Questions and Complaints

What if I have questions or complaints?

IVRS will facilitate your rehabilitation program. Don't hesitate to ask questions about anything. You are entitled to the best service that IVRS can give you. Your comments, suggestions, and criticisms are important.

What can I do if I disagree with my counselor's decision?

After you talk with your counselor, if you still don't agree, the conselor will tell you what to do next.

• You may ask to talk to the counselor's supervisor.
• At any time during your program you may contact the Client Assistance Program (CAP) for help. You can reach CAP at 1-800-652-4298  (voice/TTY).
• You may request mediation of the dispute by a qualified mediator.

Appeal Procedures:
If you are an applicant or a customer of IVRS and are dissatisfied with a determination or service IVRS is providing, you may file an appeal.

A written request for a hearing must be made within ninety (90) days. This request must be mailed to or filed with IVRS.

An impartial hearing officer will be assigned to hear and decide your case. You will be given the opportunity for an informal administrative review prior to the impartial hearing.

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