If you are unhappy or have a complaint with any of your Vaya state-funded behavioral health, intellectual/developmental disability (I/DD), or traumatic brain injury (TBI) services, or about your case manager, Vaya, or your provider, you may file a complaint with Vaya. Vaya has a “no wrong door” approach to complaints, which can be submitted in any of the following ways:
PHONE: Call Vaya Recipient Services at 1-800-962-9003 or Vaya’s Grievance Resolution & Incident Team at 828-586-5501, extension 1600. You can also report concerns anonymously through Vaya’s toll-free Compliance Hotline at 1-866-916-4255, 24 hours a day, 7 days a week.
ONLINE: Visit the Vaya EthicsPoint compliance portal (also allows you to report anonymously).
EMAIL: Send an email to firstname.lastname@example.org.
MAIL: Write to us at Vaya Health, Grievance Resolution & Incidents Team, 200 Ridgefield Court, Suite 218, Asheville, NC 28806.
Contacting us with a complaint means that you are unhappy with Vaya, your provider or your services. Most problems like this can be solved right away. Whether we solve your problem right away or need to do some work, we will record your call, your concern, and our solution. We will notify you in writing to confirm that we have received your complaint. We will also send you a written notice when we have finished working on your complaint.
You can ask a family member, a friend, your provider, or a legal representative to help you with your complaint. If you have questions about the complaint process or need our help because of a hearing or vision impairment, or if you need translation services or help filling out any forms, call Recipient Services at 1-800-962-9003.
Resolving Your Complaint
We will let you know in writing that we got your complaint within 5 business days of receiving it. Our letter will also let you know whether we will address the complaint informally or by conducting an investigation. If you do not agree with the resolution of the complaint, you may file an appeal.
- Informal Resolution Process: If we address the complaint informally, we will review your complaint and tell you in writing how we resolved it within 15 business days from receiving your complaint. If you do not agree with the resolution/outcome of the complaint, you may file an appeal with Vaya within 15 working days from the date of the informal resolution letter.
- Investigation Process: If we do an investigation of your complaint, we will complete the investigation within 30 days from receiving your complaint and tell you in writing how we resolved it within 15 days of completing the investigation. If you do not agree with the investigation report, you may file an appeal of the investigation report within 21 calendar days. The appeal for an investigation is limited to items identified in the original complaint record and the investigation report.
The health plan will convene a review committee to review the appeal and will issue a written decision based on the appeal committee’s decision to uphold or overturn the findings of the investigation.
You can ask a family member, a friend, your provider, or a legal representative to help you with your appeal. The decision letter shall be dated within 28 calendar days from receipt of the appeal for an investigation or within 20 working days from receipt of the appeal of an informal decision.
If you have a complaint, you may also contact the Customer Service and Community Rights (CSCR) Team of the NC Division of Mental Health, Developmental Disabilities, and Substance Abuse Services (DMHDDSAS) by phone at 984-236-5300 or email at email@example.com. The CSCR team will work with you and Vaya for any possible options for services.