Compliance

Complaint & Grievance Procedure

Effective date: October 15, 2026 · BlueBay Mobility Inc.

We take every concern seriously. This page explains how to raise a complaint or grievance, how and when we’ll respond, and which outside agencies you can contact.

You will never be retaliated against, penalized or given reduced service for raising a concern in good faith.

2 daysto acknowledge your grievance

14 daysfor a written response (up to 30 if complex)

24 hoursfor urgent safety concerns

60 daysto appeal our response

1. Complaints and grievances

Complaint: an informal concern we can usually resolve when you raise it, such as a scheduling mix-up, a billing question or a delivery-time question.

Grievance: a formal concern about our services, equipment, staff or operations that can’t be resolved right away, needs investigation, or involves alleged abuse, neglect, safety or a violation of your rights. Written complaints are always treated as grievances, and verbal complaints that can’t be resolved on the spot are escalated to grievances.

2. What you can raise

Quality or condition of equipment
Equipment safety concerns
Staff conduct or communication
Delays in delivery, service or repairs
Billing or insurance questions and disputes
Denial or restriction of services
Possible violation of your patient rights
Privacy or confidentiality concerns
Discrimination of any kind
Anything else not resolved to your satisfaction

3. How to submit a complaint or grievance

Emailinfo@bluebaymobility.com, subject: “Grievance – your name”. This is best for a written record.
Phone1-888-959-0072 or 949-522-3276. Ask for the Grievance Coordinator.
MailGrievance Coordinator, BlueBay Mobility Inc., 3002 Dow Ave, Unit 312, Tustin, CA 92780
In personTell any staff member, who will record it and pass it to the Grievance Coordinator.

Please include

Your name and how to reach you
The date(s) of the issue
What happened, and the outcome you’d like
Any documents, photos or messages that help explain it

A caregiver, family member or representative may file on your behalf. If you need help filing because of a disability or language barrier, tell us and we’ll assist at no cost.

4. Our response timeline

Step	What we do	Timeframe
1. Acknowledge	Confirm we received it and assign a Grievance Coordinator	Within 2 business days
2. Investigate	Review records, speak with staff and gather information	Usually within 7 calendar days
3. Respond in writing	Send our findings, any corrective action and next steps	Within 14 calendar days (up to 30 for complex cases, and we’ll tell you if more time is needed)
4. Appeal	If you’re not satisfied, ask for a review by company management	Within 60 days of our response

If your concern involves an urgent safety issue, stop using the equipment if it’s unsafe, and we’ll contact you within 24 hours. In an emergency, call 911.

5. Records and quality improvement

We keep a confidential log of complaints and grievances: the date received, the concern, the actions taken, the resolution and the date closed. We review it regularly to improve our services, and it’s available to regulators, payers and accrediting bodies during audits or surveys.

6. Outside agencies you can contact

You can contact these agencies at any time. You don’t have to file with us first.

Medicare

1-800-MEDICARE (1-800-633-4227), TTY 1-877-486-2048
medicare.gov – complaints
Concerns about equipment or services billed to Medicare or a Medicare plan.

Medicare quality-of-care (BFCC-QIO for California)

Commence Health (formerly Livanta): 1-877-588-1123
commencehealthqio.cms.gov
Quality-of-care concerns for people with Medicare.

Health information privacy

HHS Office for Civil Rights: 1-800-368-1019, TDD 1-800-537-7697
hhs.gov/ocr/complaints
Concerns about the privacy or security of your health information, or discrimination.

Accrediting organization

If we are accredited, you may also contact our accrediting organization. Ask us for its current contact details at info@bluebaymobility.com.

7. Our non-retaliation promise

BlueBay Mobility strictly prohibits retaliation against any client, caregiver or referral partner who raises a complaint or grievance in good faith. Filing one will never affect the quality, timeliness or availability of your services. Any staff member who retaliates will face disciplinary action.

8. Contact the Grievance Coordinator

Grievance Coordinator, BlueBay Mobility Inc.

3002 Dow Ave, Unit 312, Tustin, CA 92780, United States

Email: info@bluebaymobility.com

Phone: 1-888-959-0072 (toll free) · 949-522-3276 · Mon–Fri, 9 AM–5 PM PT

Effective date: October 15, 2026 (replaces the version effective May 10, 2026) · BlueBay Mobility Inc. · Tustin, CA 92780