Texas Human Resources Code - Section 21.015. Public Information; Complaints
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§ 21.015. PUBLIC INFORMATION; COMPLAINTS. (a) The
department shall prepare information of public interest describing
the functions of the board and department and describing the
procedures by which complaints are filed with and resolved by the
board or department. The department shall make the information
available to the general public and appropriate state agencies.
(b) The board by rule shall establish methods by which
consumers or service recipients are notified of the name, mailing
address, and telephone number of the department for the purpose of
directing complaints to the department. The department may provide
for the notification through inclusion of the information:
(1) on each registration form, application, or written
contract for services of an individual or entity regulated by the
department under this code or of an entity the creation of which is
authorized by this title of this code;
(2) on a sign that is prominently displayed in the
place of business of each individual or entity regulated by the
department under this code or of each entity the creation of which
is authorized by this title of this code; or
(3) in a bill for service provided by an individual or
entity regulated by the department under this code or by an entity
the creation of which is authorized by this title of this code.
(c) The department, at least quarterly until final
disposition of the complaint, shall notify the person filing the
complaint and each person who is a subject of the complaint of the
status of the investigation unless the notice would jeopardize an
undercover investigation.
(d) The department shall maintain a file on each written
complaint filed with the department. The file must include:
(1) the name of the person who filed the complaint;
(2) the date the complaint is received by the
department;
(3) the subject matter of the complaint;
(4) the name of each person contacted in relation to
the complaint;
(5) a summary of the results of the review or
investigation of the complaint; and
(6) an explanation of the reason the file was closed,
if the agency closed the file without taking action other than to
investigate the complaint.
(e) For the purpose of rules to be promulgated by the board
under Subsection (b) of this section the board may not require
persons licensed to practice medicine who provide professional
services to persons covered by Title XVIII or Title XIX of the
Social Security Act to comply with the notification requirements
of Subsection (b) of this section.
(f) The department shall provide to the person filing the
complaint and to each person who is a subject of the complaint a
copy of the department's policies and procedures relating to
complaint investigation and resolution. The department may delay
providing the information to a person who is a subject of the
complaint if providing the information would jeopardize an
investigation.
Added by Acts 1987, 70th Leg., ch. 1052, § 1.06(a), eff. Sept. 1,
1987. Amended by Acts 2003, 78th Leg., ch. 1169, § 8, eff. Sept.
1, 2003.
Section: 21.008 21.009 21.010 21.011 21.012 21.013 21.014 21.015 21.016 21.018 21.019 22.0001 22.001 22.0011 22.0015
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Last modified: August 10, 2007
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