The focus of Customer Services is to help individuals navigate the Mental Health/Substance Use Disorder system, improve customer satisfaction, and provide compassionate support. We are available to assist with:

• Questions about eligibility and financial issues
• Complaints or concerns and help you find resolutions
• Filing a grievance, appeal, recipient rights complaint, or state fair hearing
• Answer your questions about CMH/PIHP programs and processes or refer you to the appropriate staff.
• Language and accessibility issues
• Materials requests
• Community Resources

For assistance please call 1-800-897-3301 (TTY-711)

You can contact Customer Services between 8:00 AM and 5:00 PM, M-F

People who receive behavioral health services in Michigan have specific rights that are protected by various laws, statutes, and rules. The process of filing a rights complaint is different depending on the services you are receiving:

Mental Health Services
If you are receiving mental health services, some of your rights protected by the Michigan Mental Health Code include:

• The right to be free from abuse or neglect
• The right to appropriate treatment suited to your condition
• The right to a person-centered planning process
• The right to be treated with dignity and respect
• The right to confidentiality

More information about the rights of people receiving mental health services is contained in the Your Rights booklet located below. You will be given the booklet when you first start services, and then once again every year. You may ask us for a copy at any time or download the booklet from this website.

If you believe your mental health treatment rights have been violated, you may contact your local CMH Office of Recipient Rights at the numbers below:

Network 180
(616) 336-3765

West Michigan CMH
(231) 845-6294

HealthWest (Muskegon County)
(231) 724-1107

You can also contact Customer Services at LRE for help with making a complaint. You can make a rights complaint any time either orally or in writing.

The Community Advisory Panel (CAP) is a group of people who receive services, their representatives, and advocates that meet with members of the LRE quarterly to share information and ideas related to Medicaid services across the LRE region, creating transparency and opening lines of communication. CAP members provide valuable feedback and information that is used to improve services across the region.

To qualify for participation, the individual must be receiving services or represent a person currently receiving services through LRE’s community mental health services programs (CMHSP) and/or substance use disorder services programs (SUD). Members will be selected to represent one (or more) groups: adult with mental illness, an adult with developmental challenges, an adult with a substance use disorder, a parent/guardian of a child/children with mental illness, and/or a parent/guardian of a child/children/adult with developmental challenges.

If you are interested in participating on the Community Advisory Panel, please complete the application below and submit to marih@lsre.org

Please contact the LRE Customer Service Specialist at 800.897.3301 with any questions.