It is our goal to provide timely and effective customer service to the parents and caretakers we serve. We recognize that our work often requires us to deal with personal and private aspects of your life and interact with you in times of crisis and stress. We make every effort to treat you with the respect and dignity you deserve.
We continue to strive to give you options in how you choose to get information, address your concerns and access our services.
In 2009 we changed the way we manage our caseload. Everyone who has a case with our office is assigned a caseworker. That caseworker will manage your case from start to finish. It is our hope that the continuity this structure provides will make you feel more comfortable with the process and result in improved customer service.
We have a state-of-the-art Customer Contact Center. The telephone number, which can be called from anywhere in the United States, is (866) 901-3212.
Case information is available through our automated system 24 hours a day, seven (7) days a week. Live child support representatives are on duty Monday through Friday, from 7:00 a.m. to 5:00 p.m. The best time to call to speak with a live child support representative is Tuesday through Friday, between the hours of 7 a.m. and 9 a.m. We provide services in English and Spanish.
When you call, the automated voice response system will ask you to provide your social security number (SSN) and your personal identification number (PIN). If you do not have a PIN or do not remember your PIN, you will have to request a new one. You can request a new PIN using the automated voice response system or online at I Need a PIN. You may also be asked to provide your Participant Identification Number (ID). You can find that number on many of the letters or notices we send to you.
Services are available for our speech or hearing impaired customers through our Tele Typewriter (TTY) number: (866) 399-4096.
Customer Connect is California’s self-service child support case information system designed with you in mind. Using this website you can:
- View payment information
- Review case information
- Verify court dates and appointments
- Update your account information
- Reset or change your Personal Identification Number (PIN)
- Enroll to receive eDocuments
You can also send us an e-mail using the “Contact Us” feature. We will make every effort to reply to your e-mail within three (3) working days.
You will have to log back on to the website to review our response.
The Customer Connect Instructions Pamphlet will provide you with step-by-step instructions of how to use the website.
The goal of the Ombudsperson Program is to make the system work for our customers. Our Ombudsperson Division assists parents, employers, agencies, and the general public by:
- Responding to questions, requests and complaints
- Forwarding requests and information to our area offices for follow-up
- Helping Person Receiving Support (PRS) and Person Paying Support (PPS) through the complaint resolution and the state hearing processes
- Providing referrals to other agencies such as the Department of Public Social Services, the Department of Children and Family Services, and the District Attorney’s Office
- Providing informational material about child support rights and responsibilities
The Ombudsperson Division cannot:
Represent you at a state hearing
Provide legal advice
You may contact our Ombudsperson Division at (323) 869-5099. Additional information about the Ombudsperson Program in California can be found at:
Customers (Persons Receiving Support and Persons Paying Support and their authorized representatives) may file formal complaints with the local child support agency (LCSA) about actions taken or not taken on their cases. This process is called the “Complaint Resolution” process.
You may make a complaint by filling out and mailing a Request for Complaint Resolution Form to:
Los Angeles County Child Support Services Department
State Hearing/Complaint Unit
P.O. Box 911099
Commerce, CA 90091
Your complaint should be filed within 90 days of when you learned of the action or inaction you are complaining about.
The complaint may be about actions taken or not taken by the Child Support Services Department (CSSD). Some examples of issues that may be the subject of a complaint are: opening or not opening a case; closing or not closing a case; collecting or not collecting child support; and disputes over the amount of child support arrears owed.
The complaint may not be about issues that are outside of our control or beyond the scope of our duties. For example, you cannot file a complaint about court decisions or issues surrounding custody and visitation. If you are uncertain whether your complaint qualifies for “Complaint Resolution,” contact the Ombudsperson Division at (323) 869-5099. If your complaint does not qualify for “Complaint Resolution,” an Ombudsperson may be able to resolve your issue in another way.
Once you file your complaint, we have 30 days to resolve the problem and send you a written response.
Additional information about the Complaint Resolution Process can be found at:
You may have your case reviewed by an Administrative Law Judge (ALJ) if you have gone through the Complaint Resolution process and:
- We responded to your complaint within 30 days and you are not satisfied with the response. You must request a State Hearing within 90 days after you received our response to your complaint.
- Or, we failed to respond to your Request for Complaint Resolution within 90 days after you filed it.
ALJs are appointed by the Director of the California Department of Child Support Services (DCSS). They review actions taken or not taken by the local child support agencies (LCSAs) to see if those actions violate law, regulation or policy. The process of having your case reviewed by an ALJ is called a “State Hearing.” Only the following issues can be addressed at a state hearing:
Denial of child support services
Child support services not provided timely or in the manner required by law
Incorrect or missing support payments or the amount of arrears owed
Decisions to close a case
The state hearing process cannot address the following issues:
Child support matters that must, by law, be addressed by a court
Complaints challenging court decisions about the amount of child support or child support arrears
Custody and visitation issues
You must request a state hearing within 90 days after you receive the our response to your Request for Complaint Resolution. Forms to request a state hearing are available at each of our public contact offices or by calling (866) 289-4714. For your convenience, you can download the Request for State Hearing Form.
You will be notified of the date, time and place of the hearing. If you are unable to attend in person, you should ask for a new hearing date or for the hearing to be held by telephone.