Client Complaints and Grievances

King County and the state Division of Alcohol and substance Abuse (DASA) are committed to ensuring a fair resolution of client complaints and grievances.

What To Do

The difference between a complaint and a grievance is that a grievance is a more serious form of complaint. If you believe that the actions of an agency or a chemical dependency professional were inappropriate or may have caused mental or physical harm to you or someone else, you should consider filing a complaint or grievance.

Complaints about chemical dependency services should first go to the agency where the services are provided. If your issue cannot be resolved at the agency, then complaints or concerns about an incident occurring in a state DASA certified chemical dependency treatment program may be registered with Ron Moorhead, Certification Specialist at (360) 725-3752, or e-mail moorhre@dshs.wa.gov.

DASA Consumer Complaint Form: Word (fill-in form) PDF (for printing)

Complaints or grievances about professional misconduct may be registered by contacting the Washington State Department of Health. You may call (360) 236-4700 to discuss the circumstances. You will be encouraged to submit your complaint in writing.

Written reports can be made by completing and returning the Complaint Form by mail, fax or email. Address information is on the Complaint Form. Important information is provided on the form and anyone submitting a complaint is encouraged to read all portions of the form. Once the complaint is received, you can expect to receive written confirmation from a Department of Health representative.

Before making your decision to report an agency or chemical dependency professional, keep in mind that many common complaints such as scheduling problems, personality conflicts, or disputes over bills or insurance are usually not within the Department or board's legal authority to take action. Reports involving fees or insurance claims are only investigated if there appears to be fraud involved.

Fair Hearings

ADATSA clients have the right to request a Fair Hearing to challenge any action that affects eligibility for ADATSA treatment or shelter services. The DSHS Community Service Office shall continue benefits for an ADATSA shelter client requesting a fair hearing. You may request a hearing in writing or orally, depending upon which program is involved. The DSHS notice and applicable laws and rules should tell you whether the request must be in writing or may be made orally. If you are allowed to make an oral request, you may do so to a DSHS or Office of Administrative Hearings (OAH) employee in person or by telephone or voice mail. You may send a written request by mail, delivery service, personal service, or by fax if you mail a copy the same day. You should send written requests to the location on the notice or to OAH at the location specified in WAC 388-02-0025(2). Clients having disagreements with their treatment provider, including living stipend issues for an ADATSA outpatient client, have the right to utilize the agency grievance process.