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Wondering how to file a CPS complaint in Arizona?

There is no formal statewide grievance process, but here’s how you can get support:

(1) Start by contacting your caseworker or their supervisor. Many problems can be addressed at the local level. (2) If your concern isn’t resolved, you can file a complaint with the Arizona Department of Child Safety (DCS). See Q&A below for more detailed information. 

  • There is an ombudsman office that may be able to help.
  • Spanish language access resources are available. 
Preparation
Are there any steps that must be taken prior to filing a grievance?

Begin by contacting your Child Safety Specialist to try to resolve the issue. If this does not work, elevate your concern to the DCS Supervisor. If you still cannot get a resolution, contact the DCS Ombudsman's Office to file your complaint. Information on this process can be found in the Arizona Department of Child Safety website. 

Requirements
What information and documents are required in order to file the grievance?

To file your complaint with the Ombudsman's Office, you must complete the Client Grievance form.

Submission
How and where to file the grievance?

You can mail or email your completed grievance form to: DCS Office of the Ombudsman
Site Code C010-23
P.O. Box 6030
Phoenix, AZ 85005-6030
Email: ombudsman@azdcs.gov
You can also complete and submit your complaint form online. 

Follow Up
What to expect after filing and how to track the progress of your grievance?

If your complaint is accepted, DCS Office of Ombudsman will contact you within 14 business days of receipt. You will otherwise be notified that your complaint was not accepted.
Process:

  1. Client level 1 grievance will review your complaint first.
  2. If you do not agree with the decision, you may file an appeal by:
    1. Submit a signed and dated Client Grievance Level II form to the DCS Office of the Ombudsman within 30 days of the date on the Client Grievance Level I written response
    2. If the further appeal is accepted, you will be contacted within 10 business days from date of receipt by Office of Ombudsman, to schedule a conference
  3. If you are not satisfied with the Client Level II decision, you can appeal to the DCS office of ombudsman by:
    1. Submit a signed and dated Client Grievance Level III form to the DCS Office of the Ombudsman within 30 days of the date on the Client Grievance Level II written response
    2. If approved, you will receive a response within 60 business days with a decision. This will be the final level of review.
  4. You can also seek an outside agency to review your complaint through: Arizona Ombudsman-Citizens' Aide.

 

Contacts

State Ombudsman Office

DCS Office of the Ombudsman 
P.O. Box 6030
Phoenix, AZ 85005-6030
Phone: 602-364-0777 or 1-877-527-0765 Email: ombudsman@azdcs.gov
Arizona Ombudsman-Citizens' Aide
Phone: 602-277-7292
DCS Family Advocate Line
1-877-527-0765 or 602-364-0777

 

State Child Welfare Director

David Lujan, CEO
Department of Child Safety
P.O. Box 6030, S/C C010-23
Phoenix, Arizona 85005-6030
Phone: 602-255-2500

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