{"id":24603,"date":"2025-12-18T09:07:23","date_gmt":"2025-12-18T14:07:23","guid":{"rendered":"https:\/\/www.vdh.virginia.gov\/licensure-and-certification\/?page_id=24603"},"modified":"2025-12-29T16:36:14","modified_gmt":"2025-12-29T21:36:14","slug":"complaint-portal-frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/www.vdh.virginia.gov\/licensure-and-certification\/file-a-complaint\/complaint-portal-frequently-asked-questions\/","title":{"rendered":"Complaint Portal Frequently Asked Questions"},"content":{"rendered":"

How do I submit a complaint, Facility Reported Incident, or Adult Protective Services Referral or Child Protective Services referral to the VDH Office of Licensure and Certification (OLC) in the new portal?<\/h3>\n
\n\t

Please click on the appropriate link located on the OLC website on the upper left of the screen to proceed to the electronic forms. You will also have the ability to print your completed form before submission, by clicking on the \u201cReview\/Print\u201d button on the bottom of the forms.\u00a0After clicking submit, you will not be able to access or print the form.<\/b><\/p>\n<\/div>\n<\/div><\/div><\/div>

Can I submit a complaint and remain anonymous?<\/h3>\n
\n\t

Yes<\/strong> you can submit a complaint and include your name and contact information to identify yourself (which will only be seen by staff at the Office of Licensure and Certification and not by the public) or click the remain anonymous button within the electronic form to remain anonymous. Please be aware that complainants who choose to remain anonymous will not receive notifications of the investigation\u2019s progress or findings.<\/p>\n<\/div>\n<\/div><\/div><\/div>

Will I receive confirmation of receipt when I submit a complaint, facility reported incident, or Adult Protective Services Referral?<\/h3>\n
\n\t

Yes<\/strong>, Complaint and Facility Reported Incident submitters will receive an email confirmation that includes a submission ID number to reference when submitting follow up information or making general inquiries.<\/p>\n

Adult Protective Services\/Child Protective Services report submitters will only receive a confirmation and submission ID number after submission but will not receive an email to reply.<\/p>\n<\/div>\n<\/div><\/div><\/div>

How can I submit follow up information to a previously reported Complaint, Facility Reported Incident, or Adult Protective Services\/Child Protective Service APS\/CPS Referral?<\/h3>\n
\n\t

Once you have submitted a Complaint or Facility Reported Incident form in the portal, you will receive a confirmation email with a submission ID Number. You can reply to that email, and it will be uploaded into the portal and attached to your initial submission.<\/p>\n

For APS\/CPS Referrals you will need to select \u201cAn APS investigation is being conducted\u201d or \u201cDoes not meet criteria for an APS investigation and will not be investigated\u201d for an initial report submission. For follow up submissions, you will select \u201cAn APS investigation has been completed\u201d.<\/p>\n<\/div>\n<\/div><\/div><\/div>

What is the process for submitting a final facility reported incident (FRI)?<\/h3>\n
\n\t

All submitters should submit an initial facility reported incident prior to submitting a final facility reported incident. To perform this, please select \u201cinitial\u201d in the drop-down box in the field \u201cIs this an initial FRI or a Follow up?\u201d. The portal will produce an email confirmation which includes the initial FRI ID Number to be recorded when submitting a follow-up documentation or when submitting your final report.<\/p>\n

Once you have completed the submission of your initial FRI, you must complete the process by reentering the FRI portal and submitting a final and enter the reference number provided following entry of the initial FRI. To perform this, please select \u201cFinal\u201d in the drop-down box in the field \u201cIs this an initial FRI or a Follow up?\u201d.<\/p>\n<\/div>\n<\/div><\/div><\/div>

What is different about a final or initial facility reported incident?<\/h3>\n
\n\t

An initial FRI is submitted when an incident is first being reported and follow up documentation will be submitted at a later date.<\/p>\n

A final is selected to report follow-up information that includes the investigation results and\/or actions taken, and conclusion or additional comments (if applicable).<\/p>\n<\/div>\n<\/div><\/div><\/div>

When making a submission in the portal how can I bypass a required field when there is no relevant information to enter, such as the name of a staff member when there were no staff involved in the incident?<\/h3>\n
\n\t

Entering \u2018N\/A\u2019 or some other free text description such as \u2018no staff involved\u2019 will satisfy the requirement and allow submission.<\/p>\n<\/div>\n<\/div><\/div><\/div>

When submitting a FRI, how would I record the involvement of multiple residents or multiple staff members?<\/h3>\n
\n\t

The facility staff member that is submitting a FRI would enter their contact information in the Staff Details section. While you will find individual fields to enter the name, title, and actions taken related to a single facility staff member, there are two additional open fields. The Individuals Involved field provides additional space to include other persons affected, alleged perpetrator(s), witnesses, employees or relevant parties<\/p>\n

The Residents Involved field will allow you to record the name(s) and degree of involvement of one or more residents to the extent necessary.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

Please click on the appropriate link located on the OLC website on the upper left of the screen to proceed to the electronic forms. You will also have the ability to print your completed form before submission, by clicking on the \u201cReview\/Print\u201d button on the bottom of the forms.\u00a0After clicking submit, you will not be […]<\/p>\n","protected":false},"author":52,"featured_media":0,"parent":52,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"tags":[],"class_list":["post-24603","page","type-page","status-publish","hentry"],"yoast_head":"\nComplaint Portal Frequently Asked Questions - Licensure And Certification<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.vdh.virginia.gov\/licensure-and-certification\/file-a-complaint\/complaint-portal-frequently-asked-questions\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Portal Frequently Asked Questions - Licensure And Certification\" \/>\n<meta property=\"og:description\" content=\"Please click on the appropriate link located on the OLC website on the upper left of the screen to proceed to the electronic forms. 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