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Versión en español
How to Obtain Program
Information
Consumer Rights and Services employees can answer your questions about DADS
programs and services. Please call them at 1-800-458-9858.
You also can visit the How DADS
Can Help website or call Texas 211 by dialing
211 on your phone. It is a free call.
How to Make a Complaint:
In-state Callers
— 1-800-458-9858
Out-of-State Callers — 512-438-2011
DADS depends on consumers,
family members, concerned citizens and advocates to report situations and
events that affect an individual or group of individuals’ rights, quality
of care or which pose a threat to their health and safety.
The employees specialize in complaints regarding:
- Consumer Rights "Ombudsman" Appeal of Denial of Service (state supported living center or Community MHMR programs)
- Community MHMR centers
- Home and Community-based Services (HCS) programs
- Texas Home Living Waiver
program
- Consultation on consumer rights and program issue
- Nursing facilities
- Assisted living facilities
- Adult
day care facilities
- Intermediate care facilities for persons with mental retardation or related
conditions (ICFMR) including public and private group homes
and state supported living centers
- Home health agencies
- Hospice agencies
- Personal assistance services
- Unlicensed facilities
- All other community-based programs
This line is answered by in-office employees from 8 a.m. to 5 p.m. Monday
through Friday. Voice mail is available 24 hours a day, seven days a week, with
a message that states the call will be returned the next day. Voice mail is monitored
by in-office employees from 8 a.m. to 5 p.m. on Saturday, Sunday and holidays.
If you prefer, you can send an e-mail to: CRSComplaints@dads.state.tx.us.
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Information to have ready when making a complaint
- Your name, address and phone number (optional, but important).
- Name, address
and city of the facility, agency or provider you are
concerned about.
- Details of the event or issue you wish to make a complaint about.
Specific information about the date, day of the week, and time of day when
the problem
was observed, as well as the names of the individuals involved, will
assist investigators.
Complaints may be anonymous, but it assists the intake staff to know who you
are and where you can be reached if more information is needed. Also, it’s
the only way to let you know the results of the investigation. The identity
of all complainants and residents is protected by law.
If your complaint requires an onsite investigation, it will be prioritized
according to federal and agency program regulations/rules and referred to DADS
regional office, Community Mental Health and Mental Retardation Center Rights
Protection Officer or Regulatory Services for an onsite investigation. Complainants
are notified of the findings by regional staff at the conclusion of their investigation.
Onsite investigations are not pre-announced.
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How to Make a Complaint to the Texas Health and Human Services Commission
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Civil Rights Office has the responsibility to investigate claims of discrimination; to conduct new, periodic and special compliance reviews of offices, programs and contractors; to provide training and guidance; and to take other appropriate steps to ensure that programs and services do not discriminate.
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Office of Inspector General works to prevent and reduce waste, abuse and fraud within the Texas health and human services system.
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Ombudsman serves as an impartial and confidential resource, assisting our clients with health and human services-related complaints and issues.
Long-term Care Insurance
If you have questions about long-term care insurance, please contact the Texas Department of Insurance (TDI) Consumer Help Line at 1-800-252-3439 or 512-463-6515 (Austin).
In addition, these resources are on the TDI website:
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Updated:
June 26, 2009
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