COMPLAINTS

(a) The department shall maintain a system to promptly and efficiently act on complaints filed with the department. The department shall maintain information about the parties to and the subject matter of a complaint and a summary of the results of the review or investigation of the complaint and the disposition of the complaint. (b) The department shall make information available describing its procedures for complaint investigation and resolution. (c) The department shall periodically notify the parties to the complaint of its status until final disposition unless the notice would jeopardize an undercover investigation. (d) The commission shall adopt rules applicable to each division and district to establish a process to act on complaints filed with the department. (e) The department shall develop a standard form for submitting a complaint and make the form available on its Internet website. The department shall establish a method to submit complaints electronically. (f) The department shall develop a method for analyzing the sources and types of complaints and violations and establish categories for the complaints and violations. The department shall use the analysis to focus its information and education efforts on specific problem areas identified through the analysis. (g) The department shall: (1) compile: (A) detailed statistics and analyze trends on complaint information, including: (i) the nature of the complaints; (ii) their disposition; and (iii) the length of time to resolve complaints; (B) complaint information on a district and a divisional basis; and (C) the number of similar complaints filed, and the number of persons who filed each complaint; and (2) report the information on a monthly basis to the division directors, office directors, and district engineers and on a quarterly basis to the commission.