Complaint/Grievance Process

If you have received behavioral health care services from Alameda County Behavioral Health Care Services or from providers within its system of behavioral health care services, you may have experienced problems, complaints or grievances which you have not been able to resolve with the health care provider. As required by law, we have a Consumer Assistance Office to assist you. At any time, you may ask another person to assist you with talking with the Consumer Assistance Office.

Please read the following information on how this office may assist you, and call the Consumer Assistance Office if you have any questions.

1. To file a complaint and/or grievance with Alameda County Behavioral Health Care Services and the Alameda County Behavioral Health Plan:

• Contact the Consumer Assistance Office by calling toll-free, 800-779-0687.
• In addition to calling, you may file a letter addressed to Consumer Assistance Office, Alameda County Behavioral Health Care Service, 2000 Embarcadero Cove, Suite 400, Oakland, CA 94606.

When you are filing a written complaint or grievance, please make sure to attach any supporting information to your letter.

2. Once a complaint is filed, the Consumer Assistance Office will send a letter that will verify the receipt of the complaint. This letter will provide additional information about how the Consumer Assistance Office will respond to the complaint.
3. The Consumer Assistance Office will work with you to reach a satisfactory decision on your complaint. At times, the Consumer Assistance Office's decision may not meet your needs and you may request that the Consumer Assistance Office arrange for a committee to hear your case. During a committee meeting, you may provide additional information and attend the committee meeting. Following the committee meeting, the Consumer Assistance Office will notify you of the final decision.
4. The Consumer Assistance Office is required to reach a final decision and notify you of the decision within 60 days from receiving the complaint. At times, the Consumer Assistance Office may be granted additional time to reach a decision, but the total time will not exceed 90 days. If the time for the final decision exceeds 90 days, you may appeal the delay in responding to your complaint. You will receive a letter about the final decision.
5. If the final decision does not satisfy your needs, you may request a State Fair Hearing by calling 800-743-8525 or writing Administrative Adjudication Division, California Department of Social Services, 744 P St., Mail Station 19-37, Sacramento, CA 95827.
6. At any time during the process, the following organizations may provide you with additional assistance:



• California Medi-Cal Ombudsman: 800-896-4042; TTY, 800-896-2512
• Alameda County Mental Health Advocates: 510-835-5532