Connecticut Department of Mental Health and Addiction Services (DMHAS)
DMHAS operated and DMHAS funded direct service providers have a Client Rights Officer (CRO) who addresses grievances using the DMHAS Client Grievance Procedure. A list of Client Rights Officers is maintained by the DMHAS Office of the Commissioner at:
Information on the DMHAS Client Grievance Procedure as well as rights people can be found at: www.ct.gov/DMHAS/crg
The DMHAS Client Grievance Procedure is used by DMHAS state operated and DMHAS funded direct service providers to work with people in resolving their complaints. The procedure addresses two kinds of complaints:
- Written complaints a provider denied, involuntary reduced or involuntary terminated services; or
- Written complaints the person believes a provider or the provider’s staff:
- Violated rights provided by law or DMHAS directive.
- Treated the client in an arbitrary or unreasonable manner.
- Failed to provide services authorized by a treatment plan.
- Used coercion to improperly limit choice.
- Failed to reasonably intervene when the client’s rights were put at risk by another client or patient in a setting controlled by the provider.
- Failed to treat the client or patient in a humane and dignified manner.
Grievances are submitted to the provider’s Client Rights Officer. The CRO works with the person to resolve the complaint. If the CRO and person cannot resolve the complaint, the grievance is addressed by the CEO or their designee who issues a Formal Decision. The person submitting the grievance can submit a written request for a Commissioner’s Review once the provider has the opportunity to address a grievance.
Complaints that are not covered by the DMHAS Client Grievance Procedure:
Complaints involving suspected or alleged incidents of abuse, neglect or exploitation are referred to the appropriate authority. Client Rights Officers may refer complaints involving staff to their supervisor, CEO or designee or provider’s Human Resources as the CRO believes necessary.
Complaints involving suspected or alleged reports of abuse and neglect or violations of law are referred to the appropriate outside authority. Complaints about staff may need to be referred to the provider’s Human Resources or administrator.
Complaints that fall under the jurisdiction of the Psychiatric Security Review Board (PSRB) are not addressed by the DMHAS Client Grievance Procedure.
DMHAS funded providers that receive less than 20% of their funding from DMHAS and which have a grievance or complaint procedure approved by DMHAS may be exempt from using the procedure by the DMHAS Commissioner.
Other complaints not covered by the DMHAS Client Grievance Procedure include:
- Complaints regarding inpatient facilities and hospitals not operated by DMHAS are addressed using the Centers for Medicare and Medicaid (CMS) grievance procedure: CMS Grievance Procedure.
- Complaints regarding healthcare providers including licensed clinicians and facilities are addressed by the Connecticut Department of Public Health: DPH Complaint Reporting
- Complaints regarding DSS funded programs like the Mental Health Waiver and Acquired Brain Injury Waiver are addressed by DSS. For more information contact the Waiver provider.
- Complaints regarding Medicare funded Substance Use Disorder and Mental Health Services are addressed by the Connecticut Behavioral Health PartnershipCustomer Service (voice):877-552-8247
- Housing complaints regarding voucher denials and other matters. Complaints are addressed using the Coordinated Access Network (CAN), Connecticut Balance of State (CT BOS) and DMHAS Housing and Homeless Services Continuum of Care Project Complaint Procedure
- Complaints regarding “Supportive Recovery Homes” are addressed by Advanced Behavioral Healthwww.abhct.com
- Complaints regarding Certified Sober Living Homes may be addressed by either:
- Connecticut Alliance of Recovery Residences (CTARR), www.ctrecoveryresidences.org
- Connecticut Coalition of Recovery Residences (CCORR), www.ccorr.org telephone 860-995-9472.
For help contact a statewide advocacy organization or seek legal advice:
Connecticut has three statewide advocacy organizations:
- Advocacy Unlimited, Inc. (AU)
AU is a peer run, non-profit organization that assists people and helps them advocate for themselves. AU, 2075 Silas Deane Highway, Rocky Hill, CT 06067
1-800-573-6929 or 860-505-7581 (email: info@advocacyunlimited.org)
- Connecticut Legal Rights Project, (CLRP)
CLRP attorneys and paralegals primarily advocate on behalf of persons with psychiatric disabilities who receive services from DMHAS-operated facilities and contracted providers. CLRP, PO Box 351, Silver Street, Middletown, CT 06457
1-877-402-2299 or 860-262-5030 (email: info@clrp.org)
- Disability Rights Connecticut, (DRCT)
DRCT is Connecticut’s federally funded independent Protection and Advocacy System which advocates on behalf of persons with disabilities. DRCT, 75 Charter Oak Ave. Ste 1-101, Hartford, Connecticut 06106
1-800-842-7303 or 860-297-4300 (email: info@DisRightsCT.org)
DMHAS and other federally funded healthcare providers comply with applicable federal civil rights laws and does not discriminate on the basis of race, color national origin, age, disability or sex. Federally funded healthcare providers including DMHAS provides effective language services to persons with Limited English Proficiency (Patient Protectino and Affordable Care Act, Section 1557).
Links listed on this page were working at the time this page was published. To report an error or correction contact William Pierce
DMHAS Office of the Commissioner william.pierce@ct.gov
Updated January 2024