Virginia Office for Protection and Advocacy

Virginia's Protection and Advocacy System Serving Persons with Disabilities

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 COMPLAINT AND SERVICE DISAGREEMENT PROCESS

COMPLAINT

A complaint is when you contact our Office and let us know that you are not happy because of something we did or did not do.  There are many reasons why you may feel you need to file a complaint.  Some examples of complaints would be if we returned your telephone call at a time that was not good for you or if you feel we have not shown you concern about your situation.  Whatever your reason is, you have the right to file a complaint.  Anyone that applies for our services can file a complaint.  This includes you, a family member, or your representative.

We ask that you share your feelings with the person who helped you with your problem or situation.  If you would feel better filing your complaint with someone else, you may contact that person’s supervisor at 1-800-552-3962.  It doesn’t matter who you contact.

You can also contact us, in writing, if you think we have done something that is against the law.  If you think we have done something against the law, you should write to us as soon as possible, but at least within sixty (60) days.

SERVICE DISAGREEMENTS

You may also contact our Office, to let us know that you did not like our action or decision.  You, a family member, or your representative may tell us you disagree if:

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You think that we should have given you some type of service.
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You are not happy with the service that we did provide you.
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You think we did not meet our legal obligation to you.

If you want to make a service disagreement, you need to contact our Office.  You have thirty (30) calendar days to make a service disagreement.  Please send us the following information:

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Your name, address, telephone number, and the disability you have.
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 The action or decision you disagree with and the approximate date of our decision.
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What you want us to do about it.
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Send any other information you think might help clear this up.

If you are unable to write, anyone in our Office can help you write up your disagreement, but we cannot tell you what to write.  VOPA will review your disagreement and all supporting materials. You will receive a response as soon as possible.

If you have questions about how to make a complaint or service disagreement, or if you would like a formal copy of our Complaint Policy or Service Disagreement Policy, anyone who works here can help you.  Call us at 1-800-552-3962, e-mail us at general.vopa@vopa.virginia.gov, or write to us at:

Virginia Office for Protection and Advocacy
1910 Byrd Avenue, Suite 5
Richmond, Virginia  23230

 

 

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Last modified:  03/28/2012