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Complaints

If have concerns about your call with IntelliRide or your driver, we want to know.

You have a right to complain. This may also be called a grievance. You can complain about anything except a decision about your coverage for services. For example, you can complain if you are unhappy with your service or think you were treated unfairly. You will not and cannot lose your access to transportation for filing a complaint. That’s the law!

How to File a Complaint

If you have a complaint, you can file it at any time. You or the person you choose to help you can submit a complaint at any time by phone or by chat during normal business hours. If you would like to follow up on your complaint, please provide your name, Medicaid ID, address and phone number.

  • Phone: Call or leave a voice mail message at (855) 489-4999
  • Chat: Use IntelliRide’s online chat feature: gointelliride.com/Colorado
  • Mail: IntelliRide, Attn: Complaints, 2775 South Vallejo St, Englewood, CO 80110

Please include as much information as possible to help with the investigation into your complaint.

After You Submit a Complaint

IntelliRide will call or send you a letter within 2 business days to let you know we received your complaint. Someone who was not involved will review the complaint to find the best solution. If an investigation is needed, we may contact you for more information. Within 10 business days, we will contact you with our decision and the solution.

Additional Complaint Review

If you do not agree with the complaint decision and/or solution, you can call us at (855) 489-4999 to request an internal review.

Trip Denials

Your transportation request may denied for any of the following reasons:

  • You are not eligible for NEMT services on the date of your trip
  • Your treatment, facility or medical provider is not covered by the Health First Plan
  • You have access to a working vehicle and are using the NEMT service for convenience
  • You did not request the trip in advance (except for Members using mileage reimbursement of ancillary services)
  • The distance to your selected medical provider is too far

If your trip request is denied, we will provide the reason over the phone and mail you a written Notice of Denial. The written notice will explain the steps you should take to file an appeal and request a fair hearing if you do not agree with our decision.

Appeals and Hearings

If you believe IntelliRide made an error in its decision, you have a right to request an internal appeal and information review. Please contact us as soon as possible to initiate the review:

  • Phone: Call or leave a voice mail message at (855) 489-4999
  • Chat: Use IntelliRide’s online chat feature: gointelliride.com/Colorado
  • Mail: IntelliRide, Attn: Complaints, 2775 South Vallejo St, Englewood, CO 80110

After you appeal, you will get an acceptance letter within two (2) business days. The letter may ask you for more information, so be prepared to submit any documents that support your claim.

IntelliRide will provide a decision within 10 business days from when your request for an appeal was received. If IntelliRide finds it was incorrect to deny your transportation request because of information provided during the internal appeal, IntelliRide will correct its decision and send you a new notice.

Regardless of IntelliRide’s decision during the internal appeal and information review, you are always entitled to a State Fair Hearing. You have 60 days from the date on your denial notice to request a State Fair Hearing. To submit your request for a Hearing:

  • Call (855) 489-4999, and speak with an IntelliRide agent for assistance
  • Send a written and signed request to:

Office of Administrative Courts
1525 Sherman Street, 4th Floor
Denver, CO 80203
Phone: 303-866-2000
Fax: 303-866-5909

Your request should include the following information:

  • Your name
  • Your mailing address
  • Your phone number
  • The name of the agency who took the action you disagree with
  • The program(s) involved
  • The name, address and phone number of anyone who will be representing you at your hearing

Please include a copy of this notice and any other notices you have received.

The Office of Administrative Courts will send you a letter about the hearing. They will give you a hearing location and date. Before and during the hearing you or a person you choose can give information to support your case. At your Hearing, you and/or your representative will have the opportunity to present written and oral evidence that supports your case. You have the right to bring any documents and any witnesses that can speak in your favor.

The Judge will make an Initial Decision. The Department of Health Care Policy and Financing will review the Judge’s decision and issue a Final Agency Decision.

Examples:

Examples of reasons to appeal a service decision within 60 days:

  • Transportation service you get is scheduled to be reduced, suspended or stopped
  • The level of service you requested has been denied or limited
  • You are not given notice of a service decision or a reply to your complaint within required times

If you have any additional questions, please contact IntelliRide.

August 4, 2020