Office of Consumer Relations
The Office of Consumer Relations (OCR) carefully reviews and resolves complaints and responds to inquiries about DFPS programs in a fair and unbiased way. These concerns may come from DFPS clients, their families, stakeholders, and the public.
In FY 2019, the Office of Consumer Relations (OCR) received 22,911 contacts, representing a 12 percent increase over the previous year. These contacts included 4,738 case-specific complaints, 931 inquiries from elected officials, and 17,242 general inquiries. OCR substantiated 1,826 issues related to case-specific complaints. OCR also:
- Worked closely with DFPS data analysis and other staff to identifying trends in complaint data.
- Gave presentations to DFPS regional program administrators about complaint data, including substantiated complaints.
- Educated new CPS supervisors during training about the services OCR provides as well as the data it collects.
- Promoted its services to foster parents by giving presentations at the fall and winter Foster Parent Association conferences.
Updated posters and tip sheets that are displayed in DFPS office to notifying DFPS clients and others of their right to contact OCR to file case-specific complaints or to ask general questions about DFPS policy and procedure.
Note: The Office of Consumer Relations (OCR) is now the Office of Consumer Affairs (OCA).
You can contact the Office of Consumer Affairs (OCA) toll free at 800-720-7777, by email, or through the DFPS website's Contact Us page.