Complaints & Concerns

Please tell us — we want to know. If something has gone wrong, or you are simply not happy with the service you received, we would rather hear about it than not. Most concerns are resolved quickly with a phone call.

You can complain by telephone

You do not have to put your complaint in writing. We accept complaints made by telephone, in person, by email or by letter, and we record and investigate all of them the same way. You do not need to give a reason for choosing one method over another.

Start with a phone call

Call us

(203) 576-8642

Monday to Friday, 9:00 a.m. to 5:30 p.m.

Ask for the Compliance Officer, or leave a message and we will call you back.

Email or write

Chris Collins, Compliance Officer

chris@collinsmedical.net

Collins Medical Equipment

1526 Barnum Avenue, Suite 1

Bridgeport, CT 06610

What happens next

  1. We record it. We log your name, contact details, a summary of your concern, the date we received it, and who took it.
  2. We acknowledge it. Someone will get back to you to confirm we have your concern and explain what happens next.
  3. We investigate. We look into what happened, speak to the staff involved, and review the records.
  4. We resolve it and tell you. We will explain what we found and what we are doing about it.
  5. We keep the record. Complaint records are retained at our facility as required by Medicare Supplier Standards 19 and 20.

You will never be penalized for complaining. You will not be refused service, treated differently, or retaliated against in any way for raising a concern. That applies whether you complain to us, to our accreditor, or to a government agency — and whether or not you tell us first.

If you are not satisfied with our response

You do not have to come to us first, and you can go to any of the organizations below at any time.

Our accreditor

The Compliance Team, Inc.

(888) 291-5353

thecomplianceteam.org

For any concern about the quality of our service or our compliance with accreditation standards.

Medicare

1-800-MEDICARE

(800) 633-4227

TTY (877) 486-2048

medicare.gov

For concerns about billing, coverage, or your Medicare-covered equipment.

Privacy concerns

U.S. HHS Office for Civil Rights

(800) 368-1019

TDD (800) 537-7697

hhs.gov/ocr

If you believe your health information privacy rights have been violated.

Home improvement work

CT Department of Consumer Protection

(860) 713-6100

portal.ct.gov/dcp

For concerns about accessibility installation work performed under our Connecticut Home Improvement Contractor registration, #0624802.

Help us look into it faster

It helps if you can tell us:

  • Your name and the best way to reach you.
  • The date the problem happened, and roughly when.
  • What equipment or service it concerns, and your order number if you have it.
  • The names of any Collins staff involved, if you know them.
  • What you would like us to do to put it right.

If you do not have all of this, please contact us anyway. We would rather have an incomplete complaint than none at all.

Would you like a printed copy?

We will mail you a paper copy, or hand you one at our Bridgeport location, free of charge — just ask. You do not need to give a reason.

Call (203) 576-8642 · Monday to Friday, 9:00 a.m. to 5:30 p.m.