What is this service?
Complaint Resolution Process
If you have a complaint against any Local Child Support Agency (LCSA) for any action or inaction:
- And your request for complaint resolution is made within 90 days from the date you knew or should have known about the subject of your complaint
- And you have already spoken to a Customer Service Representative, your caseworker, or a Supervisor
- And you are not satisfied with the results
You may request to speak with the Ombudsperson for your assigned LCSA or make a complaint in writing by completing and submitting a request for complaint resolution form, or by calling the LCSA directly at 1-866-901-3212.
After submitting your complaint, the LCSA has thirty (30) days to respond. If a complaint cannot be resolved within 30 days, the LCSA 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 LCSA will mail a notice stating the reason for the extension.
View information regarding the Complaint Resolution process provided by the State of California.
State Hearing Process
You have a right to a State Hearing if you have gone through the Complaint Resolution Process and you are not satisfied with LCSA's written response to your complaint:
Your request for a State Hearing must be made within 90 days of the date you received the LCSA's written decision to your complaint.
If the local child support agency does not respond to your complaint in writing, you must request a State Hearing with 90 days from the date of your complaint to the LCSA.
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
Forms to request a State Hearing are available at each LCSA office or by calling toll-free 1-866-289–4714. The local child support agency will assist the person paying support (PPS) or the person receiving support (PRS) in requesting a State Hearing. Instructions for requesting a State Hearing are included on all complaint resolution forms used by the local child support agency.
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 local child support agency on your complaint.
- If the local child support agency does not respond to your complaint in writing, you must request a State Hearing within 90 days from the date of your complaint to the local child support agency.
Who can use this service?
Anyone can use this service.
Is there a charge for this service?
This service is provided free of charge.
When and where is this service offered?
This service is available throughout the year during regular business hours except during scheduled holidays.