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How do I file a complaint about durable medical equipment (DME)?

There are 3 ways to file a complaint about DME:

Contact your supplier

  • Within 5 calendar days, your supplier must let you know they got your complaint and are investigating it.
  • Within 14 calendar days, your supplier must send you the result of your complaint and their response in writing.

Call 1-800-MEDICARE

Contact the Competitive Acquisition Ombudsman (CAO)

If you still need help after contacting your supplier or 1-800-MEDICARE, email the CAO at CompetitiveAcquisitionOmbudsman@cms.hhs.gov. The CAO helps make sure that your complaint is resolved. The CAO will respond to your email within 10 business days.

The CAO responds to individual and supplier inquiries, issues, and complaints. The CAO also reviews concerns raised by people with Medicare through 1-800-MEDICARE and through the State Health Insurance Assistance Program (SHIP).

Need help filing a complaint?

Contact your State Health Insurance Assistance Program (SHIP) for free, personalized help.

Note

For questions about a specific service you got, look at your Medicare Summary Notice (MSN) or login to MyMedicare.gov. If you disagree with a coverage or payment decision made by Medicare, your Medicare health plan, or your Medicare Prescription Drug Plan, you can file an appeal.