What should I do if I have a complaint?
We want to help. If you have a complaint, please call us toll-free at 1-800-434-2347 or locally at 210-358-6060 to tell us about your problem. A Community First Health Plans Member Services Representative can help you file a complaint. Just call 1-800-434-2347. Most of the time, we can help you right away or at the most within a few days.
Once you have gone through the Community First complaint process, you can file a complaint to the Health and Human Services Commission (HHSC) by calling toll-free 1-866-566-8989. If you would like to make your complaint in writing, please send it to the following address:
Texas Health and Human Services Commission
Ombudsman Managed Care Assistance Team
P.O. Box 13247
Austin, TX 78711-3247
If you can get on the Internet, you can submit your complaint at hhs.texas.gov/managedcare-help.
What are the requirements and time frames for filing a complaint?
You can file a complaint with Community First at any time.
How long will it take to process my complaint?
We will mail you a letter within five (5) days to tell you we have received your complaint. Then, we will mail you our decision within 30 days.
Read more on how to file a complaint in your Member Handbook.