Complaint Procedures
By registering for this program, you affirm having read and agree to adhere to its requirements, terms of use, program rules, privacy policies, and behavior expectations, including participation guidelines for online video conferencing.
Purpose
The purpose of this Complaint Procedure is to outline the steps to be followed by participants of Texas Offender Education Services’
Texas Offender Education Services – Complaint Procedure
Introduction
Texas Offender Education Services is committed to providing high-quality court-ordered education programs regulated by the Texas Department of Licensing and Regulation (TDLR). We take complaints very seriously and will strive to resolve them in a fair, timely, and efficient manner. This document outlines the procedure for submitting a formal complaint.
Procedure
Step 1: Initial Contact
Before submitting a formal complaint, we encourage you to attempt resolution by contacting our customer support or the instructor responsible for your class.
Step 2: Submitting a Formal Complaint
If your issue is not resolved satisfactorily, you may submit a formal complaint by email or the provided Complaint form Link. The following information must be included:
- Subject Line: The class title (e.g., TexOES-DWIE-2301)
- Complainant’s Name
- Date of Birth
- Driver’s License Number
- Driver’s License Expiration Date
- State of Issuance for Driver’s License
- Class Name (e.g., TexOES-DWIE-2301)
- Dates of the Class
- Detailed description of the complaint
Step 3: Acknowledgement of Receipt
Upon receiving your formal complaint, we will send an acknowledgment email within three (3) business days.
Step 4: Investigation
Your complaint will be reviewed and investigated by a designated staff member. We aim to complete the investigation within fifteen (15) business days from the acknowledgment date.
Step 5: Outcome and Resolution
If requested, you will be informed of the outcome of the investigation and any corrective measures to be taken.
Step 6: Further Action
If you have requested information on the outcome of the investigation and are not satisfied with the resolution, you may escalate the complaint by responding to the outcome email within seven (7) business days.
External Reporting
Any complaints against the court-ordered program, program provider, instructor, or any of the program provider’s personnel may be directed to the department.
Regulated by the Texas Department of Licensing and Regulation
P.O. Box 12157, Austin, Texas 78711
Telephone: (512) 463-6599
Toll-Free (in Texas): (800) 803-9202
Relay Texas-TDD: (800) 735-2989
Website: TDLR Complaints https://www.tdlr.texas.gov/complaints/
By submitting a formal complaint, you acknowledge that you have read and understood this Complaint Procedure. Complaints which do not provide the requested information will not be processed or acknowledged. Texas Offender Education Services will verify that the complainant was an actual participant in the program prior to the start of any investigation. Complaints must be made by the registered participant of the program. Please keep a copy of this procedure and any correspondence for your records.
Review
This Complaint Procedure is subject to periodic review and may be amended as necessary.