| (1) on or before initiation of a service described
in Subchapter D of this chapter, informs a program participant, in
writing, of the procedure by which the program participant may file
a complaint regarding such service;
(2) obtains and maintains documentation of receipt
of the complaint procedure by the program participant;
(3) date stamps receipt of a written complaint;
(4) documents receipt of an oral complaint, with the
date of receipt and a narrative of the allegations;
(5) investigates each complaint and responds, in writing,
to the program participant regarding the results of the investigation
in a timely manner; and
(6) maintains a written log of complaints filed by
program participants that is accessible to the AAA and contains the
following information:
(A) the date of the service provider's receipt of the
complaint;
(B) the name of the person who filed the complaint;
(C) a description of the nature of the complaint;
(D) the name of the staff person who conducted the
investigation of the complaint;
(E) the names of persons who were contacted during
the investigation of the complaint;
(F) the outcome of the complaint; and
(G) the date final action was taken by the service
provider in response to the complaint.
|
| Source Note: The provisions of this §213.151 adopted to be effective September 1, 2008, 33 TexReg 7293; amended to be effective April 5, 2018, 43 TexReg 2027; transferred effective November 15, 2020, as published in the Texas Register October 30, 2020, 45 TexReg 7721 |
