(a) The division shall develop procedures to formally document and analyze complaints received by the division.
(b) The division shall compile detailed statistics on all complaints received and analyze complaint information trends, including:
(1) the number of complaints;
(2) the source of each complaint;
(3) the types of complaints;
(4) the length of time from the receipt of the complaint to its disposition; and
(5) the disposition of complaints.
(c) The division shall further analyze the information compiled under Subsection (b) by field office and by program.
(d) The division shall report the information compiled and analyzed under Subsections (b) and (c) to the commissioner at regular intervals.