Veterans Affairs Community Care Program Complaints and Grievances

Triwest Complaints & GrievancesAny Veteran who has been referred by his/her Department of Veterans Affairs (VA) provider to a Community Care program contracted network provider can submit a complaint/grievance to TriWest’s Congressional Relations & Customer Grievances department.

The complaint/grievance process allows the Veteran (or an authorized representative of the Veteran) to submit a written complaint/grievance regarding the quality of services received by the Veteran during a network care visit or any other issue related to service provided under the Community Care program.

Veterans who are unable to provide a formal complaint/grievance in writing may do so verbally to a VA or TriWest representative for submission via a written communication (email or complaint form). Such cases will be worked in the same fashion as all other formal complaints and grievances.

The types of issues that are investigated in the complaint/grievance process include the failure or perceived failure of TriWest staff or a Community Care Program network provider (including members of the provider’s staff) to ensure:

The written complaint/grievance should include the following:

A Community Care Program Complaint/Grievance Form can be accessed by visiting Forms. Please note that this form cannot be sent via email. It must be filled out, printed and submitted via U.S. mail or fax. Due to personally identifiable information (PII) and protected health information (PHI) concerns, there is no option available for submitting this form electronically online.

Written complaints/grievances should be mailed to:

TriWest Healthcare Alliance
Congressional Relations & Customer Grievances
P.O. Box 41970
Phoenix, AZ 85080-1970

Written complaints/grievances can be faxed to:

TriWest Healthcare Alliance
Congressional Relations & Customer Grievances
Fax: (602) 564-2523

Important Note:To ensure protection against any potential compromise of PII or PHI, TriWest strongly discourages sending complaints/grievances via .pdf or .tiff attachments to an email or via information contained within an email sent to any published TriWest staff or department email addresses.