Grievance Policy

Effective Date: February 13, 2026

Broadway Counseling Services of Denver (“we,” “us,” or “our”) is committed to providing high-quality counseling, DUI education, and substance use disorder services in a safe, professional, and respectful environment.

We take concerns and complaints seriously. This Grievance Policy explains how clients, families, or authorized representatives may raise concerns regarding services or treatment.

1. Purpose

The purpose of this policy is to:

Ensure clients can voice concerns or complaints safely
Provide a clear process for investigating and resolving grievances
Demonstrate compliance with the Colorado Behavioral Health Administration (BHA) requirements

2. Who May File a Grievance

Clients receiving services
Authorized representatives of clients (with written consent)
Family members or guardians, as allowed under applicable confidentiality laws

3. How to File a Grievance

Grievances may be submitted:

In writing: Email: bcsofdenver@gmail.com

By phone: Call: (303) 733-8784

or:

Via secure online portal / telehealth platform message

Include as much detail as possible:

Your name and contact information
Date(s) of incident
Description of the concern
Names of staff involved, if known

4. Response Timeline

All grievances will be acknowledged within 3 business days of receipt.
Investigations will be completed, and a written response provided within 14 business days, unless additional time is required.
If extended, you will be notified in writing of the reason and expected resolution date.

5. Investigation and Resolution

Broadway Counseling will investigate the grievance fairly and objectively.
Appropriate corrective actions will be taken if warranted.
Confidentiality will be maintained to the extent permitted by law, including HIPAA and 42 CFR Part 2 requirements.

6. Appeal or Further Review

If you are not satisfied with the outcome of your grievance, you may:

Request a secondary review by the Program Director
Contact the Colorado Behavioral Health Administration (BHA) for further assistance

BHA Contact:

Website: https://www.colorado.gov/pacific/cdhs/behavioral-health
Phone: 303-866-7400

7. No Retaliation

You will not be retaliated against for filing a grievance in good faith. Filing a grievance will not affect the quality of care, access to services, or your relationship with Broadway Counseling Services of Denver.

8. Documentation

All grievances and responses will be documented and retained in accordance with BHA and Colorado record retention requirements.