Making a Complaint About Disability Services in Grand Rapids, Michigan

If you live in Grand Rapids, MI and are unhappy with the way a disability service has treated you, you have the right to complain and have your concerns taken seriously. All disability service providers in Michigan are required to have a complaints or grievance process and to tell you how to use it.

In West Michigan, many people with disabilities receive services through local providers, hospitals, and agencies connected with:

  • Spectrum Health and Corewell Health in Grand Rapids
  • Trinity Health Grand Rapids
  • Metro Health – University of Michigan Health
  • Mercy Health
  • Local home- and community-based service agencies
  • Michigan Department of Health and Human Services (MDHHS) programs

Speaking directly with the disability service provider is usually the best first step, but you do not have to do this alone.

You Can Complain About Any Aspect of Your Disability Care or Treatment

You can make a complaint about any disability service provider in Grand Rapids or Kent County if you believe they have:

  • Treated you unfairly or discriminated against you because of your disability
  • Provided poor quality care or unsafe services
  • Failed to respect your rights or dignity
  • Ignored your needs related to mobility, communication, or accessibility
  • Not followed your care plan or support agreement

You can complain about:

  • The disability service organization
  • Individual staff members
  • Contractors or support workers
  • Any services they provide (in-home care, group homes, day programs, transportation, supported employment, etc.)

Who Can Make a Complaint?

Anyone can make a complaint, including:

  • The person receiving disability services
  • A parent, guardian, or family member
  • A carer or friend
  • A professional advocate or case manager
  • A legal representative

You do not lose services just because you make a complaint. In fact, feedback often helps providers in Grand Rapids improve the quality and safety of their disability support services.

Step 1: Talk to the Disability Service Provider

As a first step, try to talk with the person or service involved. Sometimes a problem is caused by a misunderstanding or lack of communication, and a conversation or apology can resolve it quickly.

You can:

  • Speak to the staff member directly
  • Ask to talk with a supervisor, manager, or program director
  • Contact the organization’s patient advocate, client rights officer, or customer service department (many larger providers like Spectrum Health and Trinity Health Grand Rapids have these roles)

Tips for Raising Your Concern

It is usually best to make your complaint as soon as possible. The longer you wait, the harder it can be to remember details or gather information.

When you contact the service:

  • Explain what happened, when, and where
  • Describe how it affected you
  • Say what you would like to see happen (for example, an apology, a change to your care, staff training, or a review of policies)
  • Keep notes of who you spoke with and the dates

You can complain:

  • In person
  • By phone
  • In writing (email or letter)
  • Through an online complaint form, if the provider has one

Step 2: Ask for Support From Someone You Trust

It is completely okay to ask for support when making a complaint. You do not have to do this alone.

You can ask:

  • A family member, friend, or carer
  • A case manager or social worker (for example, from Spectrum Health, Trinity Health Grand Rapids, Metro Health, or Mercy Health)
  • An independent disability advocate
  • A legal aid or disability rights attorney

Having someone with you can help you feel more confident, especially if you are nervous about speaking up or if there is a power imbalance with the provider.

Many disability service providers in Grand Rapids and across Michigan welcome feedback because it helps them:

  • Improve accessibility and communication
  • Address staff training needs
  • Identify bigger problems that may affect other clients

All disability support services that are licensed, funded, or contracted through state or federal programs must have a clear process for hearing and responding to complaints.

The service should:

  • Acknowledge your complaint
  • Explain their complaints process
  • Investigate the issue
  • Keep you updated on progress
  • Provide a response and any actions they will take

If you do not feel heard, or the service does not respond, you can move to the next step.

Step 3: Make a Formal Complaint to a Regulatory Body or Authority

If you cannot resolve your complaint directly with the disability service provider, or if the issue is serious (for example, abuse, neglect, discrimination, or major safety concerns), you can contact a regulatory body or oversight agency.

Because disability services in Grand Rapids can be funded through different programs (Medicaid, Medicare, private insurance, state programs, or federal programs), it is wise to call first and confirm that you are contacting the right organization.

Below are key options and resources relevant to Grand Rapids and Michigan.

Key Disability Complaint Resources for Grand Rapids, MI

1. Kent County Health Department & Grand Rapids Public Health

For public health–related disability services or community-based programs in Kent County:

  • Kent County Health Department – Can direct you to appropriate complaint channels for county-funded services and local public health programs.
  • Grand Rapids Public Health – May help connect you with local resources or advocacy services.

Check their websites or call their main lines for current contact numbers and complaint procedures.

2. Michigan Department of Health and Human Services (MDHHS)

Many disability services in Grand Rapids are funded or coordinated through MDHHS, including:

  • Medicaid-funded home- and community-based services (HCBS)
  • Case management and community mental health services
  • Long-term care supports

If your service is funded by MDHHS or Medicaid, you can:

  • File a grievance or appeal through your Medicaid health plan
  • Contact your local MDHHS office serving Grand Rapids and Kent County
  • Ask to speak with a client rights officer if your services are through a community mental health provider

3. Health Facility or Hospital Patient Relations

If your complaint involves disability-related care at a hospital or clinic in Grand Rapids, you can contact:

  • Spectrum Health / Corewell Health – Patient Relations or Patient Advocacy
  • Trinity Health Grand Rapids – Patient Relations / Patient Experience
  • Metro Health – University of Michigan Health – Patient & Family Relations
  • Mercy Health – Patient Advocacy

These offices help patients and families resolve concerns about:

  • Accessibility and accommodations (for example, wheelchair access, interpreters)
  • Communication issues
  • Respect, privacy, or discrimination
  • Quality and safety of care

If the hospital does not resolve your complaint, you may then contact state or federal oversight agencies.

