1. (a) Department response.

   1. (1) Review. The department will promptly review a complaint found to be valid and will make every reasonable effort to resolve the matter consistent with applicable law.
   2. (2) Written complaints. The department will respond to each written complaint by providing a resolution letter to the complainant. The department will provide the person who filed the complaint, and each person or entity that is the subject of the complaint, information about the department's policies and procedures relating to complaint investigation and resolution.
   3. (3) Oral complaints. The department may respond in writing or orally to an oral complaint.

2. (b) Recordkeeping.

   1. (1) File. The department will maintain an information file for each written complaint and its disposition. The file will contain:

      1. (A) the date the complaint is filed;
      2. (B) the name of the person filing the complaint;
      3. (C) the subject matter of the complaint;
      4. (D) a record of each person contacted in relation to the complaint;
      5. (E) a summary of the results of the review or investigation of the complaint; and
      6. (F) if the department takes no action on the complaint, an explanation of the reasons that no action was taken.
   2. (2) Notification. If the department does not provide a resolution letter to the complainant within 90 days of the date the complaint is filed, the department will notify the complainant of the status of the complaint on the 91st day and every 90 days thereafter until a resolution letter is provided.

Source Note:The provisions of this §3.25 adopted to be effective December 16, 1996, 21 TexReg 11823; amended to be effective November 22, 1998, 23 TexReg 11657.