| (a) The Office of Consumer Affairs reviews complaints
to determine whether applicable rule, statute, or the policies and
procedures of the Department of Family and Protective Services (DFPS)
were followed.
(b) The Office of Consumer Affairs provides status
information at least quarterly to the complainant, if there is a pending
complaint, unless the information would jeopardize an undercover investigation.
(c) The Office of Consumer Affairs notifies the complainant
of the findings made by the Office of Consumer Affairs, within the
limits of confidentiality required by the Texas Open Records Act and
state and federal law.
(d) If the Office of Consumer Affairs determines that
applicable rule, statute, or DFPS's policies and procedures were not
followed, the Office of Consumer Affairs notifies appropriate agency
staff so appropriate corrective measures can be taken.
(e) The Office of Consumer Affairs keeps a file for
each complaint. The electronic file and paper copies of the records
will be purged every two years after the complaint is closed.
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