4. Michigan Protection & Advocacy Service, Inc. (MPAS)

Michigan Protection & Advocacy Service (MPAS) is the state-designated protection and advocacy system for people with disabilities. They provide:

  • Information about your rights
  • Advocacy support
  • Help with serious issues such as abuse, neglect, or denial of necessary services

MPAS serves people in Grand Rapids and throughout Michigan. They can help you understand which agency to contact and may advocate on your behalf.

5. Disability Rights and Discrimination Complaints

If you believe you have been discriminated against because of your disability (for example, denied services, refused reasonable accommodations, or treated unfairly), you may contact:

  • Michigan Department of Civil Rights (MDCR) – Handles complaints of discrimination under state law, including disability discrimination in services, housing, and employment.
  • U.S. Department of Justice (DOJ) – ADA Information Line – For Americans with Disabilities Act (ADA) issues related to public services and places of public accommodation.

These agencies can explain your rights and how to file a formal discrimination complaint.

6. Abuse or Neglect of a Person With a Disability

If you suspect abuse, neglect, or exploitation of a person with a disability in Grand Rapids:

  • Call 911 if there is immediate danger.
  • Contact Adult Protective Services (APS) through MDHHS for adults with disabilities.
  • If a child with a disability is involved, contact Child Protective Services (CPS) through MDHHS.

You can also seek guidance from:

  • Michigan Protection & Advocacy Service (MPAS)
  • Local law enforcement (Grand Rapids Police Department or Kent County Sheriff) for criminal concerns

These agencies can investigate and help protect the safety of the person with a disability.

What You Can Complain About

You can complain if a disability service provider in Grand Rapids has:

  • Not provided the disability supports or services you were promised
  • Not treated you with dignity and respect
  • Ignored your requests for reasonable accommodations
  • Failed to provide adequate information about services so you can make an informed choice
  • Refused to give you access to your own health or service records when you asked
  • Used or shared your health information without your consent, except where the law allows it
  • Put your health or safety at risk through poor practices or unsafe environments
  • Failed to consider your needs during Michigan’s cold winters (for example, unsafe transportation, lack of proper mobility support in ice and snow, or inadequate heating)

You can also complain about:

  • Long wait times that significantly affect your health or ability to function
  • Communication barriers (no interpreter, no accessible formats, not explaining things clearly)
  • Staff attitudes, harassment, or bullying

Steps for Making a Disability Service Complaint in Grand Rapids

Step 1: Speak Directly With the Staff Member (If Safe to Do So)

  • Explain your concern calmly and clearly.
  • Ask for an explanation and what can be done to fix the problem.
  • If you feel unsafe or uncomfortable, skip this step and go directly to a supervisor or external body.

Step 2: Speak With Someone in Charge at the Disability Service

  • Ask for the manager, supervisor, program director, or client rights officer.
  • Request a copy of their complaints policy.
  • Submit your complaint in writing and keep a copy.
  • Ask when you can expect a response and how they will update you.

Step 3: Lodge Your Complaint With an External Body

If the issue is not resolved, or is serious, you can:

  • Contact your Medicaid health plan or insurance company (for covered services).
  • Contact MDHHS or the relevant state licensing or oversight agency.
  • Contact Michigan Protection & Advocacy Service (MPAS) for rights-based support.
  • File a discrimination complaint with the Michigan Department of Civil Rights if you believe you were treated unfairly because of your disability.
  • Contact Adult Protective Services or Child Protective Services for abuse or neglect.

Local Context: Disability Services and Seasonal Health in Grand Rapids

Living in Grand Rapids and West Michigan brings specific challenges for people with disabilities:

  • Cold, snowy winters can make mobility, transportation, and home safety more difficult. Disability services must plan for safe access, snow and ice, and reliable transportation.
  • Rapid weather changes around the Great Lakes can affect people with respiratory, cardiac, or mobility issues.
  • Urban and suburban mix in the Grand Rapids metro area means some people rely heavily on paratransit or specialized transportation to reach healthcare, work, or school.

If your disability service provider does not take these local conditions into account—for example, by failing to provide safe winter access or canceling essential services without alternatives—you may have grounds to raise a complaint about safety and adequacy of care.

Getting Help to Make a Complaint

If you are unsure where to start, consider:

  • Asking your primary care provider, social worker, or case manager at Spectrum Health, Trinity Health Grand Rapids, Metro Health, or Mercy Health for guidance.
  • Contacting Michigan Protection & Advocacy Service (MPAS) for disability rights information and advocacy.
  • Reaching out to local disability organizations and support groups in Grand Rapids for peer support and referrals.

You have the right to:

  • Be heard and taken seriously
  • Receive safe, respectful, and accessible disability services
  • Ask questions and get clear answers
  • Have someone support or advocate for you
  • Make a complaint without fear of losing services or being punished

Using the complaint process—whether within the organization or through state and local agencies—helps protect your rights and can improve disability services for everyone in Grand Rapids, Michigan.