Grievance/Complaint Process

A grievance is a complaint you may have about HIV/AIDS related medical care and support services. The Ryan White HIV/AIDS Treatment Modernization Act mandates, by law, that consumers have access to a formalized process to address their concerns. As an eligible consumer, you have the right to access services, to receive services that meet standards set forth by the Inland Empire HIV Planning Council, and to be treated fairly by service providers. The “Grievance Process” is a formal process with which you can file a complaint and have it addressed.

How To File A Grievance

  • Complete a Grievance Form, which is available from your Ryan White Program Service Provider.
  • VERY IMPORTANT: The grievance must first be filed with the Provider concerning the grievance. The Provider needs to have an opportunity to resolve the issue at its level before it moves to the next level.
  • Grievances unresolved at the Provider level will then be forwarded to the Ryan White Program Office within 10 business days after the Provider has completed their process.
  • The Ryan White Program staff investigates the grievance.
  • A written response advising of the final decision with regard to the grievance and the basis for the decision will be sent to the Consumer from the Ryan White Program.

For more information, please contact:
San Bernardino County
Public Health Department
Ryan White Program
172 W 3rd Street – Basement
San Bernardino, CA 92415-0010
(909) 387-6492