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Applied Behavior Analysis Authorization Requirements

The Defense Health Agency (DHA) published changes to the Autism Care Demonstration (ACD) that will be implemented in phases in 2021. To learn more and to sign up for email updates, visit www.health.mil/autism.

DHA-hosted webinars:

  • March 24, 2021: Overview of ACD Changes (slides available at www.health.mil/autism)
  • April 7, 2021 at 1 p.m. EDT: Autism Service Navigator, Comprehensive Care Plan, Beneficiary Eligibility, Parent and Family Supports
  • April 16, 2021 at 12 noon EDT: Applied Behavior Analysis Benefit 
  • April 21, 2021 at 1 p.m. EDT: Other Important Changes


TRICARE beneficiaries who meet the following qualifications are eligible to receive ABA services under TRICARE's Autism Care Demonstration:

The beneficiary is:

  • a dependent of an active duty service member enrolled in TRICARE Prime or TRICARE Select (Active duty family members must register for the Extended Care Health Option [ECHO] to participate in the Autism Care Demonstration. ECHO registration deadlines apply. Learn more on our registering for ECHO page.),
  • a retiree/retiree family member enrolled in TRICARE Prime or TRICARE Select,
  • a National Guard and Reserve member or family member covered under TRICARE Reserve Select or TRICARE Retired Reserve,
  • covered under the Transitional Assistance Management Program,
  • covered under TRICARE For Life,
  • a participant in TRICARE Young Adult,
  • a participant in the North Atlantic Treaty Organization or Partnership for Peace, or
  • no longer TRICARE-eligible, but participates in the Continued Health Care Benefits Program 

Diagnosis (Autism Spectrum Disorder)

Eligible beneficiaries must have an autism spectrum disorder (ASD) (F84.0) diagnosed by a TRICARE-authorized physician primary care manager (P-PCM) or by a specialized ASD-diagnosing provider:

  • P-PCM specializing in family practice or pediatrics or internal medicine, or
  • Specialized ASD provider who is a physician board-certified or board-eligible in behavioral developmental pediatrics, neurodevelopmental pediatrics, pediatric neurology, or child psychiatry; PhD clinical psychologist working primarily with children; or board-certified doctor of nursing practice (DNP).*

    Note: Diagnoses and referrals from nurse practitioners, physician assistants and residents/students in organized health care, or other providers not having the above qualifications, will not be accepted unless the referral is co-signed by a P-PCM or ASD diagnosing provider in one of the approved specialties.

*For DNPs credentialed as developmental pediatric providers, dual American Nurses Credentialing Center (ANCC) board certifications are required as either a pediatric nurse practitioner or a family nurse practitioner, and either a child psychiatric mental health nurse practitioner, or a child psychiatric and mental health clinical nurse specialist. Eligible DNPs must also be trained and certified in the ADOS-2.

Beneficiaries diagnosed with ASD, Asperger’s Disorder, Rett Syndrome, Childhood Disintegrative Disorder (CDD) or Pervasive Developmental Disorder Not Otherwise Specified (PDD-NOS) prior to October 20, 2014, may continue to be eligible for ABA services, as long as they meet current TRICARE policy criteria upon the next ABA benefit review. At which time, the diagnosis must indicate ASD (F84.0).

Authorization Requirements

The following has been updated per the requirements outlined in TRICARE’s revised Autism Care Demonstration. We will continue to update this content over the implementation period (through Jan. 1, 2022) as new requirements and changes go into effect. Please see our ACD Timeline for key dates.


A Health Net Federal Services, LLC (HNFS) approval is required for applied behavior analysis (ABA) services for all beneficiaries, including those with other health insurance. 

  • Authorization requests must be submitted electronically and are processed within 2–5 business days once all required documentation is received.
  • Submitting a request to HNFS is not a confirmation of authorization. 
  • ABA providers can check the status of an authorization or download a copy of the approval letter by using our Check Authorization Status tool. 

Step 1 – Diagnosis and Referral

After diagnosing a TRICARE-eligible beneficiary with autism spectrum disorder (ASD), the primary care manager (PCM) or specialized ASD provider submits a referral to HNFS. If the beneficiary is referred from a military hospital or clinic, the referral is submitted electronically by the military facility to HNFS.

