Customer Service

Policy 1.0

The Division of Child Support Services (DCSS) provides service to all customers who may take advantage of an internal review process for investigating complaints or allegations of lack of case management.

State Authority

None

Federal Authority

45 CFR § 303.35

Applicability

All Georgia child support offices receiving Title IV-D funds, including all private vendors contracted with the Department of Human Services (DHS) to provide child support services.

Overview

DCSS provides important alerts to customers through email and text alerts and ensures that customers have multiple ways to check the status of their case, research payments, or seek other assistance through the DCSS Mobile App, online chat feature, the DCSS Portal, the Communication Center, and local offices.

Customer Service Administrative Review Procedure

Customers may request an administrative review when they believe one of the following has occurred:

  1. The concern/complaint was not resolved at the local DCSS office level which includes the case manager/agent, supervisor, and office manager.

  2. The concern/complaint was not resolved at the DCSS region level.

  3. DCSS committed an error and/or failed to take a required action.

If one of the above occurs, the customer may send a written request for an administrative review to:

Division of Child Support Services
Director’s Communication Group
2910 Miller Road, Suite 200
Decatur, Georgia 30035

DCSS will notify the customer of the results of the internal review and take the appropriate action if it is confirmed that an error occurred or that an action should have been taken.