Complaint Review Branch

Complaint Review Branch

​​ The Complaint Review Branch reviews and works to resolve customer issues with programs in the departments for Community Based Services, Child Support, Medicaid Services, Behavioral Health/Developmental and Intellectual Disabilities and Public Health. The branch issues reports to these agencies concerning complaint trends and patterns and recommends corrective action.

The Complaint Review Branch receives and investigates complaints and answers questions about programs administered by the Cabinet for Health and Family Services. To appeal a decision of the DCBS Division of Protection and Permanency, please complete the appropriate forms and submit them to the Quality Assurance Section. Appeals forms are available from your local Division of Protection and Permanency office or by contacting the Ombudsman's Office. This office also: recommends corrective action where appropriate; prompts Cabinet staff to resolve customer problems; and advises the Cabinet secretary of service delivery problems. The Complaint Review Branch cannot make, change or set aside law, policy or administrative decisions. However, it is authorized to take appropriate action to help resolve issues.
Contancting the Complaint Review Branch should be a last resort when other approaches to resolve problems and issues have failed. First, discuss problems with the person or office involved. Many times, this results in an explanation of policy or efforts to address your concern. If you don't know who to contact about your problem, contact the Complaint Review Branch for referral to the right person and advice about the best way to solve your problem. If you have made a reasonable effort to resolve your problem with the Cabinet and still have not been successful, contact the Complaint Review Branch.
A member of the Complaint Review Branch will contact you and attempt to resolve your problem. If an investigation is necessary, staff will gather all relevant information and determine if the complaint is justified. If your complaint is justified, we will work with you to find a fair solution. If your complaint is not justified, we will take time to explain the reason. The Complaint Review Branch approaches every complaint with impartiality and objectivity.
Contancting the Complaint Review Branch should be a last resort when other approaches to resolve problems and issues have failed. First, discuss problems with the person or office involved. Many times, this results in an explanation of policy or efforts to address your concern. If you don't know who to contact about your problem, contact the Complaint Review Branch for referral to the right person and advice about the best way to solve your problem. If you have made a reasonable effort to resolve your problem with the Cabinet and still have not been successful, contact the Complaint Review Branch.
A member of the Complaint Review Branch will contact you and attempt to resolve your problem. If an investigation is necessary, staff will gather all relevant information and determine if the complaint is justified. If your complaint is justified, we will work with you to find a fair solution. If your complaint is not justified, we will take time to explain the reason. The Complaint Review Branch approaches every complaint with impartiality and objectivity.

Additional Information

Contact Information

107