Texas Statutes
Subchapter F. Consumer Interest Information and Complaint Procedures
Section 1001.254. Statistical Analysis of Complaints

Sec. 1001.254. STATISTICAL ANALYSIS OF COMPLAINTS. (a) The board shall develop and maintain a complaint tracking system to monitor the processing of complaints filed with the board.
(b) The board shall include with the board's annual financial report under Section 2101.011, Government Code, a statistical analysis of the complaints filed with the board during the preceding year, including:
(1) the number of complaints filed;
(2) a categorization of complaints filed according to the basis of the complaint and the number of complaints in each category;
(3) the number of complaints filed by board staff;
(4) the number of complaints filed by persons other than board staff;
(5) the average length of time required to resolve a complaint;
(6) the number of complaints resolved and the manner in which they were resolved, including:
(A) the number of complaints dismissed and the reasons for dismissal; and
(B) the number of complaints resulting in disciplinary action, the disciplinary action taken, and whether the disciplinary action taken was imposed by stipulation, agreed settlement, consent order, default, or order following a contested case hearing; and
(7) the number of complaints filed that are unresolved, the number of those complaints filed by board staff, the number of those complaints filed by persons other than board staff, and the average length of time that the unresolved complaints have been on file.
Added by Acts 2003, 78th Leg., ch. 1168, Sec. 21, eff. Sept. 1, 2003.

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