HHS Ombudsman - Complaint Process

The Office of the Ombudsman assists when a program's complaint process cannot or does not satisfactorily resolve the issue.

If you have a problem or complaint, we encourage you to first discuss it with the person, program or office involved. Many times they can explain a specific policy or correct the problem immediately.

List of Frequently Requested Program Contacts

Community Mental Health Center / Local Mental Health Authority: Contact the rights protection officer at your local authority.

For more assistance, you can contact the Office of the Ombudsman and we will help resolve the issue.

How We Help You

When you contact us, here is what you can expect:

  • We will follow the Texas HHS customer service principles.
  • We will explain our process and ask if you want us to call or write you with updates. We will also give you a timeline of how long our work might take.
  • We arrange translation services to help us communicate with you, if necessary.
  • Before asking others to look into your concern, we will research your case using information from our agency.
  • If we can't help you, we will refer you to the proper contact.
  • Your request will be saved in our records, and you will probably be asked questions to confirm your identity. We will ask if it is OK before we share your information with anyone that does not work for Texas HHS.

A more detailed description of our process can be found in our administrative rules.

When You Call Us

If you call us at 877-787-8999, this is what you are going to hear:

  • You will be given the option of hearing our information in English or Spanish. You will be advised to first try to contact program staff. You will be advised your call may be recorded.
  • Option 1: Out-of-state eligibility workers are asked to call 2-1-1 to complete their requests.
  • Option 2: Consumers seeking information about their eligibility for programs such as Medicaid, SNAP food benefits, and the Temporary Assistance for Needy Families program.
  • Option 3: Consumers seeking information about the Autism program, Blind Children's Services, Deaf and Hard of Hearing Services, Early Childhood Intervention, the Family Violence Program, or the Independent Living services.
  • Option 4: Consumers seeking information about Medicaid managed care services.
  • Option 5: Consumers seeking information about federal Social Security benefits.
  • Option 0: Consumers seeking information about any other HHS program, including the Healthy Texas Women Program, or the Medical Transportation Program.

Managed Care Options

When you call our Managed Care team, this is what you are going to hear
(866) 566-8989

  • You will be given the option of hearing our information in English or Spanish. You will be advised your call may be recorded and that you will be asked for information to verify your identity.
  • Option 1: Nursing facility residents and those with both Medicare and Medicaid
  • Option 2: Select or change health plan
    • STAR Members will be directed to call 1-800-964-2777
    • STAR+PLUS or STAR Kids Members will be directed to call 1-877-782-6440
  • Option 3: Change doctors
    • Managed care members will be directed to contact their health plan
    • Traditional Medicaid clients will be directed to call 1-800-335-8957
  • Option 4: Billing Questions
    • Managed care members will be directed to contact their health plan
    • Traditional Medicaid clients will be directed to call 1-800-335-8957
  • Option 5: Status of Medicaid application
  • Option 0: Speak to an ombudsman

Behavioral Health / IDD Options

When you call our Behavioral Health or IDD teams, this is what you are going to hear
(800) 252-8154

  • You will be given the option of hearing our information in English or Spanish. You will be advised to first try to contact program staff. You will be advised your call may be recorded.
  • Option 1: Patients at state hospitals
  • Option 2: Consumers having trouble getting behavioral health benefits through their health plan
  • Option 3: Individuals with an intellectual or developmental disability, or their representatives