Honolulu Senior AdvisorHow do I file a complaint about an Oahu care home or assisted living facility?
Complaints about ARCHs, expanded ARCHs, assisted living facilities and nursing facilities go to the Office of Health Care Assurance, which since August 1, 2026 takes official complaint intake through its Kahua Ike public portal.
Describe what happened, when, who was involved and what you have already raised with the operator. Complaints about community care foster family homes, case management agencies and adult day care centers go to Community Ties of America, OHCA's designee, at (808) 234-5380.
How do I report suspected abuse, neglect or financial exploitation of a kupuna?
Report suspected abuse, neglect or exploitation of a vulnerable adult to the Department of Human Services' Adult Protective Services, using the online report form at apsreport.hawaii.gov or the statewide APS reporting line at (808) 832-5115, Monday through Friday 7:45 a.m. to 4:30 p.m.; in an emergency, call 911.
After hours you can leave a message on the APS line. APS investigates reports and can arrange short-term protective services. You can report anonymously. A licensing complaint to OHCA and an abuse report to APS are separate; if both apply, make both.
What does the long-term care ombudsman do?
The Long-Term Care Ombudsman Program at the Executive Office on Aging advocates for residents of long-term care facilities, investigating and resolving complaints about care, explaining residents' rights and helping with choices about facilities and payment; on Oahu call (808) 586-7268, or the statewide toll-free helpline (888) 229-2231.
The ombudsman works for the resident, not the facility, and the service is free and confidential. Trained volunteers also visit licensed long-term care settings regularly.
What should we try before filing a formal complaint?
For problems that are not urgent or dangerous, first raise the issue in writing with the primary care giver or administrator and, for expanded ARCH and foster family home residents, with the case manager, keeping notes of dates and responses.
Many problems in small homes are about communication: medication timing, food, laundry or visiting. A case manager can often fix them in a week. Anything involving injury, neglect, theft or threats should go straight to APS and OHCA.
At a glance
| Take it to | Not to | |
|---|---|---|
| Licensing violations | OHCA (Kahua Ike portal) | The City and County of Honolulu |
| Foster family home or adult day care issues | Community Ties of America | CMS |
| Abuse, neglect, exploitation | Adult Protective Services, or 911 in an emergency | Only the facility's own management |
| Help asserting residents' rights | The long-term care ombudsman | A paid referral service |
Sources include Hawaii Administrative Rules chapters 11-100.1, 11-90 and 11-800, HRS 321-481 and 321-1.8, Office of Health Care Assurance rosters and pages, the 2026 HHS poverty guidelines, CMS, CareScout and VA rate tables as cited above; see our editorial standards.
