| (a) All plan or program websites and plan or program
descriptions on behalf of the program shall include a statement specifying
that complaints may be forwarded to the following address or by calling
the toll free number: Prepaid Higher Education Tuition Program, Office
of the Comptroller of Public Accounts, P.O. Box 13407, Austin, Texas
78711-3407, (800) 445-GRAD.
(b) Staff shall document the source and nature of each
complaint as provided in Education Code, §54.617, and shall keep
a file for each written complaint filed. Each file shall include a
description of the action taken to resolve the complaint. Staff shall
provide any person who files a written complaint with a copy of the
board's policies and procedures pertaining to complaint investigation
and resolution, shall update such person at least quarterly regarding
the status of the complaint, and shall notify such person of the final
resolution of the complaint.
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