Description:Beneficiaries: What to do if you have a complaint or inquiry
If you have a problem getting needed DMEPOS items or services or if you are concerned about the quality of the supplies and services you are receiving, there are several ways that you can get help.
1.Contact your supplier. If you already have your DMEPOS item(s) but are having problems getting needed supplies or services, you should first contact your supplier. Your supplier:
• Must provide regular business hours and after-hour access telephone number(s).
• Is obligated to acknowledge your complaint and respond to you.
• Must let you know they received your complaint and are investigating it within 5 calendar days.
• Must send you the result of your complaint and provide his or her response win writing within 14 calendar days.
2.Call 1-800-MEDICARE. 1-800-633-4227 to get help. TTY users should call 1-877-486-2048. If you need help in a language other than English or Spanish, say “Agent” to talk to a customer service representative.
3.Contact the CAO. If you have contacted the supplier and 1-800 MEDICARE, but still need help, ask the 1-800-MEDICARE representative to submit your complaint or inquiry to the CAO. The CAO helps to ensure that your complaint/inquiry is resolved.