(a) Complaints regarding agency services must be submitted in writing to the director and librarian. Complaints may be mailed to Director and Librarian, Texas State Library and Archives Commission, P.O. Box 12927, Austin, Texas, 78711-2927; hand-delivered at 1201 Brazos Street, Austin, Texas, 78701, or sent by email to dir.lib@tsl.texas.gov. The agency will review, investigate, and respond to complaints within 10 business days from the date the complaint is received. The agency will notify the complainant if additional time is necessary to investigate a complaint.
(b) The agency will maintain a record of complaints filed. This will include information about parties to the complaint, the subject matter of the complaint, a summary of the results of the review or investigation of the complaint, and its disposition.
(c) The agency will make information available describing its procedures for complaint investigation and resolution.

Source Note: The provisions of this §2.53 adopted to be effective July 17, 1997, 22 TexReg 6431; amended to be effective September 7, 1998, 23 TexReg 9037; amended to be effective May 12, 2004, 29 TexReg 4463; amended to be effective August 25, 2008, 33 TexReg 6810; amended to be effective March 12, 2024, 49 TexReg 1458