Complaint Process

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Filing a Complaint

An individual who wishes to file a complaint against a fitter or dispenser of hearing instruments may write to:

Complaints Management and Investigative Section
P.O. Box 141369
Austin, Texas 78714-1369

or call 1-800-942-5540 to request the appropriate form or obtain more information. This number is for complaints only. Please direct routine calls and correspondence to the phone number and address given below.

To access documents in Adobe Acrobat format, you must download the Acrobat Reader software. Please see the DSHS file viewing page for more information and a link to the Adobe website.

To file a complaint, you will need to complete the Complaint and the General Release forms. Return both forms and any additional supporting documentation to the address shown on the complaint form.

After the completed complaint packet is returned, you will be notified by letter acknowledging that your complaint has been received. The complaint will be reviewed to verify that the statement indicates a potential violation of law or rules. If your complaint indicates a potential violation, we will notify you of the status of your complaint approximately every 90 days, until final action is taken. Should your complaint not indicate a potential violation of law or rules, we will also notify you.

A complaint may be filed anonymously by not providing your name and address on the form; however, please be aware that anonymous complaints may be difficult to investigate and many are closed because insufficient information is provided. When you provide your name and address, our investigative staff will be able to contact you for additional information which may be necessary to resolve your complaint.

In some instances, a complaint may be investigated informally by staff. In other cases, investigations are conducted by a Texas Department of State Health Services investigator. The complaint may be investigated by telephone, mail or personal interviews. Information and/or documentation will be collected that is relevant to the complaint.

After the investigation is completed, the report of investigation will be forwarded to the program for appropriate action. You may contact the committee office at any time regarding the status of your complaint.

 

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Last updated January 31, 2013