The Basics

This standard requires that your organization implements a mechanism to inform consumers of rights and responsibilities relating to your services.  That mechanism should include specific guidelines for how and when the organization will advise consumers of those rights.  As a member of the staff, it will be incumbent upon you to know what your organization's policies and timelines contemplate regarding this notice.  

Management Tips

As you develop your policies and procedures around this, you have a good deal of flexibility.  URAC as a general preference, expressed in other standards, for multi-modal communications.  So, you may want to consider website, regular mail, or e-mail as modes of communication.

This standard will not apply the organization if you have no interface with any consumers.

URAC Accreditation Tips

This standard has a weight of 4.

For the desktop review phase, submit your policies and procedures describing your modes of distributing consumer rights and responsibilities.  In addition, you can submit sample newsletters or screenshots of Web pages.

During the on-site review, the reviewer will examine your documentation demonstrating that you've implemented these policies.  Furthermore, he/she will interview members of your staff who are involved in communicating with consumers.