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YOUR RIGHT TO COMPLAINT
RESOLUTION
As part of our ongoing
mission to provide excellent customer service, this agency
has adopted a formal Complaint Resolution Process as
mandated by the State Legislature.
If you are a custodial and non-custodial
parent, you may file a formal complaint about a child support agency or
Franchise Tax Board action or inaction. If the complaint is not resolved
satisfactorily by this agency within the Complaint Resolution Process, you
have the right to request a hearing before an administrative law judge.
Only a custodial or non-custodial parent may access the Complaint Resolution
process.
If you have a dispute, let us know by a
phone call, letter or during an office visit. Our goal is to respond to you
no later than 3 business days after receiving your information, and we will
try to resolve the problem as soon as possible. If you call us and our Call
Center staff cannot resolve your issue, they will ask the case manager to
review the issue and contact you. If we are unable to resolve the dispute
with you, you may ask to file a formal complaint, which can be made either
verbally, or in writing.
The Ombudsperson at your local child
support agency may help you file a complaint against a child support agency
located in a different county.
Click here for a statewide list of Ombudsperson Program contacts and
here to view
complaint forms and state hearing requests you may download.
You may ask for a complaint form to be
given to you if you wish to file a written complaint. Or, you may file a
verbal complaint with a case manager who will take down the information and
send you a copy for your records. The case manager will give you the
toll-free number for the agency Ombudsperson who will help you resolve the
complaint and who can answer your questions about the Complaint Resolution
process. The Ombudsperson can help you navigate through the Complaint
Resolution and State Hearing process.
Not all issues can be resolved in the
Complaint Resolution or State Hearing process.
Some excluded issues are: court orders
for custody, visitation, paternity or spousal support, amounts of child
support and arrears ordered in court and other matters which must be
addressed in a court of law.
You must first try to resolve the
problem by accessing the local agency’s Complaint Resolution process before
requesting a State Hearing. If granted, the hearing is conducted before an
Administrative Law Judge, who may order the county to take corrective
action. The judge does not have the authority to award damages or
impose financial penalties on the agency.
General Overview of the Complaint Resolution Process
- A complaint must be made within 90 days from
the date you knew or should have known about the subject of the
complaint.
- A Complaint Investigator from this agency will
research the facts of the case and provide a written resolution of the
dispute within 30 days of receiving the complaint (unless an
extension has been granted).
- If you are not satisfied with the resolution, you
have the right to request a State Hearing before an Administrative Law
Judge.
- If the agency does not respond to you
within 30 days after receiving your complaint, you have the right to
request a State Hearing.
- The hearing will be scheduled to take place within
45 days from the date the State Hearing Office receives the request
for hearing.
OMBUDSPERSON PROGRAM
To contact the Ombudsperson for the Siskiyou
Modoc Regional Dept. of Child Support Services, call toll-free
at 1-800-676-9222. To request a state hearing, call the State
Hearing Office at 1-866-289-4714.
The Ombudsperson helps you resolve issues with your child
support case, explains your rights and responsibilities, and
tells you the ways you can get child support services.
Responsibilities:
- To help you with child support issues.
- To assist you in understanding the complaint process
before, during, and after the complaint is filed.
- To assist you in preparing for a State Hearing.
You can file a complaint if you are not
satisfied with the assistance you are receiving from the
county Department of Child Support Services in resolving your
child support issues.
Click Here
for Printable Version
Contact Siskiyou Modoc Regional
Department of Child Support Services
Modoc Office: 1030 N. Main St., Alturas, CA 96101, Phone (530)
233-6216
Yreka Office: 1215 S. Main St., Yreka, CA 96097, Phone: (530) 841-2950 |
