Filling a Complaint

You have the right to bring complaints or recommendations related to safety, staff performance, quality of service and other concerns to our attention without fear of reprisal and without affecting your right to receive services from us.

You may submit your complaint verbally, in writing, or electronically:

  1. Phone - 610-868-1801
  2. Text - 610-868-1801
  3. Fax - 610-954-9367
  4. Email -
  5. Webform -

Your complaint will be taken seriously and will be investigated immediately by our Supervisor or Administrator. It will be reviewed in a fair, consistent and timely manner and, wherever possible, we will resolve it to your satisfaction. The details of your complaint and our findings, resolutions and designated follow-up actions will be documented and handled with the strictest of confidence. You will receive a response as soon as possible. On occasion, we may need additional time to thoroughly investigate and resolve the issue, but we will continue to keep you updated throughout the process.

We keep a log of all complaints received and maintain detailed records to support our internal complaint investigations. If for some reason ( (e.g., complaint is withdrawn) prior to our investigation, the complaint and reason for non-investigation is also documented in our records.

Where You Can Submit a Complaint

Should you have a complaint, with your Direct Care Worker, we encourage the two of you to discuss the issue and, if possible, come to an agreeable resolution. However, if you and the Direct Care Worker are not able to successfully resolve the problem; and/or if you would be more comfortable submitting your complaint directly to our Supervisor or Administrator, you can contact them at 610-868-1801

If you prefer to submit your initial complaint to an authority other than our Agency, or if you feel we have not resolved your complaint to your satisfaction, you can contact:

Agency Contact Information
Pennsylvania Department of Health 800-254-5164
Office of Equal Opportunity 717-772-9197, 800-622-5422
Pennsylvania Human Relations Commission 717-787-4410, TTY: 717-787-7279
Pennsylvania Department of Health Quality Assurance Complaint Hotline 800-757-5042
Philadelphia Regional Office 215-560-2496, TTY: 215-560-3599
Department of Human Services Bureau of Equal Opportunity 717-787-1127, TTY: 800-654-5484
Department of Labor & Industry Office of Equal Opportunity 717-772-9197 Or 1-800-622-542, TTY: 800-654-5984
Pennsylvania Human Relations Commission 717-787-4410, TTY: 717-787-7279, TTY users only

If you feel your Privacy Rights have been violated, you can submit a written complaint to:
U.S. Department of Health and Human Services
Office for Civil Rights
200 Independence Avenue, S.W.
Washington, D.C. 20201

If you feel your Civil Rights have been violated, you can submit a written complaint to:
U.S. Department of Health and Human Services
Office of Civil Rights
Centralized Case Management Operations
U.S. Department of Health and Human Services
200 Independence Avenue, S.W.
Room 509F HHH Bldg.
Washington, D.C. 20201

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