A record is kept for each complaint, including the name of the customer submitting the complaint, the date the complaint was received, the nature of the complaint, the name of each person contacted in relation to the complaint, and a summary of the results of the review or investigation. All complaints are documented and tracked to ensure a timely response. Information regarding a complaint is kept private in accordance with the Child Support Division's confidentiality policies. The time required to resolve a complaint may vary depending on the circumstances. The complaint process begins immediately upon receipt of a written complaint in the field office.
Staff work diligently to resolve complaints as quickly as possible.
We have taken other steps to improve customer service in the Child Support Division. A new telephone system incorporating four regional call centers and increased phone answering capability in local offices has increased the call answer rate from an abysmal 14 percent in January 1999, when I assumed office, to 94 percent last month. For more information on the Ombudsman Program and child support services offered by our office, visit our Web site. My brother was recently murdered, and your Crime Victims' Compensation Program helped us pay funeral expenses. This allowed us to have a nice funeral for him, which I am grateful for.