Client Grievance Procedure

How to File a Complaint or Grievance

At Trellis Counseling, we want every client to feel heard, respected, and supported. If you ever have concerns about your services, your provider, your treatment experience, or any aspect of your care, you have the right to file a grievance. This process is protected under OAR 309-018-0030 through 309-018-0040.

You will never be penalized, dismissed, or treated differently for submitting a complaint. Your services will not be affected in any way.

Step 1: Let Us Know Your Concern

You may share your concern verbally or in writing with:

Practice Administrator
Trellis Counseling
Phone: 503-659-3480
Email: leadership@trelliscounseling.org

You may also speak directly with any Trellis leadership member if that feels more comfortable.

Step 2: What Happens Next

  • Your grievance will be reviewed promptly.

  • You will receive a written acknowledgment within 5 business days.

  • A thorough review will occur, which may include speaking with involved staff, reviewing documentation, or exploring possible resolutions.

  • You will receive a written decision within 30 days, unless additional time is needed. If so, we will notify you in writing.

Step 3: If You Are Not Satisfied

You have the right to request an outside review from the Oregon Health Authority:

Oregon Health Authority – Health Systems Division
Behavioral Health Director’s Office
503-945-5763

You may also file a complaint directly with OHA at any time during the process.

Your Safety and Rights Are Protected

  • Filing a grievance will not impact your services.

  • You may have a support person help you with the process.

  • You may submit complaints anonymously, though this may limit our ability to respond.

  • You may request the grievance procedure in a language or format that meets your accessibility needs.

We are committed to treating all concerns with care, respect, and transparency.