Complaints and Grievance Policy

<style>.ash-legal-page{max-width:820px;margin:0 auto;padding:48px 24px 64px;font-family:'DM Sans',system-ui,sans-serif;color:#2D3E5F;line-height:1.7;font-size:17px}.ash-legal-page h1{font-family:'Fraunces',Georgia,serif;font-size:clamp(32px,5vw,44px);font-weight:600;color:#1A2B4A;line-height:1.15;margin-bottom:12px}.ash-legal-page .effective{display:block;font-size:14px;color:#6B7280;font-style:italic;margin-bottom:32px}.ash-legal-page h2{font-family:'Fraunces',Georgia,serif;font-size:24px;font-weight:600;color:#1A2B4A;margin:40px 0 12px;padding-bottom:8px;border-bottom:2px solid #F5A623}.ash-legal-page h3{font-family:'Fraunces',Georgia,serif;font-size:19px;font-weight:600;color:#1A2B4A;margin:28px 0 10px}.ash-legal-page p{margin-bottom:14px}.ash-legal-page ul,.ash-legal-page ol{margin:14px 0 14px 24px}.ash-legal-page li{margin-bottom:8px}.ash-legal-page strong{color:#1A2B4A}.ash-legal-page a{color:#F5A623;font-weight:500;text-underline-offset:2px}.ash-legal-page a:hover{color:#1A2B4A}.ash-legal-page .callout{background:#FEF7E8;border-left:4px solid #F5A623;padding:16px 20px;margin:24px 0;border-radius:6px}.ash-legal-page .callout p:last-child{margin-bottom:0}.ash-legal-page .contact-block{background:#F9FAFB;border:1px solid #E5E7EB;padding:20px 24px;margin:24px 0;border-radius:8px}.ash-legal-page .related{margin-top:48px;padding-top:24px;border-top:1px solid #E5E7EB;font-size:15px;color:#6B7280}</style><article class="ash-legal-page"><h1>Complaints and Grievance Policy</h1><span class="effective">Effective date: April 13, 2026</span><p>We want every family to feel heard. If something about your experience with Achieving Stars Therapy did not go the way you expected, we encourage you to tell us. This page explains how we handle complaints and grievances, what timelines to expect, and what outside options are available to you.</p><div class="callout"><p><strong>You will not face any retaliation for filing a complaint or grievance.</strong> Filing a complaint will not affect your child's eligibility for services, the quality of care they receive, or your relationship with our team.</p></div><h2>1. Complaints vs. Grievances: What Is the Difference?</h2><p>We use these two terms in a specific way so you know what to expect from each process.</p><p><strong>A complaint</strong> is any expression of dissatisfaction with our services, staff, billing, scheduling, communication, or any other aspect of your experience. Complaints can be made verbally or in writing. They do not need to follow a formal process. We want to know when something is wrong, even if it feels minor.</p><p><strong>A grievance</strong> is a formal, written complaint submitted when you want an official record of your concern and a documented response. Grievances trigger a more structured review process with defined timelines and written outcomes.</p><p>You may start with an informal complaint and escalate to a formal grievance at any time.</p><h2>2. How to File a Complaint or Grievance</h2><p>You have several options. Use whichever is most convenient for you.</p><ul><li><strong>Phone:</strong> Call <a href="tel:+18336663115">(833) 666-3115</a> and ask to speak with our Privacy Officer or a supervisor.</li><li><strong>Email:</strong> Send your concern to <a href="mailto:privacy@achievingstarstherapy.com">privacy@achievingstarstherapy.com</a>. For a grievance, please write "Formal Grievance" in the subject line.</li><li><strong>Fax:</strong> (833) 666-1401, Attn: Privacy Officer.</li><li><strong>In person:</strong> Ask to speak with a supervisor or office manager during any business interaction with our team.</li><li><strong>Mail:</strong> Achieving Stars Therapy, Attn: Privacy Officer. Please include your name, contact information, a description of your concern, and what outcome you are hoping for.</li></ul><p>You may file on behalf of your child or yourself. If you need help putting your concern in writing, please call us and we will assist you.</p><h2>3. What Happens After You File</h2><p>Here is what you can expect once we receive your complaint or grievance:</p><ul><li><strong>Acknowledgment within 5 business days:</strong> We will contact you to confirm we received your complaint and let you know who is handling it.