Reporting Problems

There are two ways to report and solve problems:

  • A complaint (or grievance) is when you have a problem with L.A. Care or a provider, or with the health care or treatment you got from a provider
  • An appeal is when you don’t agree with L.A. Care’s decision to change your services or to not cover them

You have the right to file grievances and appeals with L.A. Care to tell us about your problem. This does not take away any of your legal rights and remedies. We will not discriminate or retaliate against you for complaining to us. Letting us know about your problem will help us improve care for all members.
You should always contact L.A. Care first to let us know about your problem. You can file a complaint at any time by phone, in writing or online. Call us 24 hours a day, 7 days a week, including holidays at 1-888-839-9909 (TTY: 711). 

If your grievance or appeal is still not resolved after 30 days, or you are unhappy with the result, you can contact the California Department of Managed Health Care (DMHC) and ask them to review your complaint or conduct an Independent Medical Review. Visit the DMHC website or call them at 1-888-466-2219 (TTY 1-877-688-9891).

The California Department of Health Care Services (DHCS) Medi-Cal Managed Care Ombudsman can also help. They can help if you have problems joining, changing, or leaving a health plan. They can also help if you moved and are having trouble getting your Medi-Cal transferred to your new county. You can call the Ombudsman Monday through Friday, between 8:00 a.m. to 5:00 p.m. at 1-888-452-8609.

You can also file a grievance with your county eligibility office about your Medi-Cal eligibility.

If you are not sure who you can file your grievance with, call L.A. Care Member Services at 1-888-839-9909 (TTY: 711).

To report incorrect information about your additional health insurance, please call Medi-Cal Monday through Friday, between 8:00 a.m. and 5:00 p.m. at 1-800-541-5555.