The commission must publish complaint-process information, share it publicly, keep complaint files, and give quarterly status updates on certain written complaints unless an undercover investigation would be jeopardized.
Sec. 523.0254. COMPLAINTS. (a) The commission shall prepare information of public interest describing the commission's procedures by which complaints are filed with and resolved by the commission. The commission shall make the information available to the public and appropriate state agencies. (b) The executive commissioner by rule shall establish methods by which the public, consumers, and service recipients can be notified of the mailing addresses and telephone numbers of appropriate agency personnel for the purpose of directing complaints to the commission. The commission may provide for that notice: (1) on each registration form, application, or written contract for services of a person the commission regulates; (2) on a sign prominently displayed in the place of business of each person the commission regulates; or (3) in a bill for service provided by a person the commission regulates. (c) The commission shall: (1) keep an information file about each complaint filed with the commission relating to: (A) a license holder or entity the commission regulates; or (B) a service the commission delivers; and (2) maintain an information file about each complaint the commission receives relating to any other matter or agency under the commission's jurisdiction. (d) If a written complaint is filed with the commission relating to a license holder or entity the commission regulates or a service the commission delivers, the commission, at least quarterly and until final disposition of the complaint, shall notify the parties to the complaint of the status of the complaint unless notice would jeopardize an undercover investigation. Added by Acts 2023, 88th Leg., R.S., Ch. 769 (H.B. 4611), Sec. 1.01, eff. April 1, 2025. SUBCHAPTER G. OFFICE OF HEALTH COORDINATION AND CONSUMER SERVICES