SECTION 3.20. Purpose

(a) Transportation Code, §201.801, requires the department to:

(1) maintain a system to promptly and efficiently act on complaints filed with the department;

(2) maintain information about the parties to and the subject matter of a complaint and a summary of the review or investigation of the complaint and the disposition of the complaint;

(3) periodically notify the parties to the complaint of its status until final disposition unless notice would jeopardize an undercover investigation; and

(4) make information available describing its procedures for complaint investigation and resolution.

(b) This subchapter prescribes the policies and procedures by which complaints may be filed, resolved, and recorded, and by which the department will notify customers of its complaint process.

Source Note: The provisions of this §3.20 adopted to be February 16, 2012, 37 TexReg 715