Discrimination Complaint Procedure

Section 1557 of the Affordable Care Act (ACA) bars discrimination in health care programs and activities that get money from the federal government.

It is against the law for MassHealth to discriminate against you or treat you unfairly based on your race, color, national origin, age, disability, or sex (including pregnancy, sexual orientation, gender identity, and sex characteristics).

If you believe that you have been treated unfairly for any of these reasons, you may submit a complaint (also known as a grievance).  It is against the law for MassHealth to retaliate against anyone who reports discrimination, submits a complaint, or takes part in the investigation of a complaint.

File a complaint with MassHealth

MassHealth has a Compliance Coordinator who will help you with your complaint.

If you wish to submit a complaint, you must do so within 60 days of the date on which you believe the unfair treatment occurred.

To submit a complaint:

1. Fill out the "Discrimination Complaint Form"
2. Mail, Fax, or Email the form to the Compliance Coordinator.

Mail: 
Section 1557 Compliance Coordinator
1 Ashburton Place, 10th Floor
Boston, MA 02108

Fax: [phone]
Email: [e-mail].

3. If you’d like help, call the Compliance Coordinator at [phone] TDD/TTY: 711 or [phone]).

MassHealth Complaint Form

MassHealth Complaint Form

MassHealth Complaint Form 

Formulario de queja de MassHealth

Formulario de queja de MassHealth

What to expect

• Your complaint will be investigated by the Compliance Coordinator (The compliance Coordinator will only share your file with people who need to know about the case.) 
• The Compliance Coordinator will tell you if more information is needed to complete the investigation.

What happens after the investigation

• The Compliance Coordinator will then send you a written decision within 60 days of receiving the complaint.
• An appeal form will be included with the Compliance Coordinator’s decision.
• To appeal, you must submit the appeal form to the Assistant Secretary for MassHealth within 30 days of receiving the Compliance Coordinator’s decision.

Please send your appeal to this address.

Assistant Secretary for MassHealth
1 Ashburton Place, 10th Floor
Boston, MA 02108
Fax: [phone]
Email: [e-mail].

• For help with an appeal, call the Compliance Coordinator at [phone] TDD/TTY: 711 or [phone]).
• The Assistant Secretary for MassHealth will respond within 60 days from the date that your appeal was received.

Other ways to file a complaint

File a complaint with the U.S. Department of Health and Human Services, Office for Civil Rights HHS OCR) in the following ways:

• Electronically through the Office for Civil Rights Complaint Portal,
• By phone at 1-800–868–1019 (TDD: 1-800–537–7697), or
• By mail:

U.S. Department of Health and Human Services
200 Independence Avenue SW
Room 509F, HHH Building
Washington, DC 20201

• HHS OCR complaints must be filed within 180 days of the date of the alleged discrimination
• Office for Civil Rights Complaint Forms

You can also file a complaint in court.

Disability accommodations and language assistance

• If you have a disability or English is not your primary language, MassHealth can help you.
• Free aids and services are available to help you communicate effectively with MassHealth. Examples include qualified interpreters, alternative format materials, and a barrier-free location for the proceedings. If you need this assistance, please contact the Compliance Coordinator.
• If you need any of these arrangements, please contact the Compliance Coordinator at [phone], TDD/TTY: 711 or [phone], fax: [phone], or email: [e-mail]

Learn more about the complaint process

Contact the Compliance Coordinator to learn more about Section 1557 of the ACA (42 U.S.C. 18116) and its implementing regulations at 45 CFR part 92, issued by the U.S. Department of Health and Human Services. You can read them in the office of the Section 1557 Compliance Coordinator.

Last updated:	November 5, 2024