Section 33.51 - How do I Provide Information to My Customers about How to File a Complaint?(a) Does this section apply to me? This section applies if you hold a money transmission or currency exchange license issued by the department under Finance Code, Chapter 152.(b) Definitions. Words used in this section that are defined in Finance Code, Chapter 152, have the same meaning as defined in the Finance Code. The following words and terms, when used in this section, shall have the following meanings unless the text clearly indicates otherwise. (1) "Conspicuously posted" means displayed so that a customer with 20/20 vision can read it from the place where he or she would typically conduct business with you or, alternatively, on a bulletin board, in plain view, on which you post notices to the general public (such as equal housing posters, licenses, Community Reinvestment Act notices, etc.).(2) "Customer" means, as to money transmission or currency exchange, any Texas resident to whom, either directly or through an authorized delegate, you provide or have provided money transmission or currency exchange products or services or for whom you conduct or have conducted a money transmission or currency exchange transaction.(3) "Privacy notice" means any notice regarding a person's right to privacy that you are required to give under a specific state or federal law.(4) "Required notice" means the notice described in subsection (d) of this section.(c) Must I provide notice to customers about how to file complaints? Yes. You must tell each of your customers how to file a complaint concerning the money transmission or currency exchange business you conduct under Finance Code, Chapter 152, in accordance with this section.(d) What must the notice say? (1) You must use: (A) a notice that conforms to the complaint notice requirements of the Remittance Transfer Rule of Regulation E ( 12 C.F.R. Part 1005, Subpart B), such as described by RSA 1005.31(b)(2)(vi), if the Remittance Transfer Rule applies to you; or(B) a notice that substantially conforms to the language and form of the following notice: If you have a complaint, first contact the consumer assistance division of (Name of License Holder) at (License Holder consumer assistance telephone number), if you still have an unresolved complaint regarding the company's (money transmission or currency exchange) activity, please direct your complaint to: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, Texas 78705, 1-877-276-5554 (toll free),www.dob.texas.gov.(2) You must provide the required notice in the language in which the transaction is conducted.(e) How and where must I provide the required notice? (1) If a state or federal law requires you to send a privacy notice to your customers, you must include the required notice with each privacy notice.(2) If you maintain a website by which a customer may remit money for transmission or obtain information about the customer's transaction or an existing account, you must include the required notice on your website. The notice must be prominently displayed on the initial page the customer uses to initiate the remittance, transaction or access the information, or on a page available no more than one link from the initial page. The link must clearly describe the information available by clicking the link, e.g., "Texas customers click here for information about filing complaints about our money transmission or currency exchange product or service."(3) In addition to including the required notice in a privacy notice in accordance with paragraph (1) of this subsection and on your website in accordance with paragraph (2) of this subsection, you must tell customers how to file complaints by one or more of the following methods:(A) You may include the required notice in at least 8 point type, on each payment instrument or other access device or receipt used in connection with your money transmission or currency exchange business, provided that: (i) the payment instrument or other access device constitutes the only means of accessing the money received for transmission; or(ii) you issue a receipt for every money transmission or currency exchange transaction you conduct.(B) If you personally receive all the funds paid by your customers, you may conspicuously post the required notice where you conduct money transmission or currency exchange activities with customers on a face to face basis.(C) You may provide each customer with the required notice separately, provided that:(i) not later than the time the transaction is conducted, you deliver the required notice in a form that your customer can retain; or(ii) if you use an access device, such as a stored value card, in your money services business and mail the device to your customer, you include the required notice in the mailing; and(iii) if the same access device may be used continuously, such as a reloadable stored value card, you also deliver the required notice to your customer at least once every twelve months. You may include the required notice with a privacy statement, with or on another statement, or by another means so long as the customer actually receives the notice within each twelve-month period.(4) If your business is entirely internet based, so that account relationships and transactions are initiated solely by means of the internet, the additional disclosures described in paragraph (3) of this subsection are not required.(f) How do I provide the required notice if I conduct business through authorized delegates? (1) If you conduct business through one or more authorized delegates, each authorized delegate must provide the required notice by one or more of the methods described in subsection (e)(3) of this section. You must specify the method or methods to be used by your authorized delegate and provide your authorized delegate with the means by which to give the notice you select.(2) If your authorized delegate personally receives all funds paid by your customers and you require your authorized delegate to post the required notice described in subsection (e)(3)(B) of this section, you may use one posted notice to provide the required notice and the authorized delegate designation required under § 33.52 of this title.(g) Am I subject to an enforcement action if I do not provide the required notice? Yes. You are subject to enforcement sanctions under Finance Code, Chapter 152, Subchapter I, if you: (1) fail to provide the required notice in accordance with this section; or(2) fail to specify the method and provide the means by which your authorized delegate must give the required notice in accordance with subsection (f)(1) of this section.(h) Is my authorized delegate subject to an enforcement action if the delegate does not provide the required notice? Yes, if you have complied with subsection (f)(1) of this section. If you have specified the method and provided the means by which your authorized delegate must give the required notice, your authorized delegate is subject to enforcement sanctions if the delegate fails to provide the required notice as directed.7 Tex. Admin. Code § 33.51
The provisions of this §33.51 adopted to be effective May 18, 2006, 31 TexReg 3869; amended to be effective July 8, 2010, 35 TexReg 5805; amended to be effective November 4, 2010, 35 TexReg 9698; amended to be effective March 7, 2013, 38 TexReg 1357; Amended by Texas Register, Volume 42, Number 52, December 29, 2017, TexReg 7581, eff. 1/4/2018; Amended by Texas Register, Volume 43, Number 26, June 29, 2018, TexReg 4452, eff. 7/5/2018; Amended by Texas Register, Volume 44, Number 44, November 1, 2019, TexReg 6522, eff. 11/7/2019; Amended by Texas Register, Volume 47, Number 18, May 6, 2022, TexReg 2735, eff. 5/12/2022; Amended by Texas Register, Volume 48, Number 45, November 10, 2023, TexReg 6584, eff. 11/16/2023; Amended by Texas Register, Volume 49, Number 35, August 30, 2024, TexReg 6735, eff. 9/5/2024