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Council Procedure # 1: Complaint Policy

I. Complaints about activities of the Council or grantees

1. An individual who is not satisfied with a decision, procedure or service received from the staff of the Texas Council for Developmental Disabilities may file a complaint with the Executive Director in accordance with this procedure.
2. An individual who is not satisfied with a decision, procedure or service received from a grant project funded by the Council may also file a complaint in accordance with this procedure.  Such complaints will be investigated only after the complainant has attempted to resolve the matter directly with staff or the grant project.
3. A complaint must be submitted in writing within 21 days after the person knows or should have known the matter which is the subject of the complaint.
4. A complaint may be submitted by mail, fax, or e-mail to:

Executive Director
Texas Council for Developmental Disabilities
6201 E. Oltorf
Suite 600
Austin, Texas 78741
Fax:  (512) 437-5434
E-mail: tcdd@tcdd.state.tx.us

5. A complaint must contain the following:
   1. A description of the complainants interest in the matter.
   2. The issue (s) to be resolved and the remedy(s) requested.
   3. The complainants rationale supporting the complaint, including any relevant facts and applicable law, rule or other legal authority.
   4. The Complainants affirmation that the facts set forth in the complaint are true.
6. The Executive Director shall conduct an investigation of each complaint, or assign staff for such investigations, and prepare a summary of findings, recommendations and final disposition.  A copy of that summary shall be provided to the complainant and each person who was a subject of the complaint.  All complaints shall be resolved in an expeditious manner.
7. The Chair of the Council shall coordinate any investigation if the subject of the complaint includes the Executive Director or a Council member.
8. The decision of the Executive Director, or Chair when coordinated in that manner, shall be final.

II. Complaints about funding decisions

1. Complaints about funding decisions concerning Council funded projects will be processed in accordance with the Council's Grants Appeals process outlined in Title 40, Part 21, Chapter 877.

III. Complaint procedures

1. The Executive Director shall maintain a file on each written complaint filed with the Council.  The file must include:
   1. The name of the person who filed the complaint.
   2. The date the complaint was received by the Council.
   3. The subject matter of the complaint.
   4. The name of each person contacted in relation to the complaint.
   5. A summary of the results of the review or investigation of the complaint.
   6. An explanation of the reason the file was closed, if the Council closes the file without taking action other than to investigate the complaint.
2. Upon receipt of a complaint conforming to the requirements above, the Executive Director shall acknowledge receipt in writing to the complainant within 10 workdays of receipt and provide the complainant with a copy of the Council's policies and procedures concerning complaint investigation and resolution.
3. The Executive Director shall also provide notice of the complaint and a copy of the Council's policies and procedures concerning complaint investigation and resolution to each person who is a subject of the complaint unless such notice would jeopardize the investigation of the complaint.
4. The Executive Director shall notify the complainant and each person who is a subject of the complaint at least quarterly of the status of the investigation until final disposition of the complaint.
5. The Executive Committee of the Council shall be updated at least quarterly of the status of all complaints until they are resolved.
6. All complaints will be reviewed and investigated in a confidential manner.

 Approved:  February 18, 2000