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Complaints Tracking Module (CTM) Customer Service Enhancement

Guidance for increasing the frequency that Complaints Tracking Module (CTM) complaints originating at
the 1-800 MEDICARE Call Center are loaded into the CTM, allowing plans and CMS to more quickly
review and address complaints.

Download the Guidance Document

Issued by: Centers for Medicare & Medicaid Services (CMS)

Issue Date: November 22, 2019

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DISCLAIMER: The contents of this database lack the force and effect of law, except as authorized by law (including Medicare Advantage Rate Announcements and Advance Notices) or as specifically incorporated into a contract. The Department may not cite, use, or rely on any guidance that is not posted on the guidance repository, except to establish historical facts.