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Office of Mental Health

Customer Relations

Customer Relations is the main point of contact for the Office of Mental Health (OMH). This office provides information, resources, and accepts complaints about mental health services in New York State.

Customer Relations is not a crisis hotline. If you are in need of emotional support, 988 is available.

Allegations of Abuse & Neglect should be directed to the New York State Justice Center for the Protection of People with Special Needs: 1-855-373-2122.


WHAT DO I DO IF I HAVE A COMPLAINT ABOUT A MENTAL HEALTH PROVIDER?

If you or someone you know is receiving services affiliated with OMH and there is a complaint, we encourage you to follow these steps:

  1. Speak with and explain your concerns to the person who is providing services. This may include a Case Manager, Counselor, or Staff Member.
  2. If you are not satisfied with how your complaint is being addressed by the person you spoke with, speak to the person in charge of the program. This may include a Supervisor, Clinical Director, Program Manager, or Executive Director. You may need to file a formal complaint with the provider based on the provider’s complaint resolution process.

If you continue to feel that your concern has not been addressed to your satisfaction, contact Customer Relations.


FILING A COMPLAINT

FILE A COMPLAINT

When contacting Customer Relations with complaints, you will be asked to share any known details such as:

  • Name of the individual receiving services
  • Contact Information
  • Program name and location

If your mental health provider is licensed by OMH, they are required to have a designated department to address complaints that are reported to Customer Relations.


WHAT DOES CUSTOMER RELATIONS DO WITH A COMPLAINT?

OMH is dedicated to addressing and resolving complaints regarding mental health services in New York State. We strive to handle complaints in a professional and timely manner.

After receiving a complaint, we carefully review it and then refer it to the appropriate OMH Field Offices or Psychiatric Centers for resolution. Our primary objective is to resolve complaints as quickly as possible, with a goal of no later than 45 days, although complaints are typically resolved within 10 days.

Please note that all information collected by Customer Relations is considered protected health information.

If you wish to request records through the New York State Freedom on Information law, you need to complete a Foil request.


CONTACT CUSTOMER RELATIONS

CONTACT FORM

By Phone: 1-800-597-8481
Staffed 9 am – 6 pm, Monday-Friday, excluding holidays

Translation Services Available
Relay users, please dial: 7-1-1 or 1-800-622-1220

By Mail:
New York State Office of Mental Health
Customer Relations
44 Holland Avenue
Albany, New York 12229


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