Filing a Language Access Complaint

If a healthcare facility denied you a qualified interpreter, charged you for interpretation, or otherwise failed to meet its language access obligations, you can report this to a federal enforcement agency. The HHS Office for Civil Rights (OCR) investigates complaints under Section 1557 of the ACA and Title VI of the Civil Rights Act and can require facilities to change their practices. This guide explains how to prepare and submit a complaint and what to expect from the process. For an overview of the legal rights behind language access, see the Interpreter Rights and Language Access guide.

What counts as a language access violation

Before filing, it helps to identify the type of violation you experienced. Common violations include:

• Being refused a qualified interpreter after requesting one
• Being told you must use a family member or minor child as your interpreter
• Being charged a fee for interpretation or translation services
• Receiving critical health information — diagnoses, treatment options, discharge instructions, consent forms — without interpretation
• Being provided an unqualified interpreter (such as a bilingual but untrained staff member) without being offered a professional alternative
• Not receiving translated written materials in a language you understand when those materials are vital documents (consent forms, patient rights notices)
• Being treated differently or receiving lower-quality care because of your language

Each of these may constitute a violation of Section 1557 and Title VI at a federally funded facility.

What to gather before you file

Strong complaints include specific, documented facts. Before filing, collect and organize the following:

Information to gather	Why it matters
Date and time of the incident	OCR uses this to assess the 180-day filing deadline
Name and address of the healthcare facility	Needed to identify the covered entity and initiate contact
Names or descriptions of staff involved	Helps OCR contact specific individuals during investigation
Description of what you requested and what you received	The core factual account of the violation
Documentation — appointment records, billing statements, written notices	Corroborating evidence of what occurred
Witness information — anyone who was present	Corroboration from others who observed the incident
Records of any previous complaints to the facility	Evidence of a pattern or failure to self-correct

Write a narrative of what happened in your own words while the events are fresh. If you communicated with the facility in writing (by email, portal, or letter), keep copies.

Documents and terms you’ll see

Documents and terms you’ll see

• Complaint form — the online or paper form used to submit allegations to HHS OCR; available at ocrportal.hhs.gov in multiple languages. See grievance in the glossary.
• Section 1557 — the ACA provision that prohibits language discrimination and other forms of health discrimination at federally funded facilities; your complaint will cite this if the violation involved language access. See section-1557.
• Notice of Action — written communication from OCR acknowledging your complaint and informing you of next steps; keep this for your records. See interpreter services for the underlying right being enforced.
• Corrective action agreement — a written agreement between OCR and a facility committing to specific steps to remedy a violation; OCR may negotiate this as part of informal resolution.

How to file with HHS OCR online

The online portal at ocrportal.hhs.gov accepts complaints in English and Spanish and provides language assistance for other languages upon request. The process takes approximately 15 to 30 minutes:

1. Go to ocrportal.hhs.gov and select “File a Complaint.”
2. Select the type of complaint — choose “Health & Human Services” and then identify Section 1557 or civil rights as the basis.
3. Enter the name and address of the facility you are complaining about.
4. Provide your contact information (or indicate you wish to file anonymously).
5. Describe the incident in your own words — include dates, what you requested, what was refused, and who was involved.
6. Upload any supporting documents you have gathered.
7. Review and submit the complaint.

You will receive a confirmation number. Save this for tracking. OCR will follow up by mail or email.

How to file by mail or phone

If you prefer not to file online:

• By mail: Address your written complaint to the HHS OCR regional office serving your state. The HHS website lists regional office addresses. Include all of the same information listed above.
• By phone: Call 1-800-368-1019 (TDD: 1-800-537-7697) to reach OCR. Staff can explain the process and mail you a paper complaint form. They also provide language assistance.
• By email: Some regional offices accept email submissions; check the HHS OCR regional office page for contact details.

The 180-day filing deadline

Federal law requires that complaints be filed within 180 days of the date the discriminatory act occurred. If more than 180 days have passed:

• You may request a waiver by explaining why you could not file sooner (illness, lack of knowledge about the process, barriers to access).
• OCR has discretion to extend this deadline for good cause.
• Filing as soon as possible is always the safer approach.

For ongoing or repeated violations — for example, a facility that routinely denies interpreters — the deadline typically runs from the most recent occurrence.

What happens after you file

OCR reviews every complaint for:

• Whether the complaint is within its jurisdiction (the facility must be a covered entity)
• Whether the complaint was filed within the deadline
• Whether the facts, if true, would constitute a violation

If the complaint proceeds, OCR may:

1. Request documentation from the facility
2. Interview witnesses and staff
3. Conduct an on-site review of the facility’s language access policies and procedures
4. Attempt informal resolution — working with the facility to agree on corrective action without a formal finding
5. Issue a Letter of Findings if investigation concludes, stating whether a violation was found and what corrective action is required

If OCR finds a violation and the facility does not agree to corrective action, OCR can refer the matter to the Department of Justice for enforcement. You will be notified of the outcome of your complaint.

State-level complaints

Several states have civil rights enforcement agencies that run parallel to HHS OCR. Depending on your state, you may be able to file with:

• Your state’s Department of Health
• Your state’s Civil Rights Division or Attorney General’s office
• Your state’s insurance commissioner (for complaints involving insurer language access)

State agencies may have different deadlines and procedures. Filing at both the federal and state levels simultaneously is generally permitted.

Private legal action

Filing a complaint with OCR is separate from pursuing a private lawsuit. Some individuals choose both routes. Section 1557 provides individuals with certain rights to sue directly in federal court. Consulting with a civil rights attorney or legal aid organization can help you understand whether a lawsuit is a practical option given your specific circumstances. Many legal aid organizations represent LEP clients in civil rights matters at no cost.