What we do

The Consumer Services Unit (CSU) is where the complaint process begins. It is the central intake for all complaints, including complaints alleging the practice of a healthcare profession or the operation of facilities/establishments without the appropriate license (Unlicensed Activity)

CSU includes investigators and government analysts assigned to specific professions. Staff reviews each complaint for possible violations of laws and rules.

How we review complaints

All complaints are assigned a computer generated complaint number for tracking purposes.  An acknowledgement of receipt of a complaint is sent to the complainant with the identifying complaint number. Staff reviews each complaint for possible violations of laws and rules. Only complaints that are legally sufficient are investigated.

How we determine legal sufficiency

Section 456.073(1), F.S., specifically provides that  “…A complaint is legally sufficient if it contains ultimate facts that show that a violation …has occurred.”
After review of a complaint, if the allegations and supporting documentation show that a violation may have occurred the complaint is legally sufficient for investigation. The complainant is notified by letter as to whether an investigation is initiated, additional information is needed or the complaint is determined not to be legally sufficient and is being closed. For legally sufficient complaints, the letter will include the name, address and telephone number of the office that will conduct the investigation.

Examples of complaints that may be investigated

• Practicing below minimum standards or negligence
• Impairment/medical condition
• Advertising violation
• Sexual misconduct with a patient
• Misfilled/mislabeled prescription
• Failure to release patient records

Examples of complaints that may not be investigated

• Fee disputes (broken or missed appointments)
• Billing disputes
• Personality conflicts
• Bedside manner or rudeness

Anonymous Complaints

CSU may investigate an anonymous complaint provided it is legally sufficient, the alleged violation of law or rules is substantial, and CSU has reason to believe, after preliminary inquiry, that the violations alleged in the complaint are true.

The Investigation

Many legally sufficient complaints are forwarded to the appropriate field office with the Investigative Services Unit, but CSU may mediate and conduct investigations involving minor violations.