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How to file a grievance

Report by phone

You can express your concerns about Cardinal Innovations, our team members, or the care we provide via our toll-free line at 1-888-213-9687. Leave us a message with your name and number if you would like a team member to follow up with you. If you choose, you can leave an anonymous message. Our staff members check the concern line Monday-Friday and send grievances to our Quality Management team. Grievances are typically resolved within 30 calendar days.

Report by mail

Download and mail completed form to: 

Cardinal Innovations
Attn: Quality Management
550 South Caldwell St., Suite 1500
Charlotte, NC 28203

Report in-person

You can speak with your provider about your concerns and he/she can file a grievance on your behalf. Each Cardinal Innovations network provider has a grievance process in place to support you.
If you aren't satisfied with the resolution of a grievance, you can request a Formal Level of Review following the initial review of the grievance. The Formal Level of Review Form is sent to you with the Grievance Resolution Letter. You must complete the Formal Level of Review Form and return it to Cardinal Innovations within 15 business days of the date on the resolution letter.

What is a grievance?

A grievance is a complaint about service quality, timeliness, or a team member. You may file a grievance with Cardinal Innovations by phone, by mail, or in person. Your provider also may file a grievance on your behalf.

Do you want to discuss your concern before filing a grievance?

Before filing a grievance, you can call 1-800-939-5911 or email us to discuss your concern.

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