The legal information provided on this website is the product of
Legal Aid NorthWest Texas (LANWT). None of the legal information
on this website is associated with or the product of the Office
of the Attorney General of Texas or any of its employees.
is an inquiry?
A. An inquiry is a request
for information rather than a communication intended to display
dissatisfaction with something that has happened. An inquiry may
be a request for:
- Child support services.
- Case status.
- Action on a case.
- General information.
- Financial information.
Customers with inquiries can call any of
the following numbers:
Please check your local listings as numbers may change.
Inquiries may also be made:
- By mail at:
Office of the Attorney General
Child Support Division
P.O. Box 12017
Austin, Tx. 78711-2017
- By Internet at:
- By Telephone:
24 hour Voice Information Response System,
For the Deaf,
800-572-2686 (TTY) or 512-460-6417 (TTY)
Q. How can I file a
complaint about the way I feel I have been treated by someone at
the Texas Attorney Generals Child Support office?
A. The Child Support
Division of the Office of the Attorney General has established
an Ombudsman Program that provides a uniform process of
receiving, resolving, and tracking complaints. The Child Support
Division recognizes each customers right to prompt and
courteous assistance. The staff is dedicated to maintaining the
highest level of professional commitment and personal service,
particularly to the parents and children of Texas.
A complaint is different from an inquiry. (See: What is an
Inquiry?) A complaint should involve dissatisfaction regarding
one of two areas:
- The standard of services provided by
the Child Support Division, or
- The behavior of a Child Support
A complaint must be submitted in writing to
the local field office handling the child support case to be
processed by the Ombudsman Complaint Program. The Attorney
General has created Form 1600, Child Support Complaint Form, to
assist customers in completing a complaint. A form can be
obtained from any local Child Support Division field office in
person or by telephone. A form can also be downloaded from
What happens after a complaint is submitted?
A. After the local field
office receives a written complaint or completed Form 1600, the
complaint is documented on the child support computer system so
that a record can be maintained. An investigation then takes
place which may include:
- Discussing the matter further with the
- Researching the computer records and
- Talking to persons who are subjects of
The customer is provided with quarterly
updates until the complaint is resolved. Once resolved, the
customer and other persons who are subjects of the complaint are
notified. The resolution is documented in the child support
Q. Who handles the complaint?
A. The Child Support
Ombudsman Program has been established to handle complaints. The
program consists of an ombudsman in each field office and
regional office. There is also a State Office Ombudsman in
Austin, Texas, who is responsible for overseeing the program. If
a complaint cannot be resolved within the appropriate field
office, it is forwarded to the regional or State Office for
Q. Are the records of a
complaint kept private?
record of the following information is kept for each complaint
- The name of the customer submitting
- The date the complaint was received.
- The nature of the complaint.
- The name of each person contacted
during the investigation.
- A summary of the results
All complaints are documented and tracked
to ensure a timely response. All information regarding a
complaint is kept private in accordance with the Child Support
Divisions confidentiality policies.
Q. How long will it take to
resolve a complaint?
A. Each complaint is
different, depending on the circumstances. The complaint process
begins immediately upon receipt of a written complaint in the
field office. Staff members work diligently to resolve
complaints as quickly as possible. The customer and any person
who is the subject of the complaint will receive a quarterly
update as to the status of the investigation. Notification is
also provided to all parties concerned when a complaint is
can I file a complaint about the way I have been treated by the
judge involved in my case?
complaints about judges:
Access the Texas State Commission on
Judicial Conduct main site at:
and click on the Complaints about Judges section in the upper
right hand corner. The site offers step-by-step instructions.
does not accept complaints by telephone, fax, or email. To file
a complaint, you may download a complaint form (available in
Spanish) from this website,
or you may request a complaint form by calling 512-463-5533 or
toll-free at 1-877-228-5750. You may also write a letter
outlining your complaint, which should provide the following
your contact information including a valid address and
the judges name and judicial office or title;
the specific conduct or action you believe was improper,
including sufficient facts to describe what occurred;
the names of any witnesses and their contact information,
such as addresses and telephone numbers; and
- if applicable,
copies (not originals) of any documents, correspondence, or
other evidence that substantiate the allegations of judicial
complaint to the following address:
State Commission on Judicial Conduct
PO Box 12265
Austin TX 78711
can I file a complaint about the way I have been treated by an
attorney involved in my case?
complaints about attorneys:
The Texas Bar Association main site is http://www.texasbar.com/
and click on the client assistance/grievance in the left-hand
sidebar. The grievance process for disputes with attorneys is
For help in resolving problems between
clients and attorneys, contact CAAP at (800) 932-1900 or (800)
204-2222, ext. 1790. Send letters: Attn: CAAP, PO Box 12487,
Austin, Tx 78711-2487.
can I file a complaint about the way I have been treated by a
private child support agency?
complaints about private child support agencies
about private child support agencies are through the
Department of Banking. There is a webpage that explains this at
http://www.banking.state.tx.us/Default.htm . Click on
Consumer Info and Complaints for further information. This
applies to non-governmental agencies only.