Arizona Department of Health Services

Health and Wellness for All Arizonans
Division of Licensing Services

Child Care Facilities Complaint FAQs

WHAT CONSTITUTES A COMPLAINT?
A complaint is a suspected violation of Arizona state rules and/or statutes governing the operations of licensed child care centers or certified group homes.  The Department only has jurisdiction over those matters that are governed by either rules or statutes.  If you are not certain whether an issue falls under rules or statutes, call and ask to speak to the Surveyor on Duty ((602) 364-2539) who can assist you with your questions and concerns.
WHO CAN FILE A COMPLAINT?
Anyone with knowledge or concerns about a suspected violation may file a complaint.  Most complaints are filed by a parent or guardian, family member, friend or facility staff member.  Complaints must be filed in writing.
WHY REPORT IN WRITING?
In order for the Department to adequately investigate a complaint, it is important that you provide as much specific information as possible, including the name and address of the facility, date and time of events indicated in the complaint, witnesses, where the events took place (which classroom, playground, etc.) and a complete description of what happened.  Although not required, a complaint form is provided to help you provide this information.  It is available 24 hours a day, seven days a week on the Department's Internet website and helps ensure that the information you give about your complaint will be accurate and complete.  If you do not use this form, you still need to provide the information it includes.
WHAT IF I DON'T WANT TO GIVE MY NAME?
If you do not give your name or a contact number and the complaint does not include sufficient information, the Department may not be able to conduct an investigation. Also, if you want a report on the results of an investigation, you will need to provide a way for us to contact you. Arizona statutes specify that the name of a complainant against a child care facility or group home is part of the public record, unless the Department determines that releasing the name could result in harm to the individual; if you believe this would be the case, include this information with your complaint.
HOW ARE COMPLAINTS INVESTIGATED?
Complaints are assigned to a surveyor for investigation.  The investigation may include observation; review of records; interviews with witnesses, staff and, if appropriate, children; and obtaining reports from other agencies if available.   If names have been provided in the complaint, those persons will be contacted.  An investigation of a complaint may result in a complete compliance inspection being conducted.
HOW WILL I KNOW THE RESULTS OF MY COMPLAINT?
If you want to know the results and provide a way for us to contact you, you will receive a report of the investigation. Otherwise, once the investigation is completed you may read the results in a file that the facility is required to make available to the public or in the facility's public file kept in our office.  You may also see the investigation results on the Department's website at www.azcarecheck.com.
HOW DO I FILE A COMPLAINT?
You may submit a written complaint by mailing, delivering, faxing, emailing or submitting the online complaint form to our Bureau:
Phoenix Office:
150 N 18th Avenue Suite 400
Phoenix AZ 85007
Phone: 602-364-2539
Fax: 602-364-4768
E-mail: dlscclphx@azdhs.gov
Tucson Office:
400 W Congress Suite 100
Tucson AZ 85701
Phone: 520-628-6541
Rural area codes: 800-615-8555
Fax: 520-628-6537
E-mail: dlsccltuc@azdhs.gov
Flagstaff Office:
2532 N 4th Street #352 (mail only)
Flagstaff AZ 86004
Phone: 800-615-8555
Fax: 602-364-4768
E-mail: dlscclflg@azdhs.gov