How to file a Medicaid transportation complaint in New York

Who handles Medicaid transportation complaints in New York?

In most of New York, including all of Long Island, non-emergency Medicaid rides are scheduled by Medical Answering Services (MAS), and MAS is the first place a complaint goes. MAS doesn't own the vehicles or employ the drivers — it brokers the trip to a credentialed provider — but it tracks the performance of every provider it assigns, so a complaint filed with MAS goes on that provider's record and can trigger a review. Above MAS sits the New York State Department of Health (DOH), which runs the Medicaid transportation program, and, for members enrolled in a Medicaid Managed Care plan, the plan's own grievance line. Understanding this chain — provider, then MAS, then the state — is what makes a complaint actually go somewhere. For how the whole system fits together, see how NEMT works under NY Medicaid.

What information should I have before I call?

A complaint carries far more weight when it's specific, so gather the details before you dial. Have ready:

• The trip date and the scheduled pickup time
• Your MAS confirmation number (MAS issues one when the trip is booked)
• The name of the transportation provider that was assigned
• The appointment you were traveling to, and whether you missed it
• Exactly what went wrong — driver was late, never arrived, was unsafe or rude, or sent the wrong vehicle for your mobility needs
• Your Medicaid CIN and callback number

If you're reporting a pattern rather than a single trip, list each incident with its own date and confirmation number. One documented log of three late pickups is far more actionable than a general complaint that "they're always late."

How do I file the complaint with MAS?

Call MAS at 1-844-666-6270 and tell the representative you want to file a transportation complaint about a completed or missed trip. Read out your confirmation number and the details above. Ask for the complaint reference so you can follow up, and note the date and the name of the person you spoke with. MAS logs the complaint against the assigned provider; repeated failures against the same provider can prompt a formal review. If the issue is a driver who is late or hasn't shown up right now, call the assigned provider directly first so they can locate the vehicle — that's the fastest way to still make your appointment. For the broader playbook on ride problems, see what to do if you have issues with Medicaid transport.

What if the problem was a late or no-show ride to dialysis?

Time-sensitive care raises the stakes, so treat a missed dialysis, chemo, or infusion ride as urgent. Report it to MAS the same day, note that the trip was for time-sensitive treatment, and ask MAS to dispatch a replacement if the appointment can still be kept. A no-show on the provider's side is logged against that provider — this is different from a member no-show, which can affect your future approvals, so make clear in your complaint that you were ready and the vehicle didn't come. For recurring treatment, the strongest protection is a standing order that names a reliable preferred transportation provider (your treatment center or doctor's office requests it through MAS), plus a confirmation call the day before; read what to do if you missed dialysis or chemo because your ride never came. If you'd rather not risk it again, you can switch your Medicaid transportation provider to DachiPlus: call MAS and tell them you prefer DachiPlus, and if you have a standing order, also ask your provider's office to update your preferred transportation provider.

How do I escalate to the NYS Department of Health or request a fair hearing?

If MAS can't resolve the complaint, or the same problem keeps happening, escalate. Members can raise Medicaid transportation problems with the New York State Department of Health through its Medicaid member channels; members in a Medicaid Managed Care plan can also file a grievance directly with the plan. A separate track applies when a ride was denied: if you believe a covered trip was wrongly refused, you have the right to request a fair hearing through the New York Office of Temporary and Disability Assistance (NY OTDA). Bring your documented log — dates, times, confirmation numbers, and the reason MAS gave — because a fair hearing turns on the record. These channels are about your transportation rights specifically; keep them separate from unrelated county or benefits questions so your case stays clear. See our overviews for Nassau County and Suffolk County.

What should I expect after I file?

After a complaint is logged, MAS reviews it against the provider's record and may reassign your future trips, coach or penalize the provider, or, for repeated failures, open a formal review. You generally won't get a courtroom-style verdict on a single late ride — the value is cumulative: complaints build the record that holds providers accountable and protects the next member. What you should always do is keep your own copy of every reference number and note. Going forward, you can ask MAS for a different provider when you book. Under the state's Medicaid Transportation Policy Manual (section 2.3), MAS assigns trips "based first upon the medically appropriate mode of transportation, then by enrollee's choice among participating transportation vendors, and finally, at the discretion of the transportation broker." In plain terms, MAS first decides the right type of transportation for your trip, then considers your choice of provider among the companies enrolled for that type. DachiPlus is credentialed for Nassau and Suffolk and builds its reputation on reliability: our drivers call ahead, and our riders consistently cite on-time, dependable service. That's the standard the complaint process exists to enforce, and the one we hold ourselves to.

Tired of unreliable rides?

File the complaint — then switch to a provider you can count on.

Report the problem to MAS so it's on the record, then ask for DachiPlus by name on your next booking. If you have a standing order, also ask your provider's office to update your preferred transportation provider.

Call MAS — 1-844-666-6270 Or call DachiPlus — (516) 754-7777

While a complaint is open you still need reliable rides. DachiPlus is a Medicaid-enrolled provider of Medicaid transportation across Nassau County and Suffolk County; ask MAS for DachiPlus when you book your next trip.

Sources

Where Medicaid transportation complaints are filed, the escalation path to the NYS Department of Health, the fair-hearing right, and how MAS assigns providers and handles standing orders are set by New York State and administered by MAS. These are the primary references:

• Medical Answering Services (MAS) — NY Medicaid transportation broker
• NY State Dept. of Health — Medicaid for Members
• NY OTDA — Fair Hearings
• eMedNY: NYS Medicaid Transportation Policy Manual, section 2.3 Prior Authorization, effective August 25, 2023
• NY State Dept. of Health: Medicaid Transportation Enrollee FAQs (question 13, choosing a transportation provider)
• NYS DOH: Medicaid Transportation Standing Order Policy and Procedure, effective October 1, 2020 (published by MAS)