Inquiries and Complaints

Office of Consumer Affairs

The Office of Consumer Affairs acts as a neutral party in reviewing complaints regarding case-specific activities of the program areas of the Texas Department of Family and Protective Services (DFPS). If you believe one of the program areas of DFPS has not acted appropriately in a situation involving you, you have a right to complain and to be treated fairly and with dignity.

The Office of Consumer Affairs also handles inquiries about open cases with DFPS.

You may contact the Office of Consumer Affairs by:

• Phone: Call 1-800-720-7777 during the regular business week regarding your inquiry or complaint.
• E-Mail: E-mail your inquiry or complaint by filling out the required information on the Office of Consumer Affairs Inquiry/Complaint form in
  • English or in
  • Spanish
• Fax: Fill in the form on-line, print and fax it to 512-339-5892 at your convenience.
• E-Mail: Office of Consumer Affairs

Our office acknowledges receipt of each complaint.

Certain information is necessary for the Office of Consumer Affairs to investigate a complaint such as the child or adult victim's name, the caretaker's name, the alleged perpetrator's name, city and county locations for individuals in the case, ages of involved individuals, DFPS personnel involved or to whom the complaint has been previously addressed, and a means of contacting you. We understand you may not have all of this information; however, the earlier we have this information, the better we are able to serve you.

The Office of Consumer Affairs:

• will investigate complaints and advise the complainant of its finding within the limits of confidentiality required by the Texas Open Records Act and the Texas Family Code.
• can make recommendations for corrective actions when warranted.
• conducts formal reviews of case-specific findings that designate an individual as an alleged perpetrator of neglect or abuse. This review is the final step in the due process afforded by DFPS.
• cannot do certain things such as change proper findings arrived at within statutory guidelines, review orders or actions of a court, review actions of law enforcement, or accept neglect and abuse referrals.

The program areas of DFPS include:

• Adult Protective Services
• Child Protective Services
• Child Care Licensing

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