Complaints & Grievances

We Want to Hear From You

If something about your PactRX experience falls short — a late shipment, a billing question, a concern about your medication, or a problem with how you were treated — we want to know. You will never face retaliation for filing a grievance.

How to File a Grievance

  • Phone: (315) 300-1564 — ask for the Grievance Officer or speak to your Care Guide.
  • Email: grievances@pactrx.com
  • Mail: Grievance Officer, PactRX, LLC (ask your Care Guide for the current mailing address).
  • Secure message: Sign in to your Patient Portal and send a message to your Care Guide.

If filing in writing is difficult, your Care Guide can help you put your concern in writing at no cost.

What to Expect

  1. Acknowledgment within 5 business days. You will receive written confirmation that we received your grievance and the name of the person reviewing it.
  2. Investigation. We will review the facts — including records, communications, and staff interviews if needed — to understand what happened.
  3. Written response within 30 days. You will receive a written response describing the outcome and any corrective action taken. If the matter is complex and we need more time, we will tell you in writing before day 30.
  4. Appeal. If you disagree with the outcome, you may appeal in writing within 30 days. Your appeal will be reviewed by a senior leader who was not involved in the original decision.

Outside Escalation

You have the right to file a complaint outside of PactRX at any point — before, during, or after filing with us.

  • New York State Board of Pharmacy — Professional Discipline, 518-474-8637.
  • URAC — Consumer Grievance for URAC-accredited pharmacies.
  • HHS Office for Civil Rights — for HIPAA or discrimination complaints. See our Non-Discrimination Notice.
  • Your state Medicaid or private insurance grievance line — contact information is on your insurance card.
PactRX — Your meds. Your packs. Your schedule.