IMPORTANT INFORMATION ABOUT GRIEVANCES AGAINST DMHAS & MENTAL HEALTH PROVIDERS

• The Department of Mental Health and Addiction Services (DMHAS) has set up a grievance process for people who think that DMHAS or its providers have violated their rights.
• Legal advocates are available to answer questions about the grievance process, and to file grievances for persons with serious problems.
• A grievance must be filed within forty-five (45) days of the action the person believes was unfair or wrong. This may be waived for unusual circumstances.
• The grievance must be in writing and sent to the Client Rights Officer (CRO) at the agency. It does not need to be in a specific form, but it must contain the basic facts related to the grievance.
• The CRO will investigate the grievance and try to resolve the complaint.
• If the CRO does not resolve the complaint, the head of the agency must issue a written decision.
• If that decision is not satisfactory, the grievance can be appealed to the Commissioner of Mental Health & Addiction Services, whose office must review the appeal and issue a written decision.
• A fair hearing following the commissioner’s decision is allowed only on grievances that involve a denial, reduction, or termination of services.
• Grievances can help change the way the people receiving mental health services are treated.