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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 ɬ�﷬ Public Information Act. When the information you have requested is clearly open to the public, the ɬ�﷬ Education Agency (TEA) will provide the information as soon as reasonably possible and without delay.

Pursuant to the requirements of the ɬ�﷬ Government Code, Chapter 2114, “Customer Service” (Compact with Texans), ɬ�﷬has established the following procedures for responding to formal complaints from the public regarding customer service provided by ɬ�﷬staff.

Filing a ɬ�﷬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 TEA. A formal public complaint must include the facts upon which the complaint is based.��

Complaints concerning the customer service provided by ɬ�﷬employees must be signed by the complainant and must be submitted to ɬ�﷬in person or by mail, fax, or email to:

Human Resources Division
ɬ�﷬ Education Agency
1701 N. Congress Avenue
Austin, TX 78701-1494
Phone: (512) 463-9734
Fax: (512) 463-6589
Email: hr@tea.texas.gov

Anonymous or unsigned complaints will not be processed according to the Agency’s operating procedures.��

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 ɬ�﷬management staff or the internal auditor, depending on the nature of the complaint.

ɬ�﷬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 ɬ�﷬is unable to complete the review within 60 days.

Complaints about entities other than TEA

The General Inquiry Unit provides 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 page provides information about filing complaints with other state agencies.