1. (a) Filing a complaint through the HHSC Office of Ombudsman.

   1. (1) A person may file a complaint with the HHSC Office of Ombudsman alleging that a service provider violated a requirement of the program. A person may file a complaint directly with the HHSC Office of Ombudsman without filing the complaint with the service provider.

   2. (2) A complaint may be filed by:

      1. (A) mail: Texas Health and Human Services Commission, Office of the Ombudsman, MC H-700, P.O. Box 13247, Austin, Texas 78711-3247;
      2. (B) phone: 1-877-787-8999 or Relay Texas for people with a hearing or speech disability at 7-1-1 or 1-800-735-2989;
      3. (C) fax: 1-888-780-8099; or
      4. (D) online: on the HHS website, HHS Office of the Ombudsman.
   3. (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 at 7-1-1 or 1-800-735-2989.

2. (b) Filing a discrimination complaint with the HHSC Civil Rights Office (CRO).

   1. (1) The HHSC CRO sets policies and procedures to address complaints resulting from alleged discrimination.
   2. (2) A person may file a complaint with the HHSC CRO alleging that HHSC or an HHSC agency contractor discriminated against the person based on a protected category listed in §357.501(a) of this subchapter (relating to Personal Rights). A person may file a complaint directly with the HHSC CRO without filing the complaint with the service provider.

   3. (3) A discrimination complaint may be filed by:

      1. (A) phone: 1-888-388-6322 or 512-438-4313;
      2. (B) email: HHSCCivilRightsOffice@hhs.texas.gov;
      3. (C) fax: 512-438-5885; or
      4. (D) mail: Civil Rights Office, Health and Human Services Commission, P.O. Box 13247, Mail Code 1560, Austin, Texas 78711.

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

   1. (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. (2) DRTx advocates are not employees of HHSC. There are no fees for CAP services, which are provided by advocates and attorneys when necessary. Services are confidential.
   3. (3) A person enrolled in the program or the person's representative may file a complaint with DRTx alleging that a service provider violated a requirement of the program. A person may file a complaint directly with DRTx without filing the complaint with the service provider.

   4. (4) A complaint may be filed by:

      1. (A) phone: 1-800-252-9108; or
      2. (B) videophone: 1-866-362-2851.
   5. (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; amended to be effective June 3, 2025, 50 TexReg 3248.