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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

Ask to send your complaint to the Competitive Acquisition Ombudsman (CAO)

If you still need help after contacting your supplier or 1-800-MEDICARE, ask the 1-800-MEDICARE representative to send your complaint to the CAO. The CAO responds to individual and supplier inquiries, issues, and complaints, and helps make sure that your complaint is resolved.

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.