Wisconsin Medicaid and BadgerCare Plus
Complaints and Fair Hearings
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Please Note: The following information is about non-emergency
medical transportation. If you have a medical emergency you should call
Non-emergency medical transportation is a public transportation and
shared ride service. Rides can include public transportation (such as a
city bus), rides in specialized medical vehicles, or rides in other
types of vehicles depending on your medical and transportation needs. If
public transportation is not available, you will not be required to take
Medical Transportation Management, Inc. (MTM, Inc.), Wisconsin’s
Medicaid and BadgerCare Plus transportation manager. MTM, Inc. schedules
and pays for rides to Medicaid and BadgerCare Plus covered health care
You or your chosen representative can make complaints about the
service you received to MTM, Inc. Complaints may be about things like
having a hard time getting a ride, long waiting times, or drivers who
are late to pick you up. MTM, Inc. cannot help you with a problem until
you file a complaint.
To file a complaint with MTM, Inc., you or your chosen representative
- Call MTM, Inc’s “We Care” number at 1-866-436-0457.
- Write to MTM, Inc. at the following address:
5117 W Terrace Drive
Madison, WI 53718
When filing a complaint, you must have your ForwardHealth ID number,
name and date of service.
MTM, Inc. will mail you a response within 10 business days of
receiving your complaint.
If you are not happy with how your complaint was resolved, your
response letter will explain what next steps you can take.
Denied Transportation Services
If you were denied a transportation service by MTM, Inc. and you do
not think it should have been denied, you have the right to appeal. For
example, denials may include a denied ride or denied payment for meals
or overnight stays.
To appeal a denied transportation service, you can either appeal to
the MTM, Inc. Ombudsman or request a fair hearing directly from the
Division of Hearings and Appeals.
Appealing to the MTM, Inc. Ombudsman is optional, but may be the
fastest way to resolve your denial because you may be able to come to an
agreement without having to wait for a fair hearing with the Division of
Hearing and Appeals to take place.
Appeals with the MTM, Inc. Ombudsman
To appeal to the MTM, Inc. Ombudsman, you can:
- Call the “We Care” number at 1-866-436-0457 and ask to file an
- Or write to: MTM Inc.
5117 W Terrace Drive
Madison, WI 53718
If you request an appeal, MTM Inc. will send you a letter within 10
business days, even if the appeal is not resolved.
If the appeal is not resolved within 10 business days, MTM will send
you a final letter after a decision has been made. The appeal process
will not take more than 45 days.
If you are not satisfied with the decision of the MTM, Inc.
Ombudsman, you can follow the continued appeal process described in the
If you are still not satisfied, you may still request a fair hearing
with the Division of Hearing and Appeals.
If you would like to request a fair hearing with the Division of
Hearings and Appeals now, you must submit your request within 45 days of
the date of your letter.
To request a fair hearing with the Division of Hearings and Appeals,
complete the Request for Fair Hearing form and submit to:
Department of Administration
Division of Hearings and Appeals
PO Box 7875
Madison WI 53707-7875
You can get the Request for Fair Hearing form online at
or by calling (608) 266-3096.
You can also choose to write a letter to the Division of Hearings and
Appeals in place of the form. Your letter should include the following:
- Your name.
- Your mailing address.
- A brief description of the problem.
- The name of the agency that took the action or denied the
- Your social security number.
- Your signature.
If you need help with asking for a fair hearing, please call
For more information
For more information about fair hearings, refer you your
ForwardHealth Enrollment and Benefits handbook online at dhs.wi.gov/em/customerhelp
or call 1-800-362-3002.
For more information about Scheduling Rides, Meals and Lodging,
Complaints, New Rules:
August 16, 2013