Compact with Texans
In our efforts to provide quality customer service, our standard is to respond to telephone communications, correspondence, and e-mail as soon as possible. We respond to requests for public information in accordance with the Texas Public Information Act. When the information you have requested is clearly open to the public, the ░─▓╩┐¬Ż▒═° will provide the information as soon as reasonably possible and without delay.
Pursuant to the requirements of the Texas Government Code, Chapter 2114, ÔÇťCustomer ServiceÔÇŁ (Compact with Texans), ░─▓╩┐¬Ż▒═° has established the following procedures for responding to formal complaints from the public regarding customer service provided by ░─▓╩┐¬Ż▒═° staff.
Filing a ░─▓╩┐¬Ż▒═° Customer Service Complaint
A formal public complaint is a signed written statement of complaints or concerns regarding the customer service provided by employees of the ░─▓╩┐¬Ż▒═°. A formal public complaint must include the facts upon which the complaint is based.╠ř
Complaints concerning the customer service provided by ░─▓╩┐¬Ż▒═° employees must be signed by the complainant and must be submitted to ░─▓╩┐¬Ż▒═° in person or by mail, fax, or email to:
Human Resources Division
Texas Education Agency
1701 N. Congress Avenue
Austin, TX 78701-1494
Phone: (512) 463-9734
Fax: (512) 463-6589
Anonymous or unsigned complaints will not be processed according to the AgencyÔÇÖs operating procedures.╠ř
Customer service complaints that are received orally, or by fax or email will be handled according to these procedures. In order for an e-mail message, including its attachments to be reviewed as a complaint, the sender must be verified. The sender must provide a full name, address, and phone number. Verification of sender will be conducted by phone and documented in a reply message to sender.
Information to provide when filing a Compact with Texans complaint:
- Your full name, mailing address, and phone number
- Details of the event or issue, including dates and names if available
- Any supporting documentation
The Agency will acknowledge receipt of your complaint within 10 working days. Your complaint will be reviewed and addressed by ░─▓╩┐¬Ż▒═° management staff or the internal auditor, depending on the nature of the complaint.
░─▓╩┐¬Ż▒═° will provide a written response to you within 60 days of receipt of your complaint. The response will include either (a) a summary of the resolution of the complaint or (b) an estimated timeline for resolving the complaint if ░─▓╩┐¬Ż▒═° is unable to complete the review within 60 days.
Complaints about entities other than ░─▓╩┐¬Ż▒═°
The┬áGeneral Inquiry Unit┬áprovides information and assistance in filing a complaint about the programs, services or actions of a school district, charter school, or education service center.
The state comptroller's office Compact with Texans┬ápage provides information about filing complaints with other state agencies.