Maryland Ombudsman Programs and How to File a Complaint

Maryland runs several independent ombudsman programs, and the right one depends on what your dispute is about. Long-term care complaints go to the Department of Aging’s local ombudsman offices. Prison and jail complaints go to the Office of the Corrections Ombudsman. Health insurance and medical billing disputes go to the Health Education and Advocacy Unit in the Attorney General’s office. Public records disputes go to the Public Access Ombudsman. Utility problems go to the Public Service Commission. Medicare issues go to the federal Medicare Beneficiary Ombudsman. Each office has its own intake process, and matching your problem to the right one is the first step toward getting it resolved.

Nursing Homes and Assisted Living

The Long-Term Care Ombudsman Program advocates for residents of nursing homes and assisted living facilities. It is established under the Human Services Article, § 10-902, and administered by the Maryland Department of Aging, with a local ombudsman office in every county.¹² Local ombudsmen investigate complaints about resident rights, quality of care, and improper discharges.

Ombudsman representatives have private and unimpeded access to facilities and residents under the Older Americans Act, and they can review medical files and other records related to a complaint with the resident’s permission. They also qualify as a health oversight agency under HIPAA, so facilities cannot use patient privacy rules to block access.³

To file, call the local ombudsman office in the county where the facility sits. Phone numbers are on the Department of Aging’s website. You don’t have to be the resident. Family, friends, and other advocates can file on a resident’s behalf.²

Prisons and Jails

The Office of the Corrections Ombudsman oversees the Department of Public Safety and Correctional Services and everyone who works with incarcerated individuals, including officers, employees, and contractors.⁴ The office can act on a complaint or open an investigation on its own.

Its enforcement powers are unusually strong for an ombudsman office. It can:

Interview any staff member, contractor, or incarcerated person.
Access any records the agency maintains.
Conduct unannounced inspections at any facility the agency owns or controls.
Issue subpoenas compelling testimony under oath or production of documents.
Refer conduct that warrants criminal charges or discipline to the appropriate authorities.

Complaints are received without interception or interference from the agency being investigated. The office maintains a public website with current and past investigation reports. If you file a complaint, you can request status updates and receive notification when the investigation concludes, along with any recommendations the office made.⁴

Health Insurance, Medical Bills, and Coverage Denials

If your insurer denied a claim, terminated coverage, or underpaid for treatment, start with the Health Education and Advocacy Unit (HEAU) in the Consumer Protection Division of the Attorney General’s office. The HEAU is Maryland’s health care ombudsman and provides free mediation.⁵

The HEAU helps consumers understand medical bills and coverage, identifies improper billing or coverage decisions, and reports problems to the right agencies. When it requests information from an insurer, health service plan, or HMO, that entity has seven working days to respond. Complaints about the quality of medical treatment get referred to the appropriate licensing or disciplinary body. Complaints within the Insurance Commissioner’s jurisdiction get referred there, and the HEAU monitors progress.⁶ The HEAU also handles Maryland Health Connection disputes, including denied enrollment in qualified health plans and denied premium tax credits or cost-sharing reductions.⁵

When to Use the Insurance Administration Instead

For complaints alleging an insurer violated Maryland insurance law, the Maryland Insurance Administration (MIA) handles enforcement. The MIA investigates whether insurance companies and producers are operating in compliance with state regulations, and it covers health, life, auto, and homeowners insurance. Complaints against insurance producers, public adjusters, and advisers also go to the MIA. You can file online through its consumer complaint portal.⁷

Self-Funded Employer Plans Are Outside State Reach

If your health coverage comes through a self-funded employer plan, where the employer pays claims from its own assets rather than buying insurance, neither the HEAU nor the MIA can help. Federal ERISA law preempts state authority over these plans. Disputes go through the plan’s internal appeals process, and then to federal court or the U.S. Department of Labor’s Employee Benefits Security Administration.

Public Records Requests

The Public Access Ombudsman resolves disputes between people requesting public records and the agencies holding them.⁸ This office is the place to go when an agency applied an exemption you disagree with, redacted too much, missed a deadline, or charged fees you consider unreasonable. Its jurisdiction also covers disputes over fee waivers, overly broad requests, and agency claims that a pattern of requests is frivolous or made in bad faith.

