(a) OO is established by Texas Government Code §531.9912 in accordance with Texas Government Code §531.9915. (1) OO has authority and responsibility over the HHS system in: (A) providing dispute resolution services; (B) performing consumer protection and advocacy functions; and (C) collecting inquiry and complaint data related to the HHS system.(2) OO is responsible for a standard process for tracking and reporting consumer and individual contacts within the HHS system, including centralized tracking of consumer and individual contacts submitted to field, regional, or other local offices. (b) HHSC Compact with Texans outlines customer service principles and standards, including a complaint process for consumers and individuals. As part of that process, a consumer is directed to first contact the HHS program for which they have an inquiry or a complaint. If the concern is not resolved to the consumer's satisfaction, the consumer is directed to contact OO. In accordance with HHSC Compact with Texans, OO is committed to providing high quality services in a professional and ethical manner. (c) In accordance with Texas Government Code §531.9915(b), OO does not have authority to process case actions or overturn HHS program decisions. OO staff also cannot give legal advice. (d) OO strives to adhere to the United States Ombudsman Association's government ombudsman standards by: (1) maintaining independence from HHS programs through an organizational structure that has OO report to the HHSC executive commissioner through a separate chain of command from program staff; (2) remaining impartial by receiving and reviewing each contact in an objective and fair manner, free from bias, and treating all parties without favor or prejudice; (3) maintaining discretion to keep confidential or release information related to a contact or a complaint investigation, if authorized by a consumer, individual, or LAR to do so; and (4) providing a credible review process by performing responsibilities in a manner that engenders respect, confidence, and accessibility to all consumers, individuals, and LARs.(e) The Office of the State Long-term Care Ombudsman is affiliated with the OO. This office is authorized by Texas Human Resources Code Chapter 101a, Subchapter F; 42 United States Code 3058f and 3058g; and 45 Code of Federal Regulations Part 1324. Its purpose is to protect the health, safety, welfare, and rights of people living in nursing facilities and assisted living facilities. Administrative rules for this program can be found in 26 Texas Administrative Code Chapter 88 (relating to State Long-term Care Ombudsman Program). The rules in this chapter do not apply to the State Long-term Care Ombudsman program.