COMPLAINT TRACKING; ANNUAL STATISTICAL ANALYSIS

(a) To help identify and address regulatory issues and constraints, the department shall track all phases of the complaint and enforcement processes, including the receipt, investigation, and disposition of complaints. The department shall maintain the following information for each complaint: (1) the basis for the complaint; (2) the origin of the complaint, including whether the complaint was issued from: (A) another regulatory agency; (B) a credit union member; (C) a credit union employee; (D) a member of the public; or (E) a public or private entity; (3) the number of days taken to resolve the complaint from the date the complaint was received; and (4) the disposition of the complaint, including: (A) if no disciplinary action was taken, the reasons no disciplinary action was taken; (B) if disciplinary action was taken, the type of disciplinary action taken, including the amount of any administrative penalty or late fee; (C) if dismissed or referred to another agency, the details regarding dismissal or referral; and (D) if ongoing, the current status of the complaint. (b) The department shall annually compile a statistical analysis of the department's complaint and enforcement processes for the preceding fiscal year. The analysis must include: (1) the total number of complaints filed with the department against credit unions; (2) the number of open investigations at the end of the fiscal year; (3) the number of complaints that were resolved, disaggregated by: (A) the source of the complaint; (B) the type of alleged violation; (C) jurisdictional and non-jurisdictional complaints; (D) regulatory and nonregulatory complaints; and (E) the disposition and type of action taken, including any administrative penalty or late fee assessed; and (4) the average number of days taken to resolve a complaint, including complaints that were resolved through an examination of a credit union.