Office of Consumer Affairs

The Office of Consumer Affairs is here to help you. You can trust us to fairly review your complaints about the actions of DFPS programs.  These programs include:

  • Adult Protective Services
  • Child Protective Services
  • Child Care Licensing
  • Statewide Intake

If you believe a DFPS program didn't handle your case correctly, you have a right to complain and to be treated fairly.

The Office of Consumer Affairs also handles questions about open cases.

How Do You Contact Us?

You can contact us by phone, fax, email, or online form.

  • Phone: Call 1-800-720-7777, Monday-Friday during regular business hours.
  • Online Form: Send your questions or complaints by filling in the required information on the Inquiry & Complaint Form:
  • Fax:512-339-5892
  • E-Mail: Office of Consumer Affairs

What We Need From You

We need certain information to review your complaint, such as:

  • The name of the child or adult victim, caretaker, and person accused abuse or neglect.
  • The city and county where these people live.
  • The names of others involved in the case and their relationship to the victim
  • The names of DFPS employees involved in the case or who took an earlier complaint.
  • Your contact information.

We understand you may not have all of this information – but the more you give us, the better we can serve you.

Process for Handing Questions (Inquiries) and Complaints

  • We always let you know that we got your complaint.
  • We review your complaint and tell you what we find – within the limits of confidentiality laws.e recommend ways to correct issues when warranted.
  • We conduct formal reviews when an investigation concludes a person abused or neglected a child. This the final appeal within DFPS.

We cannot:

  • Change findings arrived at within legal guidelines.
  • Review the actions or orders of the courts or law enforcement agencies.
  • Take reports of abuse and neglect (see Report Abuse).