Complaint Resolution & Ombudsman • Ombudsman Complaint Resolution ·                    Custodial parties or non-custodial parents can file a complaint with the Department of Child Support Services either 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 Department of Child Support Services or Franchise Tax Board action or inaction; except for complaints about court orders, custody, or visitation. ·                    You must make the complaint within 90 days of when you knew about the problem. ·                    The Department of Child Support Services will have someone other than the caseworker involved with your complaint investigation and try to resolve your complaint. ·                    If the complaint is out of the county’s area, it will be sent to the right county within five days. ·                    The Department of Child Support Services must give you a written response to your complaint within 30 days of when the received your complaint. ·                    The investigator will tell the Department of Child Support Services or Franchise Tax Board what they must do to resolve the issue. ·                    If you are not satisfied with the county’s response, the Department of Child Support Services will send a written notice to you with information on your rights to a State Hearing, State Hearings The State Hearing is a process where you can have your child support case reviewed by a judge. The Ombudsman can help you prepare for the State Hearing. The following types of complaints can be heard at a State Hearing: Your application for child support services has been denied or has not been acted upon within the required timeframe. Your case has been acted upon and you believe the county acted illegally. Child support payments were not given to you or you received the wrong amount or you don’t agree with the past-due amount. The child support agency closed your child support case. You must request a State Hearing within 90 days after you receive the county’s response to your complaint, or within 90 days after you filed your complaint and the county did not respond to you. After the request for hearing is received by the State Hearing Office, the State Hearing will be held in your county within 30 days To help you prepare for a State Hearing the Department of Child Support Services Ombudsman can help you prepare needed documents. The following information will be helpful as you prepare for your case: ·                    A statement of the facts for your case. ·                    Copies of any information and papers, such as statement and notices that support your case. ·                    A list of witnesses and people who will speak on your behalf at the hearing, if any.  If needed, translation services and reasonable disability assistance are available to you free of charge.  Some issues cannot be heard at a State Hearing: ·                    Court-ordered amounts of child support ·                    Question regarding paternity ·                    Child custody or visitation ·                    Spousal support ·                    Contempt matters ·                    Civil rights issues To request a State Hearing you must complete the local complaint resolution process before you can request a State Hearing. If, after the county process has been completed and you do not feel satisfied with the response you were given, you may contact: California Department of Social Services State Hearing Office 744 P Street, MS 19-98 Sacramento, CA 95814 Or call the State Hearing Office at: 1-866-289-4714 (toll free)