SECTION 850.5. Complaints

(a) Complaints may be filed with the Agency either through mail, email, phone, facsimile, or by videotape for individuals who use sign language to communicate. Complaints should be directed to the customer's local vocational rehabilitation office or may be submitted to the Agency's Customer Relations staff as indicated on the Agency's website.

(b) For the purpose of directing complaints to the Agency, the Agency may notify customers and service recipients of its name, mailing address, and telephone number by including the information:

(1) on each registration form, application, or written contract relating to participation in a program that is funded in any part by money derived from or through the Agency;

(2) on a sign that is prominently displayed in the place of business of each individual or entity engaging in a program that is funded in any part by money derived from or through the Agency;

(3) in a bill for service provided by an individual or entity engaging in a program that is funded in any part by money derived from or through the Agency; or

(4) in other media for dissemination of information as determined by the Agency.

(c) Ordinarily, the Agency resolves complaints within 60 days.

Source Note: The provisions of this §850.5 adopted to be effective March 12, 2012, 37 TexReg 1713; duplicated effective September 1, 2016, as published in the Texas Register September 2, 2016, 41 TexReg 6773; amended to be effective May 13, 2019, 44 TexReg 2364; amended to be effective December 26, 2022, 47 TexReg 8738