Section 504 Civil Rights Grievance Procedure

Rite Aid endeavors to meet its customers’ expectations for services in a timely, reasonable, and consistent manner.  It is both a core value and the policy of Rite Aid not to discriminate on the basis of disability, race, color, national origin, age, and sex.  Rite Aid has adopted an internal grievance procedure providing for prompt and equitable resolution of grievances alleging any action prohibited by Section 504 of the Rehabilitation Act of 1973 (“Section 504”), Section 1557 of the Patient Protection and Affordable Care Act (“Section 1557”), and regulations of the U.S. Department of Health and Human Services implementing Sections 504 and 1557. Section 504 prohibits discrimination on the basis of disability.  Section 1557 prohibits discrimination based on disability, race, color, national origin, age, and sex. Sections 504 and 1557 and the regulations may be examined in the office of the Section 504/ Civil Rights Coordinator who has been designated to coordinate the efforts of Rite Aid to comply with Sections 504 and 1557

Section 504/Civil Rights Coordinator – Sarah Taylor
Email - civil.rights.coordinator@riteaid.com
Fax: 717.731.3860; 
Mailing Address: 200 Newberry Commons, Etters, PA 17139

Policy Guidance

Any customer who believes she or he has been subjected to discrimination on the basis of disability, race, color, national origin, age, or sex may file a grievance under this procedure. The grievance may also be filed on behalf of the aggrieved customer by a family member, friend, or other advocate. It is against the law for Rite Aid to retaliate against anyone who files a grievance or cooperates in the investigation of a grievance.

Procedure:

• Grievances must be submitted to the Section 504/ Civil Rights Coordinator within thirty (30) days of the date the person filing the grievance becomes aware of the alleged discriminatory action.

• The grievance may be made in any of the following forms:

1. In a written document mailed, emailed, faxed, or otherwise delivered to the Section 504/ Civil Rights Coordinator, whose contact information is provided above.
2. In a telephone call to the Section 504/ Civil Rights Coordinator, whose contact information is provided above.
3. Orally to a Store Manager or Store Pharmacy Manager.  Contact information for the Store Manager and the Store Pharmacy Manager appears on a sign posted in the front of every Rite Aid Store.

• Customers who are deaf or hard of hearing and communicate by telephone by using teletype, may contact any Rite Aid pharmacy, Rite Aid Customer Service number, or any other Rite Aid telephone number by calling 711 (the free nationwide telecommunications relay service).  After calling 711, the customer may communicate to the Communications Assistant answering the 711 call the Rite Aid telephone number he or she wishes to reach. The Communications Assistant will then facilitate the communications between the customer and the Rite Aid representative.

• The grievance should include the following information:

1.  the name, address, telephone number, email address, and/or other contact information of the person filing it; and
2.  a statement of the problem or action alleged to be discriminatory, including supporting details and the requested remedy or relief.

• The Section 504/ Civil Rights Coordinator (or her designee) shall conduct an investigation of the complaint. The investigation will include interviews, which may be telephonic, of the aggrieved person and witnesses. This investigation may be informal, but it must be thorough, affording all interested persons an opportunity to submit evidence relevant to the complaint. The investigator will be mindful of the right of the aggrieved person to confidentiality and privacy of the information obtained during the investigation consistent with the conduct of a reasonable investigation of the grievance. The Section 504/ Civil Rights Coordinator (or her designee) will maintain the files and records of Rite Aid relating to such grievances.

• The Section 504/ Civil Rights Coordinator will issue a written decision on the grievance no later than 30 days after its filing.

• The person filing the grievance may appeal the decision of the Section 504/ Civil Rights Coordinator by writing to the Chief Ethics and Compliance Officer within fifteen (15) days after receiving the Section 504/ Civil Rights Coordinator’s decision. The Chief Ethics and Compliance Officer shall issue a written decision in response to the appeal no later than thirty (30) days after its filing. The contact information for Chief Ethics and Compliance Officer is:

• Chief Ethics and Compliance Officer – Mary Hendrickson
  Email - mary.hendrickson@riteaid.com
  Fax: 717.975.5994
  Mailing Address:  200 Newberry Commons, Etters, PA 17139

 

 

• The availability and use of this grievance procedure does not prevent a person from filing a complaint of discrimination on the basis of disability, race, color, national origin, age, or sex in a court or with the U. S. Department of Health and Human Services, Office for Civil Rights, or with an appropriate state or local agency. A person can file a complaint of discrimination electronically through the Office for Civil Rights Complaint Portal, which is available at: https://ocrportal.hhs.gov/ocr/portal/lobby.jsf , or by mail or phone at: U.S. Department of Health and Human Services, 200 Independence Avenue SW., Room 509F, HHH Building, Washington, DC 20201. Complaint forms are available at: http://www.hhs.gov/ocr/office/file/index.html . Such complaints must be filed within 180 days of the date of the alleged discrimination.

• Rite Aid will make appropriate arrangements to ensure that individuals with disabilities and individuals with limited English proficiency are provided auxiliary aids and services or language assistance services, respectively, if needed to participate in this grievance process. Such arrangements may include, but are not limited to, providing qualified interpreters, providing taped cassettes of material for individuals with low vision, or assuring a barrier-free location for the proceedings. The Section 504/ Civil Rights Coordinator (or her designee) will be responsible for such arrangements.

• In case of questions or concerns, please contact the Section 504/ Civil Rights Coordinator whose contact information is provided above.

We very much value you as a Rite Aid customer and trust that we will have the opportunity to contribute to your health and serve all of your pharmacy needs now and in the future.

Updated May 16, 2023