Grievance Procedure

If you have contacted a California Children’s Services (CCS) staff about a complaint, and it continues to be unresolved, you have the right to file a CCS program grievance.

What is a Grievance?

• A Grievance is a formal complaint.
• It is a formal expression of dissatisfaction about matters related to the county CCS program’s roles and responsibilities.
• A Grievance is different than an Appeal.  If you received a CCS Notice of Action regarding denial, reduction, termination, or change in services or eligibility, and you disagree with this decision, the parent/legal guardian or client may file an Appeal.  Please contact the CCS office if you wish to file an Appeal.

You may file a grievance any time for concerns such as:

• Coordination of your or your child’s care, service, equipment, or appointments.
• Discrimination against you or your child.
• Poor customer service.
• Quality of your care or your child’s care.
• Referrals for services.
• Scheduling appointments.
• Health information privacy.
• Timeliness of service authorizations or CCS program eligibility decisions.

_{Grievances are resolved within 30 calendar days from when the Grievance Form is received by CCS. If your grievance involves serious threat of harm, such as severe pain, or potential loss of life, limb, or major bodily function, they are resolved within 3 business days from when CCS receives the Grievance Form.}

How to file a Grievance:

• Fill out the California Children’s Service (CSS) – Grievance Form

• Download the Grievance forms in English, or Spanish, to complete and mail to the address below. If you need assistance filing a Grievance in another language, please call CCS at the number below.

• You can also attach and email the form, send via fax, or drop it off at the CCS office at the address below.

_{If you would like to contact CCS and have a member of our team assist by completing the form with you over the phone, please call the number below to request. Also, please call our office if you need an interpreter at no cost to you, to file a Grievance.}

California Children’s Services

150 E. Holt Blvd. 3rd Floor

Ontario, CA. 91761

Phone: (909)458-1637

Fax: (909)986-2970

Email: CCSMonitoring@dph.sbcounty.gov

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