The board must adopt complaint-investigation rules and follow set timelines for handling complaints.
Sec. 453.154. GENERAL RULES INVOLVING COMPLAINT INVESTIGATION AND DISPOSITION. (a) The board shall adopt rules relating to the investigation of a complaint received by the board. The rules shall: (1) distinguish between categories of complaints; (2) ensure that complaints are not dismissed without appropriate consideration; (3) require that the board be advised of a complaint that is dismissed and that a letter be sent to the person who filed the complaint explaining the action taken on the dismissed complaint; (4) ensure that the person who filed the complaint has an opportunity to explain the allegations made in the complaint; (5) prescribe guidelines concerning the categories of complaints that require the use of a private investigator and the procedures for the board to obtain the services of a private investigator; and (6) require the board to advise the executive council of complaints that have been disposed of. (b) The board shall: (1) dispose of each complaint in a timely manner; and (2) establish a schedule for conducting each phase of the investigation of a complaint that is under the control of the board not later than the 30th day after the date the board receives the complaint. (c) Each party shall be notified of the projected time requirements for the complaint. (d) Each party to the complaint must be notified of a change in the schedule not later than the seventh day after the date the change is made. (e) The staff of the executive council shall notify the board of a complaint that is unresolved after the time prescribed by the board for resolving the complaint so that the board may take necessary action on the complaint. Acts 1999, 76th Leg., ch. 388, Sec. 1, eff. Sept. 1, 1999. Amended by: Acts 2017, 85th Leg., R.S., Ch. 535 (S.B. 317), Sec. 2.09, eff. September 1, 2017.