How to File a Complaint

What should I do if I have a complaint?

We want to help you. If you have questions about how to file a complaint, over the complaint process, or status question, please call us toll-free at 1-877-DCHP-KIDS (1-877-324-7543). A Driscoll Health Plan Member Advocate can help you file a complaint. Most of the time, we can help you right away or at the most within a few days.

Written complaints may be sent to the following address:
Driscoll Health Plan
Attn: Performance Excellence Team
615 N. Upper Broadway Suite 200-F
Corpus Christi, Texas 78401-0764

Once you have gone through the Driscoll Health Plan complaint process, and you are not pleased with our response, you may file your complaint directly to the Health and Human Services Commission (HHSC) by calling toll-free 1-866-566-8989.  If you would like to make your complaint in writing, please send it to the following address:

Texas Health and Human Services Commission
Health Plan Operations – H-320
ATTN:  Resolution Services
P.O. Box 85200
Austin, TX  78708-5200

If you can get on the Internet, you can send your complaint in an email to: HPM_Complaints@hhsc.state.tx.us

What are the time frames for filing a complaint?

We will mail you a letter to let you know we received the complaint. We send this letter within five days of receiving your complaint. We will send you a form to complete and mail to us. This form will give us more detail about your complaint but is not required.

We will provide you an answer within 30 days of receipt. If you are not happy with the way we help you, you can call us and appeal. You are not required to file an appeal in writing.