SECTION 702.827. How does the complaint process work?

(a) The Office of Consumer Affairs reviews complaints to determine whether applicable rule, statute, or the policies and procedures of the Department of Family and Protective Services (DFPS) were followed.

(b) The Office of Consumer Affairs provides status information at least quarterly to the complainant, if there is a pending complaint, unless the information would jeopardize an undercover investigation.

(c) The Office of Consumer Affairs notifies the complainant of the findings made by the Office of Consumer Affairs, within the limits of confidentiality required by the Texas Open Records Act and state and federal law.

(d) If the Office of Consumer Affairs determines that applicable rule, statute, or DFPS's policies and procedures were not followed, the Office of Consumer Affairs notifies appropriate agency staff so appropriate corrective measures can be taken.

(e) The Office of Consumer Affairs keeps a file for each complaint. The electronic file and paper copies of the records will be purged every two years after the complaint is closed.

Source Note: The provisions of this §702.827 adopted to be effective September 1, 2016, 41 TexReg 6078