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Problem Resolution FAQ

An inquiry or dispute is made by custodial parties, noncustodial parents, employers, other agencies and the public prior to the filing of a complaint and must be responded to by our office within three (3) business days. Most inquiries/disputes can be resolved quickly and informally. A complaint is an unresolved oral or written inquiry/dispute by a custodial or noncustodial parent that is made within 90 days from the date the Complainant knew, or should have known, about the subject of the complaint. At any time, you have a right to file a complaint.

You may file an inquiry or dispute with our office in person, by telephone, or by completing the Inquiry/Dispute Statement located on our Forms and Publications page and returning the form to our office.

A response to an Inquiry/Dispute can be in the form of a face-to-face conversation, a letter, a telephone call, e-mail, text message or online through your secure login. A response to a formal complaint must be in writing.

Yes. Customers represented by attorneys are able to use the complaint resolution process. Inquiries or disputes raised by an attorney representing a client should be treated the same as if the inquiry or dispute was raised directly by the customer.

Some inquiries and disputes may take more than three (3) business days to resolve. When more than three (3) business days are required to resolve an inquiry or dispute, our office must provide the person filing the inquiry/dispute with an acknowledgement of the inquiry or dispute, describe what action is being undertaken to address the inquiry/dispute, and provide a date when he/she may expect a response.

You may file a complaint by completing the Request for Complaint Resolution (LCR001), located on our Forms and Publications page, and returning it to our office or by calling toll free (877) 930-2700. Your request for complaint resolution must be made within 90 days from the date you knew, or should have known, about the subject of your complaint.

Complaints that can be heard at a State Hearing include: 1) Your application for child support services has been denied or has not been acted upon within the required timeframe; 2) Your case has been acted upon and you believe the county acted in violation of federal or state law; 3) Child support payments were not disbursed to you or you received the wrong amount. Or, you do not agree with the past-due amount; and 4) the child support agency closed your child support case.

Issues that cannot be heard at a State Hearing include those actions taken by the court including: Court-ordered amounts of child support, Paternity, Child custody or visitation, Spousal support, Contempt matters, and Civil rights issues.

If our office does not respond to you within 30 days after receiving your complaint, you have the right to request a State Hearing before an Administrative Law Judge. Your request must be made within 90 days after you complained to our office.

If our office does respond to you within 30 days after receiving your complaint, and you are not satisfied with our complaint resolution or response, you have the right to request a State Hearing before an Administrative Law Judge. Your request for a State Hearing must be made within 90 days after you received our written response to your complaint.

You can request a State Hearing in writing by sending a Request for State Hearing (SH001), located on our Forms and Publications page, to the State Hearing Office or calling toll free 1 (866) 289-4714.


COAP Workshop: Reduce Your Debt! Dont Miss Out of Facebook Live!

Free Virtual Workshop

Our Child Support Specialists will guide you through “COAP: Reduce your CA State Debt” and how to reach our office. We will also provide information on, enforcement, and a variety of convenient options on how you can make payments. Dont miss out on this special presentation where you will learn about the Compormise Of Arrears Program on September, 24 @ 10am!

9/24/2020 10:00 AM - 11:00 AM/Author: Waldir/Number of views (75)/Comments (0)/ Article rating: No rating
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COVID-19: Electronic Service of Documents

COVID-19: Electronic Service of Documents (California Rules of Court Update)

Effective April 17, 2020, additional temporary rules have been added to the California Rules of Court in response to COVID-19. To sustain essential court services in California state court and to promote social distancing, the Judicial Council announced the adoption of an initial set of Emergency Rules to the California Rules of Court, which went into effect earlier this month on April 6, 2020.

All documents served on either party can be submitted electronically by sending an email to: ServicePortal@RivCo.org

Monday, April 20, 2020/Author: Marquese Howard/Number of views (24)/Comments (0)/ Article rating: No rating
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