(a) Purpose and scope.

• (1) The administrative complaint procedure is for IV-D customers of Oklahoma Child Support Services (OCSS) of the Oklahoma Department of Human Services (OKDHS).  OCSS:
  • (A) represents the state's economic interest in children;
  • (B) does not represent either parent, a custodian, or the child.  Parents and custodians may apply for OCSS services, and OCSS enforces the duties of parents to support their children; and
  • (C) considers parents and custodians as customers, whom OCSS treats with dignity and respect.
• (2) The administrative complaint procedure is established under Section 303.35 of Title 45 of the Code of Federal Regulations and available to customers in Oklahoma and from other states.  The purpose is to provide:
  • (A) OCSS customers an opportunity to raise concerns about services or treatment they receive, request an administrative review, and take appropriate action when there is evidence that an error occurred, or an action should have been taken on their case;  • 1
  • (B) customers a fast and effective procedure for reviewing issues that have no other review process.  The intent of the complaint procedure is to provide customers a process for having their cases reviewed and not to require formal administrative hearing processes or adjudication of complaints; and
  • (C) an informal rather than a formal hearing process.  It does not replace or extend other child support enforcement processes, such as court processes, that are established by federal or state statutes, rules, or regulations.  The complaint process is intended to remedy errors, not to allow individuals to dictate action in a case.  • 2

(b) Procedure.

• (1) Step 1.  OCSS encourages any customer who has a complaint about an OCSS district office or state office center to address the complaint orally or by letter, fax, or e-mail to the OCSS state or district office for resolution.  Interstate customers express their concerns to the IV-D agency in the state in which they applied or were referred for services.  • 3
• (2) Step 2.
  • (A) If the customer is dissatisfied with the response or receives no response from the OCSS state or district office, the customer may contact Oklahoma Child Support Services, Attention:  Center for Customer Services (CCS), P.O. Box 53552, Oklahoma City, Oklahoma 73152, or by fax to 405-522-3685, or by e-mail to =csed.customeroutreach@okdhs.org, or by telephone to 405-522-5871.  The customer may describe the complaint on Form 03EN011E, Child Support Comments, (available upon request over telephone, at a district office), or Form 03EN012E (available on the Internet), which elicits the information listed in (i) through (ix), or in a letter, fax, or e-mail, including:
    • (i) first and last name;
    • (ii) standing of the person submitting the complaint, for example, the noncustodial parent, custodial person, biological parent, or an attorney of record or authorized representative on behalf of the noncustodial parent, custodial person, or biological parent;
    • (iii) the first and last names, mailing address, and telephone number of the attorney of record or authorized representative, if any;
    • (iv) Social Security number;
    • (v) child support case number;
    • (vi) mailing address;
    • (vii) telephone number;
    • (viii) an explanation, including names of people and locations, dates, and times of incidents; and
    • (ix) a description of the desired action to resolve the complaint.
  • (B) The CCS refers complaints about cases to the OCSS district office or state office center for administrative review.  The district office or state office center conducts the administrative review and notifies the customer of the results of the review and any actions taken within five days after the written complaint is received in the CCS.  The method of notification is requested by the customer.  If contact in the manner requested by the customer is unsuccessful, written notification is made.  • 4
• (3) Step 3.  If the customer is dissatisfied with the response, the customer may ask for further review by submitting a request to the CCS.  This request for review may be made by telephone, letter, fax, or e-mail. 
  • (A) The division director or a designee reviews the complaint, the administrative review of the complaint, and any action taken. 
  • (B) Within five days after the written request for further review is received in CCS, OCSS notifies the customer and the district office or state office center of the results and any actions taken.  The method of notification is requested by the customer.  If contact in the manner requested by the customer is unsuccessful, written notification is made.  The result of this review is the final decision of OCSS.  • 5