(a) OO staff review all relevant information through inquiry into agency program systems.(b) Each complaint is investigated to determine if agency policy was followed by program staff and vendors contracted to provide services on behalf of an agency program. Applicable policies include federal and state law, administrative rules, program handbooks, contracts, and internal program policies and procedures. (c) When investigating a complaint, OO staff may also consider: (1) legal authority, by examining the basis of the agency program's decision, and assessing if the decision was made within the scope of that authority; (2) procedural fairness and rights, by examining if the consumer or individual was given a full understanding of the situation, offered all applicable opportunities to appeal, and given sufficient time to respond when information was requested; and (3) agreed expectations, by reviewing if the agency program followed through after agreeing to take particular actions, and if the program provided an adequate explanation of decisions.