One limit matters: the ombudsman mediates. It cannot order an agency to release records or unredacted information, and it cannot share information from either side without written consent from both.⁹ If mediation fails and an agency still refuses to produce records, the next step is filing a complaint in circuit court under the Public Information Act.

Utilities

The Maryland Public Service Commission (PSC) regulates electricity, natural gas, water, and other utilities. Its Consumer Affairs Division takes complaints about billing errors, unauthorized shutoffs, and disputes with energy suppliers, and you can file online through the PSC website.¹⁰ The PSC contacts the utility and works toward a resolution. Billing corrections and service restoration often get resolved informally. If that fails, the PSC can open a formal investigation and enforce compliance with state regulations.

The PSC covers retail service inside Maryland. Disputes involving an interstate natural gas pipeline or electric transmission company fall under the Federal Energy Regulatory Commission (FERC), which has its own dispute resolution services and a dedicated landowner helpline for pipeline construction and easement issues.¹¹

Medicare

Maryland residents on Medicare can use the federal Medicare Beneficiary Ombudsman for complaints, grievances, and appeals related to Medicare coverage.¹² It’s designed as a resource after you’ve already tried resolving the issue through your Medicare Advantage or Part D plan, or through 1-800-MEDICARE for Original Medicare. The office helps with coverage disputes, enrollment problems, and situations where your rights as a beneficiary may not be fully protected.

Youth in State Custody

The Maryland Department of Juvenile Services (DJS) maintains its own oversight mechanisms for youth held in state custody. The statutory framework for a DJS-specific ombudsman appears in the Human Services Article, but the exact scope and current status of that office have shifted over time as the legislature has restructured juvenile justice oversight. Youth or their advocates with concerns about physical safety, education, or medical care in a DJS facility should contact the department directly to access its internal complaint processes.

The Civil Rights of Institutionalized Persons Act gives the U.S. Department of Justice authority to investigate state-run juvenile facilities where there is a pattern of abuse or civil rights violations. Federal investigations are rare, but DOJ findings can lead to consent decrees that force systemic changes.

How to File a Complaint

Preparation is similar across offices. Gather the name of the facility, company, or agency, along with any account or policy numbers. Write down the specific dates of each incident and the names of staff you spoke with. Pull together supporting documents such as medical bills, denial letters, utility statements, or correspondence with the agency.

Filing methods depend on the office:

Long-term care complaints: contact the local ombudsman office in the county where the facility is located. Phone numbers are on the Maryland Department of Aging website.²
Health insurance and billing disputes: register on the HEAU Complaint Portal through the Attorney General’s website, or download a printable form.¹³
Insurance company violations: file online through the MIA’s consumer complaint portal.⁷
Utility complaints: submit through the PSC’s online complaint system.¹⁰
Public records disputes: contact the Public Access Ombudsman under the General Provisions Article.

Most intake forms ask for a clear description of what happened, a timeline, and the outcome you’re seeking. Many require a signed release authorizing the ombudsman to access your records. Be specific. Vague complaints are harder to investigate and easier for the other side to dismiss. Send copies rather than originals, and keep your own file of everything you submit.

1
Maryland General Assembly. Maryland Code Human Services 10-902 – Long-Term Care Ombudsman Program Established
2
Department of Aging. Long-Term Care Ombudsman
3
Office of the Law Revision Counsel. 42 USC 3058g – State Long-Term Care Ombudsman Program
4
FindLaw. Maryland Code State Government 9-4004 – Duties and Powers of Ombudsman
5
Maryland Attorney General. Health Education and Advocacy Unit (HEAU)
6
Maryland General Assembly. Maryland Code Commercial Law 13-4A-02 – Duties
7
Maryland Insurance Administration. File A Complaint
8
Maryland General Assembly. Maryland Code General Provisions 4-1B-01 – Ombudsman
9
New York Codes, Rules and Regulations. Maryland Code General Provisions 4-1B-04 – Powers and Duties of Ombudsman
10
Maryland Public Service Commission. File a Complaint
11
Federal Energy Regulatory Commission. How to Contact FERC
12
Centers for Medicare & Medicaid Services. Medicare Beneficiary Ombudsman
13
Maryland Attorney General. Health Billing and Insurance Complaints