California Code of Regulations
Title 22 - Social Security
Division 13 - Department of Child Support Services
Chapter 1 - Program Administration
Subchapter 1 - Operations
Article 6 - Customer Service
Section 111544 - Time Frames for Customer Service Responses

Universal Citation: 22 CA Code of Regs 111544

Current through Register 2024 Notice Reg. No. 38, September 20, 2024

(a) The local child support agency shall respond verbally, electronically, or in writing to any question, inquiry, dispute, or request for assistance from a case participant within three business days of being contacted.

Additionally, the local child support agency must attempt to respond immediately to case participants who are on site.

(b) If the local child support agency is not able to respond to a dispute within three business days after receiving the contact, the local child support agency shall:

(1) Provide the case participant with an acknowledgment of their dispute, describe what action is being taken to address the dispute, and provide a date when they may expect a response or resolution; and

(2) Provide a "Request for Complaint Resolution," LCR001, dated (12/09), incorporated by reference herein, together with information describing the Complaint Resolution Process to the case participant, no later than five business days from the date of the contact.

(c) If a case participant expresses dissatisfaction with the resolution or response to their inquiry or dispute, the local child support agency must also explain that the case participant may file a written or verbal complaint pursuant to Section 120101 and verify whether they want to file a complaint.

(1) If they want to file a verbal complaint, the local child support agency shall take all the actions required by Section 120101(b)(2)(B).

(2) If they do not want to file a verbal complaint, the local child support agency shall provide them with a "Request for Complaint Resolution," LCR001, dated (12/09), within one business day of the date of contact.

(d) Any inquiries or disputes received from a case participant on the same subject within 90 days of each other shall be deemed an unresolved dispute and a written request for resolution by the local child support agency subject to acknowledgment pursuant to Section 120102 and investigated and resolved in accordance with Sections 120103 and 120105.

(e) All other customer contacts shall, at a minimum, be acknowledged by the local child support agency within three business days and a response provided to the customer as promptly as possible.

1. New section filed 11-30-2021; operative 6-1-2022 (Register 2021, No. 49). Filing deadline specified in Government Code section 11349.3(a) extended 60 calendar days pursuant to Executive Order N-40-20.

Note: Authority cited: Sections 17306, 17310 and 17312, Family Code. Reference: Section 17306, Family Code.

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