What is a Complaint?

There are two types of complaints, informal and formal. There is one informal complaint and two types of formal complaints:

• Informal - An informal complaint is something you make to express that you are unsatisfied with your services. An informal complaint is usually made to your Network Provider.
• Formal - A formal complaint is a "grievance". A grievance is a formal expression of your dissatisfaction with services provided by a community mental health agency, Network Provider, or the RSN. Another type of formal complaint is an "appeal". An appeal is a formal disagreement filed with the RSN about a Notice of Action you received regarding your mental health services.

How Can I File a Complaint or Grievance?

• You can file a complaint or grievance directly with your Network Provider either orally or in writing.
• You can file a complaint or grievance with the Thurston Mason RSN either orally or in writing by contacting the RSN at (360) 867-2602 or (800) 658-4105 or 412 Lilly Road NE Olympia WA 98506.
• You can contact the Ombuds to assist you with a filing complaint or grievance either orally or in writing at (360) 867-2556 or 412 Lilly Road NE Olympia WA 98506.

I received a Notice of Action from the Thurston Mason RSN, what do I do?

If you have questions about a Notice of Action that you received from the RSN please contact our Customer Service Department for assistance.

What is the Ombuds?

An Ombuds is a helper whose job it is to assist you to solve problems that you may have with your counselor, case manager, your mental health clinic, or the agencies that help you get mental health care. The Ombuds can also assist consumers with understanding their rights, advance directives, and other information you may have received from your provider or the Thurston Mason RSN. You can contact the Ombuds at (360) 867-2556 or (800) 658-4105.

To download the complete 'Grievance Help Chart', see How to File Complaints and Grievances [PDF].