Complaints

1. Complaining about Carevo

If something on this site is wrong, if we handled your enquiry badly, or if you are unhappy with how we used your details, tell us first. Email [email protected] with what happened and what you would like us to do.

We aim to acknowledge within 2 business days and respond fully within 20 business days. If a factual error is confirmed we correct it and note the change on the page.

If you are unhappy with how we handled your personal information and our response does not settle it, you can report it to the Federal Trade Commission at reportfraud.ftc.gov, to your state attorney general, or, if you live in California, to the California Privacy Protection Agency.

2. Complaining about a care provider

Carevo is not a care provider and does not employ caregivers. We cannot investigate a provider, and we have no power over one. The right routes are:

• The provider's own complaints procedure first. Medicare-certified providers must have one and must tell you about it.
• Your state survey agency, usually part of the state department of health. It takes complaints about nursing homes, home health agencies, hospices and other Medicare- and Medicaid-certified providers, and it can inspect as a result.
• The long-term care ombudsman for nursing home and assisted living residents. The service is free and confidential. The Eldercare Locator (1-800-677-1116) can connect you to yours.
• Medicare on 1-800-MEDICARE (1-800-633-4227), or your regional Beneficiary and Family Centered Care Quality Improvement Organization for quality of care complaints about a Medicare-covered service.
• Adult Protective Services in your state if someone is at risk of abuse, neglect or exploitation. If someone is in immediate danger, call 911.
• Your state licensing agency for providers that are state licensed but not Medicare certified, such as many assisted living residences and non-medical home care agencies. Licensing rules differ by state, and some states do not license non-medical home care at all.

3. Challenging a funding decision

These are the ones people most often do not realize they can challenge. Deadlines are short and printed on the notice you received, so read it first.

• Medicare: a denial notice says how to appeal. Appeals start with a redetermination or reconsideration, and for some services, such as ending home health or skilled nursing, there is a fast appeal to the Quality Improvement Organization. 1-800-MEDICARE or your State Health Insurance Assistance Program (SHIP) can explain the steps.
• Medicaid: you have a right to a state fair hearing. The notice of denial, reduction or termination gives the deadline and how to ask. Ask quickly, and ask whether services continue while you appeal.
• VA benefits: a decision letter lists your review options, which include a supplemental claim, a higher-level review and an appeal to the Board of Veterans' Appeals. You generally have one year from the decision. An accredited Veterans Service Officer can help for free.
• Supplemental Security Income (SSI): ask for reconsideration within 60 days of receiving the notice.

Free, independent help

Your State Health Insurance Assistance Program (SHIP) gives free Medicare counseling. Your local Area Agency on Aging can explain state programs and help with Medicaid applications. Legal aid organizations and elder law clinics help with appeals. Some have eligibility limits, so check before asking for casework.

Who you are complaining to

Carevo Pty Ltd (ABN 69 696 950 919), a company registered in Australia, at 6/11 York St, Sydney NSW 2000, Australia.