VR Rights

Information from consumers with general comments about the effectiveness of VR or recommendations is always welcomed by the Florida Rehabilitation Council. We use this information to inform our membership as one measure of client satisfaction. Your comments are shared with the full Council. Individual complaints regarding your VR services are not investigated by the Council. If you are experiencing difficulties or disputes on your case with VR, the following information on your rights should be helpful.

As a person with a disability working with VR, you have many rights, including the right to fully understand and challenge/appeal any VR decision you disagree with and to request assistance with programs specifically set up to address complaints. If you disagree with a VR decision and need assistance, you may contact:
your counselor, their supervisor, the Client Assistance Program or the VR Ombudsman Office Ė further explanation below. These options (discussed below) may resolve your difficulty by offering additional forums for you to share your perspective and any new information you can provide. Please note that you can pursue any or all of these options at the same time.

If You Disagree with a Decision

Sometimes you may have a problem with VR services, or your counselor and you may disagree. If this happens or you have concerns or questions, then the following list of people are available for consultation and possible assistance resolving the matter.

Your Counselorís Supervisor

If you have any problems with the VR process that your counselor cannot help with, you may contact your counselorís supervisor at any time for assistance.

The Client Assistance Program

The Client Assistance Program (CAP) within Disability Rights Florida evaluates VR customer complaints related to all areas of the VR process and services. You may contact them any time while you receive VR services. Mail to: Disability Rights Florida, 2473 Care Drive, Suite 200, Tallahassee, FL 32308. Call toll free at 800-342-0823 or 850-488-9071; TDD at 800-346-4127. For more information about CAP, visit The Client Assistance Program (CAP) within Disability Rights Florida

The VR Ombudsman Office

The VR Ombudsman Office is operated by VR employees who provide consultation to any VR customer who has questions, concerns or believes they did not get the services they expected. The Ombudsman may help in resolving complaints. Call toll free at 866-515-3692 or email at Ombudsman@vr.fldoe.org.

Appeal Options

When you disagree with a decision it is always helpful to request an official written decision along with the VR policy or guidelines being used. Requesting a written decision will provide you more information on which to base your appeal and learn why a decision was made.

Timeframes are important during an appeal. Once you have received a written decision, you have 21 days to file a written appeal. Three appeal options will be provided in the official VR letter.

  1. You may request an informal review by contacting the local VR area director. Any VR staff member at your local office can help you with information on how to contact the area director.
  2. You may request mediation by contacting the VR state director.
  3. You may request an administrative hearing by contacting the VR state director.

To request mediation and/or administrative hearing, you must email at VRDirector@vr.fldoe.org or write to: State Director, Division of Vocational Rehabilitation, 4070 Esplanade Way, Tallahassee, FL 32399-7016.

When you request an appeal, you need to include:

CONFIDENTIALITY

Confidentiality is important to our customers and to VR. VR holds confidentiality in the highest regard. To review confidentiality guidelines, please click: Confidentiality Guidelines