An Ombudsperson is available to assist parents, employers and the community. An Ombudsperson will provide information about the child support program, resolve issues and answer questions.
The Ombudsperson Program also helps parties through the Complaint Resolution process and State Hearing, and helps arrange for special accommodations and interpreters needed at State Hearings. The Ombudsperson Program evaluates customer satisfaction and suggests ways to resolve concerns and improve customer service. Our Ombudsperson will work to resolve complaints about:
If you're not satisfied with the assistance you're receiving from the local child support agency (LCSA), you have the right to file a complaint through the Complaint Resolution Program.
The party who has/had custody of the child/ren, or the parent who does not have custody, may file a complaint if there is a case open with the Department of Child Support Services.
Complaint issues that CAN be resolved through the program include:
Complaint issues that CANNOT be resolved through the program include:
State your complaint by phone or in person, or click on the link to get a " Request for Complaint Resolution" form. Submit the form to the LCSA by mail or in person.
Someone other than the caseworker involved with your complaint will investigate and try to resolve your complaint, and will tell the LCSA what must be done to remedy the problem.
The LCSA is required to provide a resolution in writing to every complaint within 30 days. If necessary, the LCSA can extend the complaint resolution period a maximum of 30 additional days. If the complaint resolution period is extended, the LCSA is required to mail you a notice stating the reason.
The LCSA will send you a written Notice of Complaint Resolution which will include information about the investigation findings, and any steps taken to resolve your complaint. You will also receive information about your right to a state hearing in case you are not satisfied with the response to your complaint.
If you are not satisfied with the LCSA's response to your complaint, you have the right to have your complaint issues heard at a state hearing.
The following disputes CANNOT be heard at a state hearing:
Request a form by:
The following information will help you present your case:
The hearing will be held within 45 days after the State Hearing Office receives your request. 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.
Translation services and reasonable disability assistance are available free of charge if needed.
If you need the assistance of the Ombudsperson, call 1 (866) 901-3212 and ask to speak with them.