If, after speaking with Spindletop MHMR Services representatives, your concern has not been satisfactorily resolved, you may file a complaint with Texas Department of Family and Protective Services.

• How do I report abuse, neglect or exploitation involving someone enrolled in the Home and Community-based Services or Texas Home Living Waiver program to Texas Department of Family and Protective Services? Call 1-800-647-7418 anytime. You can also make an online complaint at www.txabusehotline.org. This is a secure website. These complaints are handled by the Texas Department of Family and Protective Services.
  
  
• How can I report a complaint regarding abuse, neglect or exploitation of an elderly or disabled person who lives in their own home or receives services from a home health agency or hospice? Call 1-800-252-5400 anytime. Calls are answered by Adult Protective Services (APS), which is part of the Department of Family and Protective Services. You can also make your report at www.txabusehotline.org.
  
  
• How can I report a complaint regarding abuse, neglect or exploitation of a child not living in a DADS facility? Call 1-800-252-5400 anytime. Calls are answered by Child Protective Services (CPS), which is part of the Department of Family and Protective Services. You can also make your report at www.txabusehotline.org.

It is our desire to address any concerns affecting an individual’s rights, quality of care, or situations which pose a threat to an individual’s health and safety.  Attempts will be made to address and resolve concerns in a timely manner on the local level.

Should you wish to make a complaint to Texas Department of Family and Protective Services. or DFPS, it is suggested you have the following information ready:

• Your name, address, and phone number (optional, but important).
• Name, address, and city of the facility, agency, or provider about whom you are concerned.
• Details of the event or issue about which you wish to make a complaint.  Specific information about the date, day of the week, and time of day when the problem was observed, as well as the name of the individuals involved, will assist investigators.

Complaints may be anonymous, but it assists the staff investigating the complaint to know who you are and where you can be reached if more information is needed.  Also, it is the only way to let you know the results of the investigation.  The identity of all complainants and residents is protected by law.

If, your complaint requires an on-site investigation, it will be prioritized according to federal and agency program regulations/rules and referred to DADS regional office, Community Mental Health and Mental Retardation Center Rights Protection Officer, or Regulatory for an onsite investigation.  Complainants are notified of the findings by regional staff at the conclusion of the investigation.  On-site investigations are not pre-announced.

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