A complaint involving any matter which includes: operations of the District, the Board of Directors, or the Appraisal Review Board (ARB); or the actions of any of the following persons: the Chief Appraiser, District staff, a member of the Board of Directors, or a member of the ARB may be filed with the Taxpayer Liaison Officer (TLO).
Any complaint requiring action by the Board must be filed through the TLO. The TLO is appointed by the Board and acts as an intermediary between the taxpayer and the Board. The TLO is Kurt Andersen-Vie. anderk@co.comal.tx.us
In order to file a complaint, the following steps must be taken:
Step 1: File a written complaint with TLO; the complaint must include:
- your name, address and telephone number
- your property ID and address
- your email address
- the name of the person and/or the issue about which you have a concern
- the date of the incident, if applicable
- the exact nature of the complaint
- any applicable documentation or evidence and any other pertinent information
Complaints about property values or exemptions must be addressed under the rules regarding protests, arbitration, etc., and property owners must follow the instructions in their Board Order of Determination, as appropriate. The TLO has no role in addressing / resolving these matters.
Complaints about the procedures or processes used to conduct ARB hearings must be addressed through Limited Binding Arbitration (LBA), under Texas Tax Code Section 41A.015.
Step 2: The TLO will research each complaint for all possible causes and remedies and will update the CAD leadership and all parties involved in the complaint regarding the progress of the investigation.
Step 3: Based on information collected from a review of all documentation, audio/video materials, interviews and other inputs, the TLO will provide results and feedback to the CAD Chief Appraiser or ARB Chair for their action as appropriate.
If the complaint focuses on the CAD, the TLO will provide feedback to the Chief Appraiser to resolve the complaint (unless the complaint is made against the Chief Appraiser, in which case, the feedback will be provided directly to the Appraisal Board of Directors).
If the complaint focuses on an ARB member, the TLO will provide feedback to the ARB Chair to resolve the complaint (unless the complaint is made against the ARB Chair, in which case, the feedback will be provided directly to the Appraisal Board of Directors).
Step 4: The Chief Appraiser or ARB Chair, as appropriate, will determine and take the appropriate actions to resolve the complaint and communicate these actions, as appropriate, to the TLO.
If the complaint involves a District employee (including the Chief Appraiser), or ARB member, the employee will be notified of the complaint and may submit a written response to be presented along with the complaint at the next regular scheduled meeting of the Board of Directors.
While a complaint is under investigation, the TLO will report on the status of the complaint to the Board at regularly scheduled meetings until the complaint is resolved.
Step 5: The TLO will report the complaint, resulting actions, and final resolution to the Board at their next regularly scheduled meeting as well as communicate the resolution to the complainant.