Either a custodial party or a noncustodial parent may file a complaint over the handling of a child support case. Complaint forms are available at each county Department of Child Support Services office and on the California Department of Child Support Services website.  

    The county Department of Child Support Services will resolve complaints about:

• Customer service
• Timeliness of service
• Payment and billing issues
• Decisions to close a child support case

How do I make a complaint?

• You may make a complaint orally or in writing

•  You should give the county your contact information, the case name and number, and the issue you want resolved.

• Your complaint may be about any county Department of Child Support Services or Franchise Tax Board action or inaction except for complaints about courts orders, custody or visitation.

• The county Department of Child Support Services will have someone other than the case worker involved in the complaint investigate and try to resolve your complaint.

• If the compliant is out of the county's area, it will be sent to the right county within five days.

Important

    Complaints about court services cannot be resolved by the county Department of Child Support Services. See the Family Law Facilitator at the courthouse, an advocate, or a lawyer for help in resolving these issues.

 The county Department of Child Support Services cannot resolve complaints regarding actions taken by the court, such as the amount of a child support order, custody, visitation, or spousal support orders. Only the court can resolve these matters.

Complaint Resolution Process

   The county Department of Child Support Services is required to respond to every complaint - in writing - within 30 days. If a complaint cannot be resolved within 30 days, the county Department of Child Support Services may extend the time for resolving a complaint up to a maximum of 30 additional days. If the period for resolving a complaint is extended for any reason, the county Department of Child Support Services will mail a notice stating the reason for the extension.

State Hearing

   Some complaint decisions made by the county Department of Child Support Services can be appealed to a State Hearing. Only the following issues are subject to State Hearing:

• Denial of child support services
• Child support services not provided timely or in the manner required by law
• Incorrect or missing support payments or the amount of arrears owed
• Decisions to close a case
   

Requesting a State Hearing

Forms to request a State Hearing are available at each County Department of Child Support Services office or on-line from the State Hearing Office website at http://www.dss.cahwnet.gov/shd or by calling toll-free (866) 289-4714.
The county Department of Child Support Services will assist a custodial party or noncustodial parent in requesting a State Hearing. Instructions for requesting a State Hearing are included on all complaint resolution forms used by the county Department of Child Support Services.

Important

    You will be notified of the date, time and place of the hearing. If you are unable to attend, ask for a new hearing date or for the hearing to be held by telephone.

Important Complaint Resolution Dates

• You must file your complaint within 90 days of the date you knew, or should have known, about the subject of your complaint.

• You must request a State Hearing within 90 days of the date of the written decision of the county Department of Child Support Services on your complaint.

• If the county Department of Child Support Services does not respond to your in writing, you must request a State Hearing within 90 days from the complaint date of your complaint to the county Department of Child Support Services.