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Resolving problems with your child support case
Talk to the ombudsperson!
Margie Elsaas
Telephone: (530)889-5746
melsaas@pldcss.ca.gov
If you need help with a problem, ask to speak with our office ombudsperson—it is his or her job to:
- Help you get child support services
- Explain your rights and responsibilities
- Help you resolve problems with your case
- Explain the complaint process before, during, and after a complaint is filed
- Help you request and prepare for a state hearing if you are not satisfied with the results of the complaint resolution process
- Help arrange for special accommodations or interpreters
- Evaluate customer satisfaction and suggest ways to improve service.
The complaint resolution process
If you’re not satisfied with the assistance you’re receiving from our office, you have the right to file a written complaint through the Complaint Resolution Program.
The obligee or the obligor may file a complaint if there is a case open with the DCSS.
Complaint issues that can be resolved through the complaint Resolution Program include:
- Decision to open or close a case
- Failure to establish a court order for child support
- Collection of past-due payments
- Efforts to modify the child support amount
- Timeliness of service
- Enforcement efforts
- Location efforts
Complaints that cannot be resolved through the Complaint Resolution Program include:
- Court-ordered amount of child support or past-due payments, custody, visitation, or spousal support; or determination of parental relationship
- Complaints about court services—contact the family law facilitator at the courthouse, an advocate, or lawyer for help
- Civil rights violations
- Court ordered visitation issues
- Services, if the complainant does not have a child support case open
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