If you’re not satisfied with the assistance you’re receiving from our office, you have the right to file a complaint through the Complaint Resolution Program.

• A complaint can be filed in person at the local child support agency, over the phone with the Ombudsperson, or in writing (**see below for Complaint Resolution Form).
• Your complaint may be about any county Department of Child Support Services or Franchise Tax Board action or inaction, except for complaints about court orders, custody or visitation.
• The complaint must be made within 90 days of when you knew, or should have known, about the problem.
• The local child support agency Complaint Investigator must give you a written response to your complaint within 30 days of receiving your complaint.
• The Complaint Investigator will advise the county Department of Child Support Services or Franchise Tax Board what they must do to resolve the issue.
• A written notice will be sent to you with the information on your Rights to a State Hearing if you are not satisfied with the county’s response.

Some complaint issues able to be resolved by the Complaint Resolution Process:

• Decision to open or close a case
• Failure to establish a court order for child support
• Collection of past-due payments
• Efforts to modify the child support amount
• Timeliness of service
• Enforcement efforts
• Location efforts

Complaints unable to be resolved through the Complaint Resolution Process:

• Court-ordered amount of child support or past-due payments, custody, visitation, spousal support, or determination of parental relationship
• Complaints about court services—contact the family law facilitator at the courthouse, an advocate or attorney for help
• Civil rights violations
• Services, if the complainant does not have a child support case open