(a) The facility shall have a written client grievance procedure.
(b) Staff shall give each client and consenter a copy of the grievance procedure within 24 hours of admission and explain it in clear, simple terms that the client understands.
(c) The grievance procedure shall tell clients that they can:
  (1) file a grievance about any violation of client rights or Commission rules;
  (2) submit a grievance in writing and get help writing it if they are unable to read or write; and
  (3) request writing materials, postage, and access to a telephone for the purpose of filing a grievance.
(d) The procedure shall also inform clients that they can submit a complaint directly to the Commission at any time and include the current mailing address and toll-free telephone number of the Commission's investigations division.
(e) The facility shall have a written procedure for staff to follow when responding to client grievances. The facility shall:
  (1) evaluate the grievance thoroughly and objectively, obtaining additional information as needed;
  (2) provide a written response to the client within seven days of receiving the grievance;
  (3) take action to resolve all grievances promptly and fairly; and
  (4) document all grievances, including the final disposition, and keep the documentation in a central file.
(f) The facility shall not:
  (1) retaliate against clients who try to exercise their rights or file a grievance; or
  (2) restrict, discourage, or interfere with client communication with an attorney or with the Commission for the purposes of filing a grievance.

Source Note: The provisions of this §564.702 adopted to be effective September 1, 2004, 29 TexReg 2020; transferred effective September 1, 2004, as published in the Texas Register September 10, 2004, 29 TexReg 8842; transferred effective April 30, 2024, as published in the Texas Register April 5, 2024, 49 TexReg 2197