Referral requests must contain the following elements:

  • age of the beneficiary,
  • ASD diagnosis,
  • date of initial diagnosis,
  • co-morbid diagnosis (if applicable),
  • symptom severity level, 
  • statement the beneficiary needs applied behavior analysis (ABA), and
  • starting Oct. 1, 2021, a completed DSM-5 Diagnostic Checklist.

Currently, if the initial diagnosis is made by the PCM, he/she must submit a referral for a specialized ASD diagnosing provider to confirm the diagnosis of ASD within one year. Effective July 1, 2021, TRICARE is removing the requirement to obtain a confirming diagnosis. 

TRICARE-authorized PCMs for the purposes of diagnosis and referral include TRICARE authorized:

  • family practice physicians
  • internal medicine physicians 
  • pediatric physicians. 

Authorized specialty ASD-diagnosing providers include TRICARE-authorized physicians board-certified or board-eligible in:

  • developmental behavioral pediatrics
  • neurodevelopmental pediatrics
  • child neurology 
  • adult or child psychiatry
  • doctoral-level licensed clinical psychologist
  • doctoral-level nurse practitioners

Currently, diagnoses and referrals from nurse practitioners (NPs) and physician assistants (PAs) or other providers not meeting TRICARE’s qualifications will not be accepted.

Note: Effective Oct. 1, 2021, TRICARE is updating which PCM and ASD diagnosing provider types are qualified to submit a referral for ABA therapy. Check back for details about this change, as we will be updating our web content in the coming weeks. 

Referring providers must have a qualifying specialty listed in their NPI Registry record. HNFS is required to verify this information. Providers who need to update their NPI record can visit https://npiregistry.cms.hhs.gov

  • Referring providers who do not meet TRICARE’s specialty requirements may designate a co-signer on the referral. You must specify the co-signer’s name and NPI number in the “reason for referral” field.  
  • HNFS will confirm the co-signer’s specialty on the NPI registry. 

Referral verification (2–5 business days)

After receiving the referral for ABA therapy, HNFS will verify it to:

  1. Ensure it meets all requirements per TRICARE policy and 
  2. Confirm the beneficiary meets all ACD eligibility requirements.

Please allow 2–5 business days for HNFS to verify the referral requirements were met. For incomplete referrals, HNFS will request additional information from the referring provider and pend the request for six days. If the requested information is not received at the end of the sixth day, the request will be cancelled and need to be resubmitted once complete. 

Two-year referral cycle

Referrals for ABA services under the ACD are valid for two years. If HNFS receives a subsequent referral within the two-year period, it will be cancelled as a duplicate. HNFS processes each authorization request, including provider changes, under this two-year referral. 

We are aligning existing ACD beneficiaries to a new, chronological two-year referral timeline between April 1 and May 1. We will notify beneficiaries by July 1, as this may impact future reauthorizations as of Oct. 1. 

Starting May 1, the timeline for all new and existing ACD referrals starts on the date HNFS confirms receipt of verified referral.

Active duty eligibility and ECHO

All active duty family members must be registered in the Extended Care Health Option (ECHO) program to participate in the Autism Care Demonstration (ACD). Beneficiaries participating in the ACD will be given a provisional 90-day enrollment into the ECHO program to allow time to complete the registration process. Active duty family members who have not completed ECHO registration by the end of the 90th day of the provisional enrollment will be discontinued from ABA services. Visit our ECHO Registration page for additional information.

Step Two – Initial Assessment

After HNFS has verified the referral for ABA therapy, we may pend the request for initial provider placement (“Pended – Initial Provider Placement”) for up to 15 business days. 

  • For referrals verified prior to Aug. 1, 2021: We will only follow the “Active Provider Placement” process described below if a specific ABA provider was not named on the referral. (Named referrals for ABA should be rare and only completed when there is clinical necessity and no other ABA provider can render care.)
  • For referrals verified on or after Aug. 1, 2021: We will follow the "Active Provider Placement” process for all referrals. 

Active Provider Placement

HNFS will assign referrals to ABA providers based on appointment availability within TRICARE’s access to care standards (see below). We are allowed up to 15 business days to complete this process. 

