Complaint/Grievance Procedure

Section 504/1557/ADA Grievance Procedure

It is the policy of Orlando Health to not discriminate on the basis of race, color, national origin, sex, age, disability, gender identity or sexual orientation. Orlando Health has adopted an internal grievance procedure providing for prompt and equitable resolution of complaints alleging any action prohibited by Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, and Section 1557 of the Affordable Care Act (42 U.S.C § 18116) and its implementing regulations at 45 C.F.R. part 92, issued by the U.S. Department of Health and Human Services.

Any person who believes that they have been subjected to discrimination the basis of race, color, national origin, sex, age, disability, gender identity or sexual orientation may file a grievance under this procedure. The availability and use of this complaint/grievance procedure does not prevent a person from pursuing other legal or administrative remedies, including filing a complaint of discrimination with the U.S. Department of Health and Human Services, Office for Civil Rights. It is against the law for Orlando Health to retaliate against anyone who opposes discrimination, files a grievance, or participates in the investigation of a grievance.


  • Grievances must be submitted to the senior compliance coordinator, Compliance & Ethics, at 1414 Kuhl Ave., Mail Point 29, Orlando, FL 32806 within 60 days of the date the person filing the grievance becomes aware of the alleged discriminatory action.
  • A complaint must be in writing, containing the name and address of the person filing it. The complaint must state the problem or action alleged to be discriminatory, and the remedy or relief sought.
  • The senior compliance coordinator (or his/her designee) shall conduct an investigation of the complaint. This investigation may be informal, but it will be thorough, affording all persons an opportunity to submit evidence relevant to the complaint. The senior compliance coordinator will maintain the files and records of Orlando Health relating to such grievances. To the extent possible, and in accordance with applicable law, the senior compliance coordinator will take appropriate steps to preserve the confidentiality of files and records relating to grievances and will share them only with those who have a need to know.
  • The senior compliance coordinator will issue a written decision on the grievance, based on a preponderance of the evidence, no later than 30 days after its filing, including a notice to the complainant of their right to pursue further administrative or legal remedies.
  • The person filing the grievance may appeal the decision of the senior compliance coordinator by writing to the chief compliance & ethics officer within 15 days of receiving the senior compliance coordinator’s decision.
  • The chief compliance & ethics officer shall issue a written decision in response to the appeal no later than 30 days after its filing.

A person can file a complaint of discrimination electronically through the Office for Civil rights Complaint Portal, which is available at:

By mail or phone at:

U.S. Department of Health and Human Services
200 Independence Avenue SW
Room 509F, HHH Building
Washington, D.C. 20201
1 (800) 386-1019, 1 (800) 537-7697 (TDD).

Complaint forms are available at:

Such complaints must be filed within 180 days of the date of the alleged discrimination.

Orlando Health will make appropriate arrangements to ensure that individuals with disabilities and individuals with limited English proficiency are provided auxiliary aids and services or language assistance services, respectively, if needed to participate in the grievance process. Such arrangements may include, but are not limited to, providing qualified interpreters and access to resources for individuals with low vision and assuring a barrier-free location for the proceedings. The senior compliance coordinator and Culture and Language Resources will be responsible for such arrangements.