SB 275

relating to the authority of the Health and Human Services
Commission's office of the ombudsman to resolve complaints against
the Department of Family and Protective Services.
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:
SECTION 1.  Sections 40.0041(a), (b), (c), (d), (e), and
(f), Human Resources Code, are amended to read as follows:
(a)  The executive commissioner by rule shall develop and
implement a uniform process for the commission's office of the
ombudsman to receive [receiving] and resolve [resolving]
complaints against the department throughout the state.  The
(1)  statewide procedures through which the public,
consumers, and service recipients are informed:
(A)  of the right to make a complaint against the
department, including the mailing addresses and telephone numbers
of appropriate office [department] personnel responsible for
receiving complaints and providing related assistance; and
(B)  of the office's [department's] procedures for
resolving a complaint, including the right to appeal a decision
made at the local level by department personnel;
(2)  development and statewide distribution of a form
or telephone system that may be used to make a complaint;
(3)  a requirement that the office [department] provide
information by mail or telephone regarding the office's
[department's] procedures for investigating and resolving a
complaint to each person who makes a complaint; and
(4)  a requirement that the office [department] provide
status information at least quarterly to a person with a pending
complaint against the department, unless the information would
jeopardize an undercover investigation.
(b)  In addition to other appropriate methods, the
commission and the department may provide the information specified
(1)  on each registration form, application, or written
contract for services of a person regulated by the commission
(2)  on a sign prominently displayed in the place of
business of each person regulated by the commission [department];
(3)  in a bill for service provided by a person
regulated by the commission [department].
(c)  The commission's office of the ombudsman [department]
shall keep an information file about each complaint made against
the department that the office [department] has authority to
(d)  The executive commissioner shall develop a consistent,
statewide process for encouraging the submission of complaints to
local department personnel before contacting the commission's
office of the ombudsman to allow department staff [addressing an
appeal by a person dissatisfied with the resolution of a complaint
at the regional level.  The process shall include] an opportunity to
resolve the complaints [for appeal of a complaint without the
participation of the department's ombudsman office].
(e)  The commission's office of the ombudsman [department]
shall develop and maintain a centralized tracking system to gather
information concerning all complaints made against the department
throughout the state.  The department shall require its personnel
to provide information regarding each complaint for inclusion in
records maintained under the tracking system [at the department's
state headquarters], regardless of the location or level at which
the complaint is initiated or resolved.  The office [department]
shall require at least the following information to be maintained
(1)  the date the complaint is received;
(2)  the name of the person making the complaint;
(3)  the subject matter of the complaint;
(4)  a record of all persons contacted by the office
[department] in relation to the complaint;
(5)  a summary of the results of the review or
investigation of the complaint; and
(6)  for each complaint determined by the office
[department] to require no corrective action, an explanation of the
reason that the complaint was closed without action.
(f)  The commission's office of the ombudsman [department]
shall periodically prepare and deliver reports to the executive
commissioner and the commissioner regarding the number, type, and
resolution of complaints made in the state against the department.
SECTION 2.  (a)  Not later than January 1, 2026, the
executive commissioner of the Health and Human Services Commission
shall adopt the rules necessary to implement the changes in law made
(b)  Section 40.0041, Human Resources Code, as amended by
this Act, applies only to a complaint filed on or after January 1,
SECTION 3.  This Act takes effect September 1, 2025.