GEM SLEEP – Complaint Policy
At GEM SLEEP, we’re committed to providing excellent care and durable medical equipment. If you have a concern, we want to hear from you—and we’ll work to resolve it quickly, respectfully, and in full compliance with Medicare standards.
How to Submit a Complaint
Please use our secure complaint form to share your concern.
Submit a Complaint
This form ensures your information is protected and your complaint goes directly to our support team.
What Happens Next
- We’ll review your complaint within 5 business days.
- You’ll receive a response or update within 10 business days.
- If your concern isn’t resolved, you may request an escalation to our Compliance Officer.
What We Document (Required by CMS)
To meet CMS DMEPOS Quality Standards, we document the following for every complaint:
- Your full name
- Address
- Phone number
- Health Insurance Claim Number (HICN) (if applicable)
- Date the complaint was received
- Summary of the complaint
- Name of the person who received the complaint
- Actions taken to resolve the complaint
- Any related correspondence or notes
All complaints, whether written, verbal, or by phone—are logged and stored securely at our physical facility. This documentation is available to CMS upon request.
Your Privacy Is Protected
To protect your personal and health information, we do not respond directly to complaints posted on public review sites or social media. If you post a concern online, we’ll reply with instructions on how to contact us securely.
Why This Matters
This complaint process complies with CMS DMEPOS Supplier Standards, and every complaint is taken seriously and used to improve our services.
