Customer service requests
Questions, problems or complaints about TrueCare. This is also TrueCare's grievance process.
TrueCare FMS is the Financial Management Services provider for people in California’s Self-Determination Program. If you are unhappy with our services or with anyone on our staff, you have the right to file a grievance, and we have to take it seriously. This page explains how.
Who can file
- Participants in the Self-Determination Program we serve.
- Family members, authorized representatives and independent facilitators acting for a participant.
- Providers and workers paid through TrueCare, about our services or staff.
- Anyone else who asks — we give a copy of this process to any party on request.
How to file
- In your TrueCare portal: participants and families go to Forms → Customer Service Request; providers and facilitators go to Forms & Documents → Customer service request.
- In writing: email or mail us. Say what happened, when, and how you would like us to contact you.
- By phone or email: (213) 419-6133 · welcome@truecarefms.com
If you need help writing it down, in Spanish or another language, or in another format, ask us and we will help you file it.
What happens next
- We record your grievance and give it a reference number you can use when you contact us.
- A TrueCare team member investigates: we review the records and talk with the people involved.
- We resolve it within 60 calendar days of receiving it.
- You receive a written resolution explaining what we found and what we decided.
- If the grievance is substantiated, the letter describes the corrective action plan we will carry out, and by when.
Corrective action plans
When we find that a grievance is substantiated, we write a corrective action plan: what we will change, who is responsible, and the date it will be done. We track it until it is complete, and you receive a detailed description of it.
Confidentiality
We keep grievances and our investigations confidential, as required by California Welfare and Institutions Code section 4514. Information is shared only with the people who need it to investigate or resolve the grievance, or as the law allows.
Filing a grievance will never affect the services you receive or the payments you are owed.
If your concern is about someone else
Some concerns are about a provider, a regional center, or another organization rather than TrueCare. We cannot investigate those ourselves, but we will tell you which organization can, and how to reach them — for example your regional center service coordinator. If someone is in danger, call 911.
Your rights — other places you can go
You can contact these at any time, before, during or after our process:
- Department of Developmental Services — Appeals, Complaints and CommentsHow to appeal a regional center decision, file a complaint that your rights under the Lanterman Act were violated, or comment to DDS. DDS Appeals & Complaints · (916) 654-1987
- Office of the Developmental Services OmbudspersonIndependent help for participants and families with questions or problems about regional center services and the Self-Determination Program. Office of the Ombudsperson · (877) 658-9731 · ombudsperson@dds.ca.gov
- Clients’ Rights AdvocateEvery regional center has a Clients’ Rights Advocate (through Disability Rights California) who can help with a complaint that your rights were violated (Welfare and Institutions Code section 4731). Ask your service coordinator for their contact information.
How we report
Every six months we report a summary of all grievances and complaints, and what we did about them, to the Department of Developmental Services, each participant’s regional center, and San Diego Regional Center. The summary uses reference numbers, not names.