SECTION 111.30. Customer Service and Complaints

The Commission will maintain an online customer service system. The system will be located on the Commission's Internet site at http://www.tfc.state.tx.us. The customer service system will provide a survey for actual consumers, service recipients or persons contracting with the Commission to provide customer service feedback. The customer service system will also provide a process for consumers, service recipients, persons contracting with the Commission and members of the public to submit a written complaint to the Commission.

(1) All initial complaints to the Commission must be submitted, in writing, through the customer service system. The Commission will investigate and respond to initial complaints submitted through the customer service system no later than the 10th business day from the date the complaint is received by the Commission. All initial complaints will be investigated by, and responded to, by the program area that is the subject of the complaint. Unless "no response necessary" has been requested by the complainant, the Commission will respond in writing to the initial complaint through the customer service system.

(2) Consumers, service recipients, persons contracting with the Commission or members of the public may file a subsequent complaint in writing to the address specified in the following subsection if the complainant believes the Commission's initial response through the customer service system does not resolve the complaint. Subsequent complaints will be investigated by the Executive Director or the Executive Director's designee. The Commission's response to a subsequent complaint will be made in writing to the complainant.

(3) Subsequent complaints may be sent by mail to the Texas Facilities Commission at P.O. Box 13047, Austin, Texas 78711-3047 or hand-delivered at 1711 San Jacinto Blvd., 4th Floor, Austin, Texas 78701. All subsequent complaints should be addressed to the Customer Service Representative.

(4) The Customer Service Representative upon notice of a subsequent complaint will confirm whether the complainant had utilized the customer service system to submit an initial complaint and received a response from the Commission in accordance with paragraph (1) of this section. If it is determined that the notice is an initial complaint, complainant will be directed to utilize the Commission's customer service system. If it is determined that the notice is a subsequent complaint that was properly submitted after utilizing the customer service system and receiving a response from the Commission, the complaint will be processed in accordance with paragraph (2) of this section.

Source Note: The provisions of this §111.30 adopted to be effective July 7, 2016, 41 TexReg 3797