Client Rights: Frequently Asked Questions

The Wisconsin client rights grievance process is for anyone in the state of Wisconsin who is receiving services for mental health, developmental disabilities, or substance use. The grievance process is designed to address concerns about the services you are receiving or have received.

The Wisconsin client rights grievance process does not cover services received in an emergency room. It covers individuals with developmental disabilities, but not disabilities that are related to aging. For example, patients with disabilities related to Alzheimer’s are not covered. The Wisconsin client rights grievance process does not cover nursing homes, unless the patient has been admitted to the nursing home primarily to address developmental disabilities, substance use, or mental health concerns. The Wisconsin client rights grievance process typically does not cover landlord/tenant concerns.

The Client Rights Office does not directly advocate for individual patients, and staff cannot offer legal advice. The Client Rights Office cannot represent patients in legal matters, and staff have no authority over the court system.

The first step is the grievance process is to file a complaint directly with the organization providing you services.

For most patients in the state of Wisconsin: In general, all facilities providing services for mental health, substance use, or developmental disabilities are required by Wisconsin law to have a designated client rights specialist on staff (Wis. Admin. Code § DHS 94.40(3)). If you are unsure of how to file a complaint, tell your provider that you would like to speak to the client rights specialist. Tell the client rights specialist directly that you would like to file a grievance.

For individuals receiving services at Mendota Mental Health Institute, Winnebago Mental Health Institute, Sand Ridge Secure Treatment Center, Northern Wisconsin Center, Central Wisconsin Center, or Southern Wisconsin Center: Client rights grievance forms are available on every living unit. There are designated client rights facilitators at each of these facilities who will handle your initial grievance.

The grievance process (further outlined in Wis. Admin. Code ch. DHS 94) allows the provider to have the first opportunity to respond to client concerns. While it may seem difficult to speak first to the provider about your concerns, disagreements or concerns often can be resolved when the provider is given the chance to investigate and respond.

Wisconsin law states that you can file a grievance in writing or by speaking to someone. However, the Client Rights Office encourages grievances to be put in writing so the client rights specialist can respond accurately and completely to every concern.

The provider may ask you if you would like your grievance to be informal or formal. If you say that your grievance can be informal, you may not receive a written decision from the provider. If you ask for a formal grievance, the provider is required to provide you with a written decision.

The grievance decision or other accompanying correspondence will let you know how to appeal the decision to the second stage or level. The Client Rights Office examines issues when they reach the third stage of the grievance process.

No. The only issue that the Client Rights Office is able to examine first are issues with the grievance process itself. For example, if a provider states that they don’t have a grievance procedure or don’t have a designated client rights specialist.

You can file a grievance using the Wisconsin client rights grievance process. You also have a right to file a concern with the U.S. Department of Health and Human Services.

The Client Rights Office is able to assist with general questions regarding guardianship and the protection of patient rights. The Guardianship Support Center is also an excellent resource. If you would like to file a complaint about a guardian, please see the Corporate Guardianship page on the DHS website.