Grievance

You can file a complaint at any time regarding any issue or concern related to your mental health services. Grievances can be general feedback about your experience or can be specific to an interaction with a provider or staff member.

Options for Filing a Grievance

• Electronically: Fill out the online form located on bottom of this page.
• By phone: Call Contra Costa Health Behavioral Health Services between 9 a.m. and 5 p.m. at 925-957-5131. If you have difficulties hearing or speaking, please call 711.
• In writing: Fill out a complaint form or write a letter and send it to:
  Contra Costa Behavioral Health Services Administration
  Attn: Quality Improvement Coordinator
  1340 Arnold Drive, Suite 200
  Martinez, CA 94553
• In person: Visit the Contra Costa Health Behavioral Health Services program site and say you want to file a grievance.

Important Information You Should Know

1. Clients and families will not be subject to any manner of discrimination, penalty, sanction or restriction for filing a grievance.
2. If you need assistance completing this form:
   • Ask any staff at each program site. Someone will be designated to assist you.
   • Call the Grievance Advocate at 925-293-4942. Collect calls accepted. The Grievance Advocate is not a County employee.
3. You can authorize another person to act on your behalf if you sign a release of information form.
4. In addition to this form, you may submit written materials and present additional clinical or medical evidence in support of your position at the hearing.
5. Within 90 working days of receiving a grievance, the Quality Improvement Coordinator will review the grievance and provide a decision. This timeframe may be extended up to 14 days at your request. The Mental Health Plan may also determine that there is a need for additional information and that a delay will benefit you.
6. For grievances related to concerns of discrimination based on sex, race, color, religion, national origin, ancestry, ethnic group identification, age, mental disability, physical disability, medical condition, genetic information, marital status, gender identity or sexual orientation you may file the complaint directly with Contra Costa Health Behavioral Health Services or you may file with the Department of Health Care Services Office of Civil Rights and the United States Department of Health and Human Services Office for Civil Rights.
7. For additional information, please view our Medi-Cal Beneficiary Grievance Procedures Policy or call the Mental Health Access Line at 1-888-678-7277.

Grievance Form