How to File a Complaint
Fidelis Care strives to provide high quality care and service to our FIDA Plan Participants. Sometimes, we do not meet your expectations, but we would like to try to resolve your issues. Call our Participant Services Department at 1-800-247-1447 (TTY users should call 1-800-695-8544), write to us at Fidelis Care, FIDA Plan, 95-25 Queens Boulevard, Rego Park, NY 11374, or fax us at 1-877-533-2402.
From October 1 to February 14, our office hours are 8:00 a.m. to 8:00 p.m. seven days a week and from February 15 through September 30, our office hours are Monday through Friday, 8:00 a.m. to 8:00 p.m. We will be happy to assist you.
The State of New York has created a participant ombudsman program called the Independent Consumer Advocacy Network (ICAN) to provide Participants free, confidential assistance on any services offered by Fidelis Care FIDA Plan. ICAN may be reached at 1-844-614-8800 between 8 AM to 8 PM Monday through Friday (TTY users should call 711), or online at www.icannys.org (Clicking on this link will take you outside the Fidelis Care website). The call and the help are free. Free interpreter service is also available.
You also have the option to file a complaint with the Centers for Medicare & Medicaid Services (CMS) (Clicking on this link will take you outside the Fidelis Care website)
You can also file a complaint with the New York State Department of Health (NYSDOH). To file a complaint with NYSDOH, call 1-866-712-7197.