SECTION 357.503. Complaint Process

(a) Filing a complaint with DARS through the Health and Human Services Commission Office of Ombudsman.

(1) A consumer may file a complaint with DARS alleging that a requirement of independent living services was violated. A complaint may be filed directly with DARS without having been filed with the service provider.

(2) A complaint may be filed by:

(A) mail to DARS: Texas Health and Human Services Commission, Office of the Ombudsman, MC H-700, P.O. Box 13247, Austin, Texas 78711-3247;

(B) phone: [phone] or Relay Texas for people with a hearing or speech disability: 7-1-1 or 1-800-735-2989;

(C) fax: [phone]; or

(D) online: http://www.hhsc.state.tx.us/ombudsman/contact.shtml

(3) More information regarding the complaint process may be obtained by calling the Office of the Ombudsman at 1-877-787-8999 or Relay Texas for people with a hearing or speech disability: 7-1-1 or 1-800-735-2989.

(b) Filing a complaint with the Client Assistance Program (CAP).

(1) The CAP is implemented by Disability Rights Texas (DRTx), a legal services organization whose mission is to protect the human, service, and legal rights of persons with disabilities in Texas.

(2) DRTx advocates are not employees of DARS. There are no fees for CAP services, which are provided by advocates and attorneys when necessary. Services are confidential.

(3) A consumer enrolled in independent living services or the consumer's representative may file a complaint with DRTx alleging that a requirement of independent living services was violated. The complaint need not be filed with the service provider.

(4) A complaint may be filed by:

(A) phone: [phone]; or

(B) videophone: 1-866-362-2851.

(5) More information about the complaint process is available by calling DRTx at 1-800-252-9108 or videophone at 1-866-362-2851.

Source Note: The provisions of this §357.503 adopted to be effective August 31, 2016, 41 TexReg 6066; transferred effective March 15, 2021, as published in the Texas Register February 26, 2021, 46 TexReg 1387