their issue.
  • If no solution is reached with the appropriate team member assigned to their issue, the client is engaged to contact the Director of Volunteer Engagement, Chief of Food Service Operations, Director of Nutrition Services, or Director of Client Services. If the client is unsatisfied or feels the issue was not resolved, then the concern becomes a formal complaint.

Formal Procedure:

A formal grievance may be initiated by submitting a letter directly to the Chief Programs Officer, Chief Executive Officer, or the Board of Directors.
This letter must contain:

  1. A statement as to who specifically is bringing the grievance/complaint.
  2. A statement of the nature of the grievance/complaint.
  3. Clearly outlines the rationale for why the impropriety is believed to exist with appropriate documentation.
  4. The action requested to successfully resolve the complaint/complaint
  5. The name, telephone number, and address of the individual to be contacted regarding the grievance.
  6. Send grievance to:

Mail:
Attn: Chief Programs Officer
Mama’s Kitchen
3960 Home Ave, San Diego, CA 92105

Email:
clientservices@mamaskitchen.org

Fax:
(619) 233-6283

Mama’s Kitchen Complaint Policy – Nutrition Program for Older Californians

Customer Complaint Process

This procedure is provided for clients who file a complaint/grievance and seek resolution from the Board of Directors, Board Committees, Executive Director, staff and volunteers of the agency.

Every effort will be made to resolve the problem. If the aggrieved party believes that a satisfactory resolution to the problem or complaint has not been achieved as a result of the informal process, the individual may initiate the formal complaint process.

Informal procedure:

  • Customers are asked to contact the customer service department at (619) 314-5789 or via email (below) to report the issue or complaint. There you will be able to report delivery issues and any other concerns you may have. It is important that you direct all concerns to our Customer Services team because your driver is unable to process them.
  • If the customer is unable to speak to a staff member immediately, they are encouraged to leave a voice message and the customer service team will contact them or transfer the message to the appropriate team member.
  • The customer should discuss the matter with the appropriate team member assigned to their issue.
  • If a resolution is not reached with the member assigned to their issue, the client should contact the Director of Volunteer Engagement, the Head of Food Service Operations, the Director of Nutrition Services, or the Director of Client Services. If the client is not satisfied or feels that the issue was not resolved, then it becomes a formal complaint.

Formal Procedure:
 A formal complaint may be initiated by sending a letter directly to the Program Director, Executive Director, or Board of Directors. This letter must contain:

  1. A statement about who specifically is filing the complaint/claim.
  2. A statement of the nature of the complaint/claim.
  3.  Clearly describe the reason why you believe the irregularity exists and attach appropriate documentation.
  4. The action requested to successfully resolve the complaint/claim.
  5. The name, telephone number and address of the person to contact regarding the complaint.
  6. Send your complaint to:

Mail:
 Attn: Program Director
Mama’s Kitchen
3960 Home Ave, San Diego, CA 92105

Email:
 clientservices@mamaskitchen.org

Fax:
 (619) 233-6283