Customer Service

Complaint Resolution and You

• Parents or other custodial parties can file a complaint with the county Department of Child Support Services.
  
  
• You should give the county your contact information, the case name and number, and the issue to be resolved.
  
  
• 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.
  
  
• You must make your complaint within 90 days of when you knew about the problem.
  
  
  
• The county Department of Child Support Services will have someone other than the caseworker involved with your complaint investigate and try to resolve your complaint.
  
  
• If the complaint is out of that county's area, it will be sent to the correct county within five days.
  
  
• The county Department of Child Support Services must give you a written response to your complaint within 30 days of when they received your complaint.
  
  
• If a complaint cannot be resolved within 30 days, the county Department of Child Support Services may extend the time period for resolving the complaint up to 30 additional days. If the period for resolving a complaint is extended for any reason, the county Department of Child Support Services will mail you a notice stating the reason for the extension.
  
  
• The complaint investigator will tell the county Department of Child Support Services or Franchise Tax Board what they must do to resolve the issue.
  
  
• The county Department of Child Support Services will send a written notice to you with information on your rights to a State Hearing, if you are not satisfied with the county's response.