</li><li><strong>Investigation:</strong> We will review the relevant records, speak with involved staff, and gather any other information needed to understand what happened.</li><li><strong>Resolution within 30 days:</strong> We will provide you with a written response explaining what we found and what, if any, steps we are taking. For complex grievances, we will notify you if we need additional time beyond 30 days.</li><li><strong>Documentation:</strong> All grievances are documented and retained as part of our quality improvement process.</li></ul><h2>4. No Retaliation</h2><p>Achieving Stars Therapy strictly prohibits any form of retaliation against individuals who file a complaint or grievance, assist others in doing so, or participate in an investigation. This applies to your child's services, your interactions with our staff, and your billing and scheduling experience.</p><p>If you believe you have experienced retaliation for filing a complaint, please report it immediately using any of the methods above.</p><h2>5. Right to Escalate to State Medicaid Agencies</h2><p>If you are not satisfied with our response, or if you prefer to file directly with a state agency, you have the right to contact the Medicaid agency in your state. These agencies oversee Medicaid-enrolled providers and handle complaints about services, billing, and access to care.</p><h3>Colorado</h3><div class="contact-block"><p><strong>Colorado Department of Health Care Policy and Financing (HCPF)</strong></p><p>Phone: 1-800-221-3943 (Member Services)</p><p>Website: <a href="https://hcpf.colorado.gov" target="_blank" rel="noopener">hcpf.colorado.gov</a></p></div><h3>Kansas</h3><div class="contact-block"><p><strong>Kansas Department of Health and Environment (KDHE) — Division of Health Care Finance</strong></p><p>Phone: 1-800-792-4884 (KanCare Member Services)</p><p>Website: <a href="https://www.kancare.ks.gov" target="_blank" rel="noopener">kancare.ks.gov</a></p></div><h3>New Hampshire</h3><div class="contact-block"><p><strong>New Hampshire Department of Health and Human Services (DHHS) — Bureau of Medicaid Services</strong></p><p>Phone: 1-888-901-4999 (NH Medicaid Member Services)</p><p>Website: <a href="https://www.dhhs.nh.gov/programs-services/medicaid" target="_blank" rel="noopener">dhhs.nh.gov/programs-services/medicaid</a></p></div><h3>South Carolina</h3><div class="contact-block"><p><strong>South Carolina Department of Health and Human Services (SCDHHS)</strong></p><p>Phone: 1-888-549-0820 (Member Services)</p><p>Website: <a href="https://www.scdhhs.gov" target="_blank" rel="noopener">scdhhs.gov</a></p></div><h2>6. Right to File a Civil Rights Complaint</h2><p>If you believe your complaint involves discrimination based on race, color, national origin, sex, age, or disability, you also have the right to file a civil rights complaint with the U.S. Department of Health and Human Services Office for Civil Rights.</p><div class="contact-block"><p><strong>U.S. Department of Health and Human Services — Office for Civil Rights</strong></p><p>200 Independence Avenue, S.W., Washington, D.C. 20201</p><p>Phone: 1-800-368-1019 | TDD: 1-800-537-7697</p><p>Online: <a href="https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf" target="_blank" rel="noopener">ocrportal.hhs.gov</a></p></div><p>See our <a href="/non-discrimination-notice">Non-Discrimination Notice</a> for more information about your civil rights protections.</p><h2>7. Contact Us to File a Complaint or Grievance</h2><div class="contact-block"><p><strong>Achieving Stars Therapy — Privacy Officer</strong></p><p>Phone: <a href="tel:+18336663115">(833) 666-3115</a></p><p>Email: <a href="mailto:privacy@achievingstarstherapy.com">privacy@achievingstarstherapy.com</a></p><p>Fax: (833) 666-1401</p></div><div class="related"><strong>Related:</strong><a href="/privacy-policy">Privacy Policy</a> · <a href="/hipaa-notice-of-privacy-practices">HIPAA Notice</a> · <a href="/non-discrimination-notice">Non-Discrimination Notice</a> · <a href="/accessibility-statement">Accessibility Statement</a> · <a href="/medical-disclaimer">Medical Disclaimer</a> · <a href="/complaints-and-grievance-policy">Complaints Policy</a> · <a href="/terms-and-conditions">Terms</a></div></article>

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