How to file a complaint with Community Care Licensing

By phone

1-844-LET-US-NO (1-844-538-8766), CCLD's Centralized Complaint and Information Bureau.

By email

[email protected]

Online

The Community Care Licensing Complaint Web Page. The online form asks for the facility's physical address; CDSS says that if you can't find it, call or email instead.

Your identity stays anonymous unless you give CDSS permission to use it, according to its complaint page. If you include contact information, you'll get written confirmation that the complaint was received and, when the investigation is done, written notice of the findings.

The online form says CCL can only investigate a complaint allegation that demonstrates a violation of licensing laws, so a clear, specific complaint helps. Useful details include:

• the facility's name, address and license number (each facility page here shows its number);
• what happened, when, and who was involved;
• whether it is still happening or has happened more than once;
• anyone else who saw it or may know about it.

CDSS suggests trying to resolve minor concerns with the provider first, and filing a complaint if they aren't addressed and you believe licensing laws are being broken.

1. The local Regional Office may contact you by phone to get more details.
2. An unannounced visit to investigate is made within 10 days of receiving the complaint.
3. A Licensing Program Analyst or enforcement analyst is assigned as your point of contact.
4. Each allegation is found substantiated, unsubstantiated (inconclusive on older records) or unfounded. See what the findings mean.
5. If you gave contact information, you receive the results in writing.

Investigations take as long as their complexity requires. The resulting complaint report usually becomes part of the facility's public record, although CCLD says some complaint reports are confidential depending on the allegations and findings. Public complaint reports appear on the facility's page here after a later refresh, and statewide on Recent changes.

CDSS advises that if you believe there is physical or sexual abuse involved, you should also report it to local law enforcement. Other places to turn:

• Adult Protective Services. CDSS's consumer guide says each California county has an Adult Protective Services agency to help dependent adults who cannot meet their own needs or are victims of abuse, neglect or exploitation.
• The Long-Term Care Ombudsman program. The California Department of Aging says the program receives and investigates reports of suspected elder and dependent adult abuse in long-term care settings, including adult residential facilities. Its statewide hotline is 1-800-231-4024, available 24 hours a day.
• Your local police or sheriff's department, and CDSS itself at 1-844-538-8766, both listed on CDSS's resources page for adult care.

CDSS's guide also lists Disability Rights California, the agency designated under federal law to protect and advocate for the rights of Californians with disabilities, and the California Office of Patients' Rights for people receiving mental health treatment.

Not every concern needs a complaint. CDSS's consumer guide suggests asking whether a home has a client or family council, a way for the people who live there and their families to raise issues together, and Title 22 §85080 covers resident councils in ARFs. If a concern isn't resolved that way, or involves a licensing violation, a complaint is still open to you.

• Skilled nursing facilities and other health facilities are licensed by the California Department of Public Health. CDSS directs complaints about health care facilities to CDPH's Licensing and Certification Division.
• A disagreement with a report. If you are a licensee who disagrees with a citation, the appeal process is described on the back of the inspection form, not through the complaint line.
• Something on this site. If a page here doesn't match the state's record, use our contact page. We can't change or remove the state's reports; corrections to the record itself go to CCLD.