  1. HNFS to assign the referral to an ABA provider based on appointment availability that is within TRICARE access to care standards.
  2. HNFS will contact ABA providers to confirm availability for the initial assessment and treatment. 
  3. HNFS will attempt contact with the beneficiary and/or the parent/caregiver to discuss provider preferences and whether we can meet them, but ultimately we will select a provider who can meet access to care standards.
  4. HNFS will authorize the initial assessment to an ABA provider group. This assessment must be completed within 28 days, with day one being the date HNFS verified the referral. 

Access to Care Standards

Initial Assessment: 

  • ABA provider must provide the first date of service of the assessment (CPT® code 97151) within 28 calendar days from the date HNFS verified the referral.  
  • As HNFS has up to 15 business days to complete active provider placement, the ABA provider needs to ensure the first date of service of 97151 is completed within 28 days of the “service from date” on the initial assessment authorization.
  • Beginning Aug. 1, HNFS will confirm the access to care requirement was met or obtain rational if not met.


  • ABA provider must provide 97153 or 97156 services within 28 calendar days of the last date of service in the 14-day window that is allowed for 97151. 
  • Effective Aug. 1, CPT codes 97157 and 97158 are included in the requirement above.
  • ABA provider must render the first occurrence of parent training within 30 days of approval of the treatment authorization. 
  • Beginning Aug. 1, HNFS will confirm access to care requirements were met or obtain rational if not met.

We encourage ABA providers to help reduce the length of time between the end of the assessment period and the submission of the request for treatment by submitting the request promptly following the last date of service in the 14-day window. Upon approval of the treatment authorization, ABA providers should immediately schedule a direct visit with the beneficiary and/or family to initiate the start of services with the ABA supervisor or assistant behavior analyst until the behavior technicians (when applicable) are able to start rendering services. As of Aug. 1, ABA providers will be required to render 97156 within 30 days of the treatment authorization being approved. 

Beneficiaries with preferred appointment times and locations for direct therapy will need to initiate parent training until preferences can be accommodated. During this time, the ABA provider will support the family to target initial ABA principles and implementation until the beneficiary is receiving their full hours at their preferred times and locations.

Referral approval letters

Once the initial referral for ABA has been approved for an initial assessment, providers and beneficiaries can view a copy of the determination letter online. 

The letter contains contact information for the beneficiary and ABA provider. HNFS encourages beneficiaries to contact the ABA provider listed on the approval to set up the initial appointment.

  • If the beneficiary wants to see a different provider than who is listed on the authorization, he/she can contact our ACD customer service line for assistance in requesting a change to the approved authorization.
  • If the ABA provider and/or beneficiary are unable to connect with each other within one week, please contact our ACD customer service line for assistance.

Initial Assessment Requirements

An authorized ABA supervisor (or as delegated, an assistant behavior analyst) must conduct the initial assessment, which is used to develop the treatment plan. This assessment must begin once the authorization has been approved within the 28-day TRICARE access to care standard and be completed within the 14-calendar day allowance from the first date of service. 

If, due to unforeseen circumstances, the ABA provider and/or beneficiary need additional time to complete the assessment, please contact our ACD customer service line and request an extension for the initial assessment. Please provide the rationale for the extension. A new referral is not required to extend the initial assessment.

All units billed for the assessment must be within the 14-day window. Please see our Billing and Claims section for more information on CPT code 97151 requirements. 

Initial assessments must include direct service with the beneficiary and can include additional indirect methods to complete the treatment plan and recommendations. 

This assessment must include the following:

  • direct observation, measurement and recording of behavior;
  • background information that clearly demonstrates the beneficiary's condition, diagnoses, family history, and how long the beneficiary has been receiving ABA services;
  • functional assessment;
  • data from parent/caregiver interview and parent report rating scales;
  • authorized ABA supervisor recommendation for the number of weekly units of ABA services under the Autism Care Demonstration, to include the recommended number of weekly units for ABA interventions by the Board Certified Behavior Analyst (BCBA) or the Board Certified Assistant Behavior Analyst or QASP and behavior technicians, to include the location of services (see treatment plan guide); and
  • Complete and incorporate the findings of the parent PDD – Behavior Inventory™ (PDD-BI™). The PDD-BI has been expanded to cover beneficiaries from 2 years to 18.5 years old and is required for the initial assessment. Beneficiaries outside of that age range, below or above, are exempt.
    • Providers must include the publisher copy of the PDDBI with all scores or the hand scoring forms and all questions. Providers must include the name of the person completing the PDDBI and their relationship to the beneficiary. ABA providers are expected to ensure the scores submitted are within the publishers limits and are accurate. 
    • At the initial assessment, only the parent form should be completed (as the BCBA would not have had sufficient contact with the beneficiary).
    • ABA providers may use other assessment tools to assist in writing goals but the integration of the outcomes from the PDD-BI should be a component of goal development. Goals should be determined not only by the PDD-BI but also from direct observation and progress toward individual goals.

