|(a) Transportation Code, §201.801, requires the
(1) maintain a system to promptly and efficiently act
on complaints filed with the department;
(2) maintain information about the parties to and the
subject matter of a complaint and a summary of the review or investigation
of the complaint and the disposition of the complaint;
(3) periodically notify the parties to the complaint
of its status until final disposition unless notice would jeopardize
an undercover investigation; and
(4) make information available describing its procedures
for complaint investigation and resolution.
(b) This subchapter prescribes the policies and procedures
by which complaints may be filed, resolved, and recorded, and by which
the department will notify customers of its complaint process.