Where a pharmacy complaint goes — the AZ State Board of Pharmacy, the Ombudsman-Citizens' Aide, CMS/Medicare, and HHS Office for Civil Rights.
Where a complaint goes depends on the issue:
- Pharmacy practice, dispensing, records, refusals — the Arizona State Board of Pharmacy is the sole agency with direct jurisdiction over pharmacy operations. Neither AZDHS nor county public health regulates pharmacies (both redirected here in this case).
- A state agency not doing its job — the Arizona Ombudsman-Citizens’ Aide reviews how state agencies handle complaints (A.R.S. § 41-1371 to 1383), after you have given the agency a reasonable chance to respond.
- Medicare billing or coverage — CMS.
- Privacy / medical records (HIPAA) — the HHS Office for Civil Rights.
What to include: dates, the store address, what happened, any complaint reference numbers, and copies of correspondence. Keep your own copy and ask, in writing, for the reference number and the timeline for a written outcome.