The following items may also be included in the assessment: 

  • Completed forms for the ABA provider to properly bill for services rendered, establish care and evaluate the beneficiary’ availability for ABA therapy (such as liability, insurance, release of information, etc.).
  • Additional measures and/or assessments the ABA provider uses within their scope of practice to evaluate baseline rates of behavior excesses and skill deficits. These may include, but are not limited to: 
    • Assessment of Basic Language and Learning Skills (ABLLS), 
    • Vineland-3, 
    • SRS-2, 
    • Functional Assessment Screening Tool (FAST), 
    • Carolina Curriculum, 
    • VB-MAPP, Assessment of Functional Living Skills (AFLS),  
    • Assessment of Functional Living Skills (AFLS), 
    • Community-based Skill Assessment (CSA), 
    • Adaptive Behavior Assessment System Third Edition (ABAS-3), 
    • Gilliam Autism Rating Scale-2 (GARS-2), 
    • Essential for Living and The Essential Eight or; 
    • Scales of Independent Behavior Revised (SIB-R). 

Individualized Education Plan (IEP)

A current IEP is required for beneficiaries who are receiving services within a public or private school setting by the ABA supervisor under CPT 97153. 

Effective May 1, 2021, new authorizations for any service performed by behavior technicians (BTs) under CPT code 97153 in the school setting will not be approved. Current authorizations are permitted to run through their expiration date but will not be renewed with the BT or assistant behavior analyst rendering direct therapy in the school setting. The definition of “school” includes preschool, public school and private school settings. 

When the ABA provider requests the ABA supervisor render 97153, an IEP is required to prevent a duplication in services. Academic goals are not permitted and treatment plan goals should not overlap with IEP goals. ABA provided in the school setting must be a 1:1 ratio rendered only by ABA supervisors (for authorizations approved after May 1). All treatment plans must specify the location of services clearly to ensure that an IEP is received when TRICARE services are rendered in the school setting. 

Discharge plan

The process of establishing a discharge plan should occur during the initial assessment.

  • A discharge plan should be developed between the ABA provider and the beneficiary on the short and long-term plan to generalize mastered skills, teach new skills in the natural environment and steps to transition care to the family when ABA therapy is no longer clinically or medically necessary. 

Authorization Changes

Applied behavior analysis (ABA) providers and beneficiaries can request certain changes to current (valid) authorizations. Health Net Federal Services, LLC (HNFS) cannot make changes to expired authorizations.

Unit Modifications

In order to request a change to the number of units authorized by HNFS, providers must submit a new request for ongoing services. If approved, HNFS will update the existing authorization.

This new request must:

  • Include an updated treatment plan that documents the reason for the change and any applicable modifications to the beneficiary's goals.
  • Specify the requested units for all CPT codes.
  • Match what is document in the treatment plan. 

Unit modifications may be approved when there is a significant change in the clinical status of the beneficiary resulting in a modification to the treatment plan and recommended units. These may include but are not limited to: 

  • the number of hours the beneficiary is receiving
  • the number of behavior excesses requiring management of the Behavior Intervention Plan (BIP)
  • the acquisition rate of the beneficiary
  • frequency and rate of modifications to maintain progress
  • the frequency needed to demonstrate modifications to the behavioral technician or parents
  • the complexity of the program requiring modifications
  • the level of generalization of mastered skills
  • the engagement and availability of the family 

Provider Changes

In the event a beneficiary would like to change ABA providers, he or she should contact our ACD customer service line and request a change of ABA providers.

  • HNFS will gather additional information and assist the beneficiary in facilitating the change based on the reasons and availability of other ABA providers. 
  • If the beneficiary has an active referral within the current two-year period, a new referral is not required for provider changes. 
  • In some instances, the beneficiary may be able to seek a second opinion initial assessment from the new provider prior to making the change. HNFS will discuss the options and assist in the transition. 
  • Ongoing care from two ABA providers is not permitted. 


