A custodial parent complained that the Child Support Services Division was erroneously collecting ongoing child support for a case with only an arrears balance. The Ombudsman contacted the CSSD Complaint Resolution Office and requested relevant agency documents for review in response to the complaint. The Ombudsman learned that CSSD was collecting only for the arrears in this case through a wage withholding order to the employer. However, the notice of wage withholding forms CSSD sends to the custodian and non-custodial parents is not the same as the income wage withholding order issued to the employer. The forms sent to the parents do not provide specific and clear information as to whether the withholding amount is for ongoing support, ongoing support and arrears, or arrears only, which had created confusion for the complainant. Based on this complaint, CSSD revised the forms it sends to the parents to provide this clarifying information. (A2017-0228)