How to Complain about Problems with Public Benefits in Texas

The Center for Public Policy Priorities has posted a resource page for activists who want to help document the failures of public benefits enrollments resulting from privatization. Here’s the skinny:

INFORMATION YOU SHOULD INCLUDE IN YOUR REPORT

√ Date that you are reporting the problem/complaint
√ Name of person or agency/CBO sending the report

√ If agency/CBO, include information about client (if client gives permission to share)

√ Benefits sought by client (if general system or customer service problem, please say so) √ Description of the problem/complaint (be as specific as possible, i.e., client submitted required renewal information on time, but contractor has no record of it)

√ Impact on client or your agency (i.e., client couldn’t fill prescription for child; had to go to food pantry for food, etc.)

√ Date(s) that problem occurred

√ Where did the problem occur? (e.g., local office, 211, call center, Internet – be very specific)

√ Any response from state or its contractor: List name(s) of any person(s) you spoke to and the dates you spoke to them

√ Did client file an appeal? (If so, give date of appeal)

√ Was the problem resolved? If so, how and when?

“For more than twenty years, the Center for Public Policy Priorities (CPPP) has been a nonpartisan, nonprofit research organization committed to improving public policies and private practices to better the economic and social conditions of low- and moderate-income Texans.

“The center pursues this mission through independent research, policy analysis and development, public education, advocacy, and technical assistance.”

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