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How to file a grievance and what you can expect after you do.

What to Do

We want to make sure you get the best care possible. However, when things aren’t right, you have a right to complain. This is also called a grievance. There are three ways you can file a grievance:

  • Call us: You or your personal representative can call our grievance department at 720-744-5134.
  • Fill out a form: You can fill out a grievance form and send it to us. To find our most common forms, click here.
  • Write a letter: You can write us a letter telling us about your complaint in detail. Send your letter to:
    • Colorado Access Grievance Department
      PO Box 17950
      Denver, CO 80217-0950

Be sure to include your name, state identification (ID) number, address, and phone number. If you want help writing your grievance, call us at 720-744-5134.


What Happens

What happens when I file a grievance?

  • After we get your phone call or letter, we will send you a letter within two business days. The letter will say we got your grievance.
  • We will review your grievance. We may talk with you or your personal representative, talk to the people involved in the situation, and look at your medical records.
  • Someone who was not involved in the situation you are concerned about, and who has the right experience, will review your grievance.
  • Within 15 business days after we get your letter or phone call, we will send you a letter saying what we found and how we fixed it. Or, we will let you know that we need more time. You will get a letter from us after we finish the review.
  • We will work with you or your personal representative to try to find a solution that works best for you.


Ombudsman for Behavioral Health Access to Care

The office of the Ombudsman for Behavioral Health Access to Care acts as a neutral party to help members and health care providers address issues related to behavioral health access to care. CHP+ HMO is subject to the Mental Health Parity and Addiction Equity Act (MHPAEA). A denial, restriction, or withholding of benefits for behavioral health services that are covered under the medical assistance program could be a potential violation of MHPAEA. If you have or are experiencing a behavioral health access to care issue, contact the office of the Ombudsman for Behavioral Health Access to Care.

Call 303-866-2789.