An official State of Texas website.
Revision 17-1; Effective November 1, 2017
When to Call HHS CRS
CRS receives complaints from individuals, family members, providers and the public about the care, treatment or services provided to an individual. Individuals receiving services or family members of the individual may prefer to call CRS to assist in resolving an issue rather than speaking with their case manager or DSA representative.
A complaint may be reported by anyone at any time to CRS by calling 1-800-458-9858. A complaint may be made online at crscomplaints@dads.state.tx.us.
Information about CRS can also be located on the HHS website at https://hhs.texas.gov/about-hhs/your-rights/consumer-rights-services/how-do-i-make-a-complaint-about-hhs-service-provider.
Written complaints may be mailed to:
Texas Department of Health and Human Services
Consumer Rights and Services, Mail Code E-249
P.O. Box 149030
Austin, TX 78714
CRS Website
The CRS website provides useful information regarding filing a complaint; locating consumer rights booklets; reporting abuse, neglect and exploitation; and locating community services. Visit the website at https://hhs.texas.gov/about-hhs/your-rights/consumer-rights-services.
Provider Agency Complaint Process
The CLASS provider agencies are required to have processes for receiving and resolving complaints about the provision of CLASS services. The process by which a complaint may be filed with a CLASS provider agency regarding CLASS program services must be provided to the individual/legally authorized representative (LAR) at the time of enrollment and at least annually thereafter.