(a) All plan or program websites and plan or program descriptions on behalf of the program shall include a statement specifying that complaints may be forwarded to the following address or by calling the toll free number: Prepaid Higher Education Tuition Program, Office of the Comptroller of Public Accounts, P.O. Box 13407, Austin, Texas 78711-3407, (800) 445-GRAD.     
      (b) Staff shall document the source and nature of each complaint as provided in Education Code, §54.617, and shall keep a file for each written complaint filed. Each file shall include a description of the action taken to resolve the complaint. Staff shall provide any person who files a written complaint with a copy of the board's policies and procedures pertaining to complaint investigation and resolution, shall update such person at least quarterly regarding the status of the complaint, and shall notify such person of the final resolution of the complaint.     
     Source Note:        The provisions of this §7.18 adopted to be effective January 8, 1996, 20 TexReg 11124; amended to be effective October 4, 2018, 43 TexReg 6454