Sec. 51.255.  STATISTICAL ANALYSIS OF COMPLAINTS.  (a) The department shall make available on the department's Internet website a statistical analysis of the complaints received by the department.
(b)  The analysis under this section must include aggregate information on the number, source, type, and disposition of complaints received during the preceding state fiscal year and must include, as applicable, the following information for each program regulated by the department:
(1)  the number of license holders;
(2)  the number of complaints received against license holders;
(3)  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;
(B)  the number of contested cases referred to and heard by the State Office of Administrative Hearings;
(C)  the number of cases appealed to a district court;
(D)  the number of complaints resulting in disciplinary action, the disciplinary action taken, and whether the disciplinary action was imposed by an agreed settlement or default order issued by the executive director or a final order issued by the commission;
(E)  a breakdown of the nature of the alleged violations in:
(i)  complaints opened for investigation; and
(ii)  cases that resulted in disciplinary action; and
(F)  the number of complaints resolved, categorized by whether the complaint originated from department staff or from the public;
(4)  the average time required to resolve a complaint;
(5)  the average amount of administrative penalties assessed; and
(6)  the number and amount of refunds ordered by the commission or executive director or obtained through an informal resolution.
Added by Acts 2021, 87th Leg., R.S., Ch. 663 (H.B. 1560), Sec. 1.08, eff. September 1, 2021.