1. (a) The commission shall prepare information of public interest describing the functions of the commission and the commission's procedures by which complaints are filed with and resolved by the commission. The commission shall make the information available to the public and appropriate state agencies.
2. (b) The commission shall prepare and maintain a written plan that describes how a person who does not speak English or who has a physical, mental, or developmental disability can be provided reasonable access to the commission programs.

3. (c) The commission by rule shall establish methods by which consumers and service recipients are notified of the name, mailing address, and telephone number of the commission for the purpose of directing complaints to the commission. The commission may provide for that notification:

   1. (1) on each registration form, application, or written contract for services of an individual or entity regulated under this chapter or of an entity the creation of which is authorized by this chapter;
   2. (2) on a sign prominently displayed in the place of business of each individual or entity regulated under this chapter or of an entity the creation of which is authorized by this chapter; or
   3. (3) in a bill for service provided by an individual or entity regulated under this chapter or by an entity the creation of which is authorized by this chapter.
4. (d) The commission shall keep an information file about each complaint filed with the commission that the commission has authority to resolve. The commission is not required to keep an information file about a complaint to the commission from or related to a prisoner of a county or municipal jail. The commission shall refer a complaint from or related to a prisoner to the appropriate local agency for investigation and resolution and may perform a special inspection of a facility named in the complaint to determine compliance with commission requirements.
5. (e) If a written complaint is filed with the commission that the commission has authority to resolve, the commission at least quarterly and until final disposition of the complaint shall notify the parties to the complaint of the status of the complaint unless the notice would jeopardize an undercover investigation.

6. (f) The commission shall collect and maintain information about each complaint received by the commission, including:

   1. (1) the date the complaint is received;
   2. (2) the name of the complainant;
   3. (3) the subject matter of the complaint;
   4. (4) a record of all persons contacted in relation to the complaint;
   5. (5) a summary of the results of the review or investigation of the complaint; and
   6. (6) for a complaint for which the agency took no action, an explanation of the reason the complaint was closed without action.

Added by Acts 1991, 72nd Leg., ch. 740, Sec. 7, eff. Sept. 1, 1991.

Amended by Acts 1997, 75th Leg., ch. 259, Sec. 5, eff. Sept. 1, 1997.