Start with the therapist’s own practice, because each therapist in the network is an independent business responsible for your care, records and billing. Tell the matching team too, by phone at (888) 353-9975 or email, so they can help you switch therapists and take your concern into account in future matches. If you believe a therapist broke professional standards, you can file a complaint with the Indiana Attorney General, which investigates complaints against licensed professionals for the state licensing boards.
Last reviewed By the Monon Therapy Collective editorial team
- Care and billing
- The therapist’s own practice
- The matching team
- (888) 353-9975 or info@flexwerkfitness.com
- Licensing complaints
- Indiana Attorney General, Licensing Enforcement
- Immediate danger
- Call 911
Who is responsible when something goes wrong in a session?
The therapist who treated you. Every therapist in the network runs an independent practice and is responsible for your evaluation, treatment, records and billing, so questions about what happened in a session, a bill or your records go to that practice first.
The network matches and coordinates; it does not supervise treatment or keep your clinical records. That does not mean it is indifferent. The matching team wants to hear when a match has gone badly, and it can help you move to another therapist; switching therapists mid-treatment explains how that works.
Which concerns belong with which organization?
Match the concern to the body that can actually act on it. The table sets out the usual routes; you can use more than one.
| Concern | First contact | If it is not resolved |
|---|---|---|
| How a session was run, a rude or dismissive exchange | The therapist’s practice | Tell the matching team; consider another therapist |
| A bill, a charge or an insurance claim | The therapist’s billing office | Your insurer’s member services line |
| Access to or privacy of your health records | The practice’s privacy contact | The federal Office for Civil Rights, which handles HIPAA complaints |
| Unprofessional, unsafe or unethical conduct | The practice, if you feel able | A licensing complaint with the Indiana Attorney General |
| Something on this website, or the matching itself | The matching team | Ask to speak to the person responsible for the network |
How does an Indiana licensing complaint against a physical therapist work?
It goes to the Indiana Attorney General, not straight to the licensing board. The Professional Licensing Agency directs consumers to report a licensed professional to the Attorney General’s office; the Attorney General reviews the complaint and, if the evidence suggests it has merit, brings it to the appropriate board. Physical therapists are licensed under Title 25, Article 27 of the Indiana Code.
Complaints and the information about them are confidential under state law. The Attorney General’s office says investigations can take up to 12 months, that it cannot act as your private attorney, and that licensing enforcement cannot file criminal charges or obtain money for you. If a case goes forward it can be settled or heard before the board or an administrative law judge, and possible sanctions include revocation, suspension, probation, censure, reprimand and fines.
What happens when you tell the matching team about a concern?
A person reads it and replies, usually within one business day. The team cannot judge whether clinical care was right, because it is not a healthcare provider, but it can help you find a different therapist in the network and it takes your feedback into account in future matching.
If your concern suggests a safety problem, the team will also point you to the routes in this page, including the licensing complaint. You can reach them through the contact page, by phone at (888) 353-9975, or by email at info@flexwerkfitness.com. The editorial policy covers corrections to anything written on this site.
Steps to raise a concern about a therapist in Indiana
You can stop at any step that resolves the problem, and you can skip straight to step 4 if talking to the practice does not feel safe.
Write down what happened
Note the dates, the therapist’s name, what was said or done, and any bills or messages. A clear record helps every route that follows.
Contact the therapist’s practice
Ask for the practice owner or the person who handles complaints, and say what outcome you want: an explanation, a corrected bill, a copy of your records, or an end to treatment.
Tell the matching team
Call (888) 353-9975 or email info@flexwerkfitness.com. The team can help you switch to another therapist in the network and uses your feedback in future matching.
Find the therapist’s license number
Look the therapist up on the State of Indiana license verification search at mylicense.in.gov. The Attorney General asks for the professional’s name, license number and mailing address.
File a licensing complaint with the Attorney General
Use the Indiana Attorney General’s online licensing complaint form or the downloadable form sent by post. Describe the conduct and the standards you believe were broken, and attach your supporting documents.
Wait for the review and keep your records
The Attorney General reviews the complaint first and may bring it to the licensing board. Investigations can take up to 12 months; keep copies of everything you send.
Call 911 or the police first if
- You or someone else is in immediate danger
- You experienced or witnessed sexual misconduct or assault
- You have a new injury from a session that needs urgent medical care
If you think it is an emergency, call 911.
