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Complaint & Grievance Process
Your Voice Matters. We Are Listening.
If something is not right with your CFSS services, you have the right to speak up — and the right to a fair, timely response. CarePath takes every concern seriously.
You are protected from retaliation.
Filing a complaint or grievance with CarePath will never affect your access to CFSS services or your relationship with your consultant. Your right to raise concerns is protected under Minnesota law. If you ever feel you have experienced retaliation, contact the Minnesota Department of Human Services immediately.
What Can You File a Complaint About?
CarePath accepts complaints and grievances related to any aspect of your CFSS consultation experience.
Quality of Consultation
Concerns about how your CarePath consultant communicated, responded to your needs, or handled your service plan development.
Service Delivery Plan Issues
Disagreements about how your service delivery plan was written, what was included or excluded, or how it reflects your goals.
Timeliness of Service
Concerns about delays in receiving consultation, plan updates, responses to your questions, or annual orientation scheduling.
Language or Communication
Issues related to not receiving information in your preferred language or format, or interpreter services not being arranged.
Rights Violations
Concerns that your participant rights were not respected — including privacy, dignity, informed choice, or person-centered planning.
Other Concerns
Any other aspect of your CFSS consulting experience that you are not satisfied with. If you are unsure, contact us — we will help you determine the right path forward.
CarePath Complaint Process: Step by Step
Here is exactly what happens when you submit a complaint to CarePath.
1
Submit
You Submit Your Complaint
Submit your complaint using the form on this page, by phone at 1-800-741-9415, by email at info@carecfss.com, or by fax at 1-800-791-1563. You may also mail a written complaint to our Minneapolis office. Complaints may be submitted anonymously, though providing your name helps us follow up more effectively.
2
Acknowledgment — Within 2 Business Days
We Acknowledge Receipt
CarePath will acknowledge your complaint within two business days of receiving it. We will confirm what information we have received and let you know who will be handling your complaint internally.
3
Review — Within 5 Business Days
We Review and Investigate
A designated CarePath staff member — separate from the consultant involved in your complaint — will review the details of your concern. We may reach out to gather additional information. Your account and service plan records will be reviewed as part of the process.
4
Response — Within 10 Business Days
You Receive a Written Response
CarePath will provide a written response to your complaint within 10 business days. This response will summarize our findings, explain any actions we are taking, and describe your options if you are not satisfied with our response.
5
Resolution or Escalation
We Work Toward Resolution
If your complaint is resolved to your satisfaction, we document the outcome and take any corrective steps needed. If you are not satisfied with CarePath's response, you have the right to escalate your complaint to your MCO, your county, or the Minnesota Department of Human Services at any time.
Complaint & Grievance Form
You may submit anonymously if you prefer. However, providing your contact information allows us to follow up with you directly. All complaints are handled confidentially and without retaliation.
Not sure where to start?
If something does not feel right, reach out to CarePath. We will listen, help you understand your options, and make sure your voice is heard.