Sec. 5007.215. COMPLAINTS. (a) The authority shall maintain a system to promptly and efficiently act on complaints filed with the authority. The authority shall maintain information about parties to the complaint, the subject matter of the complaint, a summary of the results of the review or investigation of the complaint, and its disposition.
(b) The authority shall make information available to the public, including on the authority's website, describing its procedures for complaint investigation and resolution.
(c) The authority shall periodically notify the complaint parties of the status of the complaint until final disposition.
(d) The authority shall develop a standard form and a procedure for submitting complaints to the authority and shall make that form and procedure available on the authority's website. The authority shall also make available on its website clear information about what a person making a complaint should expect after the complaint is filed, including timelines for response and resolution.
(e) The authority shall compile detailed statistics and analyze trends on complaint information, including:
(1) the nature of the complaints;
(2) the disposition of the complaints; and
(3) the length of time to resolve complaints.
(f) Authority staff shall report the information compiled under Subsection (e) to senior management as designated by the executive director and the port commission on a regular basis.
Added by Acts 2013, 83rd Leg., R.S., Ch. 139 (H.B. 1642), Sec. 5, eff. September 1, 2013.
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