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Office of Consumer Affairs (OCA) Customer Service Survey

The Office of Consumer Affairs (OCA) acts as a neutral party in reviewing formal complaints about case-specific activities of the DFPS program areas to determine whether agency policies were followed. OCA respects every person’s right to make those complaints and be treated with dignity. The mission of OCA is to address consumers’ complaints in an unbiased manner and to work with DFPS administration to identify areas of concern that require the improvement of DFPS services.
1.How satisfied are you with OCA accessibility options including toll free telephone, fax, email, online web submission, and standard mail?(Required.)
2.How satisfied are you with OCA staff including employee courtesy, friendliness, knowledgeability, and whether staff members adequately identify themselves to customers by name?(Required.)
3.How satisfied are you with OCA’s website options including the ease of use of the site, mobile access to the site, information on the location of the site and the agency, and information accessible through the site such as a listing of services and programs and whom to contact for further information or to complain?(Required.)
4.How satisfied are you with OCA’s complaint handling process, including whether it is easy to file a complaint and whether responses are timely?(Required.)
5.How satisfied are you with OCA’s ability to timely serve or speak to you, including the amount of time you waited to speak to a representative or receive a reply?(Required.)
6.How satisfied are you with any OCA specific printed information including the accuracy of that information?(Required.)
7.Please rate your overall satisfaction in your experience with OCA.(Required.)