How do inquiries/disputes differ from complaints?
You may file an inquiry or dispute with our office completing the Inquiry/Dispute Statement form available at your local child support agency. Once this form is completed you can submit it in person or by mail to the child support office. You may also file an inquiry or dispute over the phone by calling (866) 901-3212. An inquiry/dispute statement is the first step in resolving an issue with the handling of your child support case when you disagree with the actions being taken or not being taken on your case. If the inquiry/dispute cannot be resolved, you may file a formal complaint.
How do I file an inquiry or dispute?
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.
What is a response?
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.
When an attorney represents a person, do the same time frames for responding to inquiries or disputes apply?
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.
How long does your office have to resolve my inquiry/dispute?
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.
How do I file a complaint?
You may file a complaint by completing the Request for Complaint Resolution (LCR001), available at 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.
What type of complaints can be heard at a State Hearing?
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.
When can I request a State Hearing?
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.
How do I request a State Hearing?
You can request a State Hearing in writing by sending a Request for State Hearing (SH001), available at our office, to the State Hearing Office or calling toll free 1 (866) 289-4714.