Complaint Investigation and Resolution Process
The Commission on State Emergency Communications (CSEC) accepts verbal and written complaints, but strongly recommends that complaints be submitted in writing.
To submit a complaint, complete and send the following:
Complaints can also be made by letter or fax to:
Complaints, Commission on State Emergency Communications, 333 Guadalupe Street, Suite 2-212, Austin, Texas 78701
Phone: (512) 305-6030, Fax: (512) 305-6937
The complaint should provide enough description and detail for CSEC to thoroughly investigate the complaint and respond promptly. CSEC will endeavor to acknowledge and respond to a complaint within 10 working days. CSEC will, at least quarterly and until final disposition, notify the complainant and each person who is a subject of the complaint with a status of the investigation unless the notice would jeopardize an undercover investigation.
CSEC Complaint Procedures
Upon receipt of a written complaint, CSEC will:
1.) Acknowledge receipt of the Complaint in writing to the Complainant. (For verbal complaints, acknowledgement shall be made in the same manner as the complaint was made and the Complainant should be asked and encouraged to file a written complaint.)
2.) Open a Record of Complaint file using the CSEC form. Pursuant to Health and Safety Code § 771.039, each Record of Complaint shall include:
- The name of the person who filed the complaint;
- The date the complaint is received by CSEC;
- The subject matter of the complaint;
- The name of each person contacted in relation to the complaint; and
- An explanation of the reason the file was closed, if the Commission closed the file without taking action other than to investigate the complaint.
3.) Send a copy of the complaint to each person that is the subject of a complaint;
4.) Send to the Complainant and each person that is the subject of a complaint CSEC's Complaint or Request for Assistance Investigation and Resolution Policies and Procedures;
5.) Investigate the complaint. Investigation a complaint should include an assessment of whether the complaint is within or outside of CSEC's jurisdiction. If outside of CSEC's jurisdiction, identify the Regional Planning Commission (RPC) or Emergency Communication District (ECD) with jurisdiction to address the complaint.
(Note: all complaints that are not made directly against CSEC or don’t involve the telecommunications functions of either the State 9-1-1 Program or the Poison Control Program are considered outside of CSEC's jurisdiction. CSEC has no statutory authority to resolve complaints outside of its jurisdiction. Notwithstanding the foregoing, CSEC shall maintain a file and provide assistance to each Complainant and work with the RPC or ECD with jurisdiction to resolve the complaint.);
6.) Forward the complaint to the appropriate entity and/or jurisdiction that is either the subject of the Complaint or has the authority to investigate and resolve the Complaint, and notify the Complainant. Complaints within CSEC's jurisdiction shall be forwarded to CSEC's Director of Programs;
7.) Work with all parties to resolve the complaint, including coordinating communications and responses to inquiries to ensure that all parties are notified. (Assigned CSEC staff should always be mindful or CSEC's lack of authority regarding complaints outside of CSEC's jurisdiction.);
8.) Tracking complaints. Each active complaint is placed in a pending folder and checked/updated weekly until it is resolved or closed. Updating may include contacting Complainant and/or the appropriate entity or jurisdiction;
9.) Once a complaint has been resolved (including for lack of a response from the Complainant or because the complaint is outside of the Commission's jurisdiction), assigned CSEC staff will complete "The Record of Complaint" and "A Complaint or Request for Assistance Review" forms.
10.) The complaint (including all correspondence related thereto), Record of Complaint, and the Complaint or Request for Assistance Review shall be provided to CSEC's Executive Director (ED) and General Counsel (GC).
11.) CSEC's ED and GC will review each complaint file, make comments, provide additional direction, and sign the Complaint or Request for Assistance Review.
12.) Once CSEC's involvement in a complaint is complete, all documentation concerning the complaint is filed in the appropriate fiscal year's Complaints folder.
13.) On at least a quarterly basis, assigned CSEC staff will compile and update the Citizen Complaint Summary Form by fiscal year. The summary form provides an overview of each complaint, the date the complaint is received and closed, whether it is within or without CSEC's jurisdiction, and the disposition of the complaint.