GENERAL RULES REGARDING COMPLAINT INVESTIGATION AND DISPOSITION

(a) The board shall adopt rules concerning the investigation of a complaint filed with the board. The rules adopted under this section must: (1) distinguish between categories of complaints; (2) ensure that a complaint is not dismissed without appropriate consideration; (3) require that the board be advised of a complaint that is dismissed and that a letter be sent to the person who filed the complaint explaining the action taken on the complaint; (4) ensure that the person who filed the complaint has an opportunity to explain the allegations made in the complaint; and (5) prescribe guidelines concerning the categories of complaints that require the use of a private investigator and prescribe the procedures for the board to obtain the services of a private investigator. (a-1) The board shall adopt rules that prescribe a method for prioritizing complaints for purposes of complaint investigation and disposition. The rules adopted under this subsection must: (1) place the highest priority on complaints that allege conduct that: (A) violates the standard of professional care and judgment of an optometrist or therapeutic optometrist, as applicable; (B) involves professional misconduct; or (C) potentially threatens public health or safety; and (2) place a lower priority on complaints that are not described by Subdivision (1). (b) The board shall: (1) dispose of a complaint in a timely manner; and (2) establish a schedule for conducting each phase of the disposition of the complaint that is under the control of the board not later than the 30th day after the date the board receives the complaint. (c) The board shall notify the parties to the complaint of the projected time requirements for pursuing the complaint. (d) The board shall notify the parties to the complaint of any change in the schedule not later than the seventh day after the date the change is made. (e) The executive director shall notify the board of a complaint that is unresolved after the time prescribed by the board for resolving the complaint so that the board may take necessary action on the complaint.