Your regional contractor can help in the transfer of ABA therapy across regions when undergoing a Permanent Change of Station (PCS).

Moving from West (HNFS) to East (Humana Military):

  • Beneficiaries can contact HNFS’ ACD customer service line to notify HNFS of their PCS date and request ABA-related documents previously submitted to HNFS be transferred to Humana Military. HNFS will transfer the documents, including a copy of the ABA therapy referral, the treatment plan and related assessments within 10 business days of the request. 
  • Beneficiaries may be eligible for case management services to assist in the process. Case management nominations can be made online or via the ACD customer service line.
  • Contact Humana Military for more information about receiving ABA services in the East.

Moving from East (Humana Military) to West (HNFS):

  • Beneficiaries can contact Humana Military to notify Humana of their PCS date and request ABA-related documents previously submitted to Humana Military be transferred to HNFS. Humana Military will transfer the documents, including a copy of the ABA therapy referral, the treatment plan and related assessments within 10 business days of the request. 
  • After a beneficiary’s enrollment has been transferred to the West, he/she can call HNFS to request an initial ABA assessment. Please mention whether you have already requested the ABA document transfer from Humana Military. 
  • HNFS will honor valid Humana Military referrals in order to authorize initial assessments while care is being established with West region providers. All beneficiaries who transfer from the East Region must receive a new initial assessment and meet all ACD requirements prior to approval of ongoing care. (Beneficiaries must show as eligible in the West Region before HNFS can authorize services.)

Request for Treatment Authorization

Effective Aug. 1, 2021, new requirements and a new format for treatment plans goes into effect. View our treatment plan guidelines (to be updated in the coming weeks) to ensure the necessary requirements are included on each plan

All applicable outcome measures must be submitted to HNFS by the approved provider before HNFS can authorize treatment.

If the ABA provider has submitted the request for treatment, the treatment plan, and the parent PDDBI and the IEP (when applicable) but the outcome measures remain outstanding, HNFS will contact the beneficiary to facilitate their completion. HNFS can now authorize outcome measure evaluations directly to ABA provider groups. See Outcome Measures for additional information.

Note: There may be multiple providers (ASD-diagnosing providers or authorized ABA provider groups) completing each measure based on the preferences of the diagnosing provider. HNFS will work to resolve barriers to completion with the beneficiary, but we are unable to authorize treatment until the outcome measures are completed and submitted. 

ABA providers may not render any services prior to the treatment authorization being approved. 


Parent Training

An important component of a strong, clinical ABA program integrates parents by training them on ABA principles to work effectively with the beneficiary to achieve goals, helping parents target skills tailored to the improvement of the beneficiary and ensure generalization of skills.

⦁ The inclusion of parent training and goals in the treatment plan is an opportunity for the ABA provider to support parents in the implementation of ABA goals outside of program hours. 

  • HNFS strongly encourages the implementation of parent training immediately once the ongoing authorization is approved. As of Aug. 1, 2021, ABA providers are required to have parent training initiated within 30 days of an approved treatment authorization.
  • The initiation of the parent training, parent implementation of ABA principles around Behavior Intervention Plans and parent goals can be done independent of the direct therapy hours once the ongoing authorization is approved.
  • As the direct therapy hours are scheduled and initiated, parent engagement and implementation can supplement the beneficiary’s hours to ensure ABA principles are integrated throughout their day. 

Currently, if HNFS needs to obtain additional clinical necessity information during the review of the treatment plan, HNFS will pend the request (“Pended – BCBA Review”) and send correspondence to the ABA provider requesting additional information. If the additional information is not received within three business days, the request will be cancelled until the additional information is provided by the ABA provider.  

After review, HNFS will issue an ABA authorization for six months. 

As of Aug. 1, 2021, HNFS will conduct clinical necessity reviews for all treatment plans submitted. Check back soon for additional information about this process.

Providers must have an approved authorization from HNFS (with an authorization number) prior to rendering ABA services.

  • Submitting a request to HNFS is not a confirmation of authorization.
  • Do not provide ABA services without an approved authorization. HNFS will deny reimbursement for services performed outside the dates approved on the authorization.
  • HNFS does not issue backdated authorizations. If an authorization is canceled due to missing supporting documentation, the authorization will be re-issued from the date HNFS receives all required information. 

