Client Rights & Grievance Policy

Our Commitment to You

At Alpine's Empowerment Agency, PLLC, we are committed to providing an open, transparent, and fair environment. You have the right to high-quality care, respect, and dignity.

We enforce a strict zero-tolerance policy for any form of retaliation, harassment, or barrier to your care if you choose to voice a concern or file a complaint. Your voice matters, and exercising your rights will never negatively impact your treatment.

Understanding Grievances vs. Appeals

If you are unhappy with any aspect of your experience, it helps to know how we categorize your concern so we can route it correctly:

Grievance: A formal expression of dissatisfaction regarding our services, treatment delivery, virtual dignity, billing issues, or administrative workflows.
Appeal: A formal request to review and overturn a specific clinical or administrative decision we have made (such as a discharge, a change in your clinical level of care, or a restriction on your portal access).

How to File an Internal Grievance

We want to resolve any issues as quickly as possible. If you have a complaint, you can follow these three steps:

Step 1: Submit Your Complaint (Secure Form)
- Option A: Speak directly with any staff member to submit a verbal or written grievance or via email: grievances@alpinesempowermentagency.com
- Option B: Complete a secured form on our forms portal and fill out the Client Grievance Form.
- Note: All staff members are required to forward complaints to our Clinical Director within 24 hours.
Step 2: Investigation & Review
- Our Clinical Director will log your grievance and begin a formal review within three (3) business days.
- This may involve reviewing system logs, talking with staff, or inviting you to a secure video meeting to better understand your perspective.
Step 3: Written Resolution
- You will receive an official written Grievance Resolution Letter via your secure portal within fifteen (15) business days of us receiving your complaint. This letter will detail what we found, any corrective steps taken, and how you can appeal if you are not satisfied.

How to File an Internal Appeal

If you are dissatisfied with the initial resolution provided by the Clinical Director, you have the right to appeal:

Submit a written appeal request through our Secured Grievance Form within ten (10) business days of receiving your resolution letter.
Your appeal will be independently reviewed by our Quality Management Committee to ensure a fair, collective evaluation.
You will receive a final administrative decision in writing via the portal within ten (10) business days of submitting your appeal.

External Escalation: Your Right to Contact the State

You are not required to use or exhaust our internal grievance or appeals processes before contacting state authorities. At any point during or after a dispute, you have the absolute right to file a complaint directly with the state licensing body:

Colorado Behavioral Health Administration (BHA)

Address: 1575 Sherman Street, Denver, CO 80203
Phone: 303-866-7400
Website/Portal: bha.colorado.gov