26 Tex. Admin. Code § 87.31 - Investigation of Complaints
(a) OO staff review all relevant information
through inquiry into agency program systems.
(b) Each complaint is investigated to
determine if agency policy was followed by program staff and vendors contracted
to provide services on behalf of an agency program. Applicable policies include
federal and state law, administrative rules, program handbooks, contracts, and
internal program policies and procedures.
(c) When investigating a complaint, OO staff
may also consider:
(1) legal authority, by
examining the basis of the agency program's decision, and assessing if the
decision was made within the scope of that authority;
(2) procedural fairness and rights, by
examining if the consumer or individual was given a full understanding of the
situation, offered all applicable opportunities to appeal, and given sufficient
time to respond when information was requested; and
(3) agreed expectations, by reviewing if the
agency program followed through after agreeing to take particular actions, and
if the program provided an adequate explanation of decisions.
Notes
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