541—12.7(8) Powers and duties of DAS customer council.
	12.7(1) Approval of business plans. The DAS customer council, in accordance with Iowa Code section 8.6(15)“c”(1)(b)(i), reviews and recommends business plans. Business plans will include levels of service, service options, investment plans, and other information.
	12.7(2) Complaint resolution. The DAS customer council will approve the internal procedure for resolution of complaints in accordance with Iowa Code section 8.6(15)“c”(1)(b)(ii). The procedure will include, at a minimum, the following provisions:
	a. 	A definition of “complaint,” which will convey that this resolution process does not take the place of any other formal complaint, grievance or appeal process necessary by statute or rule.
	b. 	Receipt of complaints.
	c. 	Standards for prompt complaint resolution.
	d. 	Provisions to aggregate, analyze and communicate issues and outcomes in a manner that contributes to overall organizational improvement.
	e. 	Identification of the chairperson and vice chairperson’s decision as the final step in the process.
	12.7(3) Rate setting. A majority of all voting council members will approve the rate methodology and the resulting rates for the services that the DAS customer council oversees. Rates will be established no later than September 1 of the year preceding the rate change. Established rates may be amended after September 1 upon recommendation by the department in consultation with DAS and upon affirmative vote by the DAS customer council.
	12.7(4) Biennial review. Every two years, the DAS customer council will review the decision made by the department that DAS be the sole provider of a service and make recommendations regarding that decision.
[ARC 7500C, IAB 1/10/24, effective 2/14/24]