Customer Relations is the main point of contact for the Office of Mental Health (OMH). This office provides information, resources, and accepts complaints about mental health services in New York State.
Customer Relations is not a crisis hotline. If you are in need of emotional support, 988 is available.
Allegations of Abuse & Neglect should be directed to the New York State Justice Center for the Protection of People with Special Needs: 1-855-373-2122.
If you or someone you know is receiving services affiliated with OMH and there is a complaint, we encourage you to follow these steps:
If you continue to feel that your concern has not been addressed to your satisfaction, contact Customer Relations.
When contacting Customer Relations with complaints, you will be asked to share any known details such as:
If your mental health provider is licensed by OMH, they are required to have a designated department to address complaints that are reported to Customer Relations.
OMH is dedicated to addressing and resolving complaints regarding mental health services in New York State. We strive to handle complaints in a professional and timely manner.
After receiving a complaint, we carefully review it and then refer it to the appropriate OMH Field Offices or Psychiatric Centers for resolution. Our primary objective is to resolve complaints as quickly as possible, with a goal of no later than 45 days, although complaints are typically resolved within 10 days.
Please note that all information collected by Customer Relations is considered protected health information.
By Phone: 1-800-597-8481
Staffed 9 am – 6 pm, Monday-Friday, excluding holidays
Translation Services Available
Relay users, please dial: 7-1-1 or 1-800-622-1220
By Mail:
New York State Office of Mental Health
Customer Relations
44 Holland Avenue
Albany, New York 12229