(1) The health carrier shall record consumer components that identify enrollees' perceptions on the quality of the health carrier's services, including:

(a) enrollee satisfaction surveys; and

(b) enrollee complaints, including:

(i) the health carrier's resolution of the complaints through its internal procedures;

(ii) independent peer reviewers' decision pursuant to 33-37-103 , et seq., MCA, and ARM 37.108.301, et seq.;

(iii) arbitration decisions; and

(iv) court decisions.

(2) The health carrier shall submit documentation of its handling of consumer satisfaction to the department by October 1 of each year.

(3) The health carrier may meet the requirements in (1) (a) of this rule regarding enrollee satisfaction surveys by submitting to the department the information required for network adequacy as specified in ARM 37.108.201, et seq., as long as the information is consistent with what is required in (1) (a) of this rule.

(4) The identities of enrollees involved in recording consumer satisfaction are subject to the confidentiality requirements provided in 33-36-305 , MCA.