Outcome Measures

The following has been updated per the requirements outlined in TRICARE’s revised Autism Care Demonstration. We will continue to update this content over the implementation period (through Jan. 1, 2022) as new requirements and changes go into effect. See our ACD Timeline for additional details.


As of Aug. 1, 2021, all beneficiaries participating in the Autism Care Demonstration (ACD) must submit outcome measures prior to Health Net Federal Services, LLC (HNFS) authorizing treatment.

Outcome Measure Tools

TRICARE requires the following outcome measures for existing and new beneficiaries participating in the ACD based on their age: 

  • Vineland, 3rd Edition (Vineland-3), 
  • Social Responsiveness Scale, 
  • Second Edition (SRS-2), 
  • Parenting Stress Index, 
  • Fourth Edition (PSI-4) (new – effective Aug. 1, 2021), 
  • Stress Index for Parents of Adolescents (SIPA) (new – effective Aug. 1, 2021), and 
  • Pervasive Developmental Disorder Behavior Inventory (PDDBI). 

The Vineland-3 and SRS-2 are required to be completed prior to the start of treatment and annually. The SIPA or PSI is required to be completed prior to the start of treatment and every six months. The Parent PDDBI form is required to be completed prior to the start of treatment and every six months and the Teacher PDDBI from (to be completed by the treating ABA supervisor only) is required every six months. 

The name of the person completing all outcome measures and their relationship to the beneficiary, is required on all forms. Additionally, providers must submit the full publisher print report. If hand scoring, you must include full calculations and related documents.

The two new age-based outcome measures that will be required as of Aug. 1 – the PSI-4 and SIPA – must be administered before HNFS can authorize initial treatment, and again every six months.

Renewal Period

Beginning May 1, beneficiaries new to the ACD will start on a one-year cycle for the Vineland and SRS-2. We are transitioning existing ACD beneficiaries from their current cycle to the new one-year cycle, and will notify beneficiaries of the new dates by July 1. 

After the realignment of outcome measure renewal dates, future renewal periods will be based on the date the outcome measures are received by HNFS. This means each outcome measure may have its own chronological timeline based on the receipt date of a valid and complete measure. 

Effective Aug. 1, 2021, HNFS will be unable to approve authorizations until all required outcome measures are submitted with complete and valid scores.

Who Can Perform Outcome Measures

Outcome measures can be performed by TRICARE-authorized ASD-diagnosing providers or, when authorized by HNFS, ABA providers (BCBA or BCBA-D) who can administer the Vineland, SRS-2 and SIPA/PSI. 

As of May 1, 2021, HNFS can authorize outcome measures directly to ABA providers without a referral from the primary care manager or ASD-diagnosing provider. At this time, HNFS will refer outcome measures to our preferred outcome measure network of providers capable of performing all four outcome measures for any beneficiary within access to care standards. This means the beneficiary may be authorized to an ABA provider who is not his or her treating provider. 

Note: The PDDBI will continue to be authorized in initial assessments and treatment authorizations for the approved, treating ABA supervisor. The ABA supervisor is required to execute the Parent PDDBI with the beneficiary and complete the Teacher PDDBI form, when applicable. 

T1023 to 97151 Transition

May 1–July 31, 2021

  • HNFS will authorize 1 unit per measure per applicable cycle with HCPCS code T1023. 
  • Under T1023, outcome measures may be rendered via telehealth and can be authorized to any network provider. Use of GT modifier and place of service “02” is required. 

Effective Aug. 1, 2021

  • HNFS will authorize 1 unit per measure per applicable cycle with CPT® code 97151. 
  • Under 97151, outcome measures may be rendered via indirect methods. Telehealth will not be permitted. 

HNFS will issue separate authorizations for the outcome measures with the applicable code (T1023, 97151) to ensure distinction of services. 

Authorizations approved by HNFS prior to Aug. 1 will be permitted to run through their existing dates, with outcome measures billable under T1023. 


TRICARE requires outcome measures be performed at the following intervals: 


A grievance is a written complaint or concern about a medical provider, HNFS or the TRICARE program in general. HNFS conducts a thorough investigation of any concerns and takes actions as necessary to improve services. Find details on the grievance process and how to submit on our Grievances page.


You can also contact our ABA Customer Service team by phone at 1-844-866-WEST (9378), option 5 (during business hours) or by email at CS_ABA@healthnet.com.