Texas Department of Licensing and Regulation Compact with Texans
TDLR assures that our customers have a positive experience with us by training our staff and following through on our commitment to provide exceptional customer service. We prudently invest our resources in training employees to anticipate and exceed the needs of our customers.
We are committed to providing courteous, respectful and accurate responses to every person we serve; responding to phone and social media inquiries within one working day; responding to email inquiries within two working days; and responding to mail inquiries within one week.
To earn the trust of Texans every day by providing innovative regulatory solutions for our licensees and those they serve.
What We Do
TDLR issues licenses, certificates, permits and registrations for the thirty-nine programs assigned to our agency by the Legislature.
TDLR has a comprehensive complaint resolution program that includes the investigation of consumer complaints and the assessment of penalties and sanctions against those entities or individuals found to be in violation of the rules/laws.
TDLR also administers a code review and inspection program to determine compliance with standards for accessibility, cosmetology salons, barber shops, vehicle towing companies & storage facilities, elevator safety, boiler safety and building codes for industrialized housing and buildings.
How to Contact Us
TDLR provides information to consumers, industry members and other interested persons in a number of ways. For example, a consumer that is interested in determining if an individual is licensed to install air conditioners can find out by simply searching our licensing database on our web site. In addition to our web site, TDLR can be contacted at:
Main Office Street Address: 920 Colorado, Austin, Texas 78701
Telephone: (512) 463-6599, 1-(800) 803-9202
Main Office Mailing Address: P.O. Box 12157, Austin, Texas 78711
Fax: (512) 463-9468
TDLR has an e-mail notification system that will automatically inform parties via e-mail about changes of importance that have occurred in programs of interest to them. This is a free service offered by TDLR. To subscribe, simply follow these five easy steps.
Once you have subscribed we will notify you of proposed rule changes, rule adoptions, commission meeting dates and any other important changes that occur.
How to File a Complaint
TDLR has a comprehensive enforcement program that investigates and resolves complaints against individuals and entities under our jurisdiction.
The fastest way to file a complaint is through our online complaint filing system at https://www.tdlr.texas.gov/complaints/. Complaints filed online:
- Are received immediately
- Do not require downloading of complaint forms
- May be completed during a time convenient for the complainant
Anyone may also file a complaint by simply contacting the Department by phone at 1-800-803-9202 or (512) 539-5600, by fax at (512) 539-5698, by mail at Enforcement Division, P.O. Box 12157, Austin, Texas 78711, or e-mail at firstname.lastname@example.org. Complaint forms can be downloaded from our web site.
Once a complaint is received, we will evaluate it to determine whether or not the complaint is within our jurisdiction. Within two working days of receiving a complaint, a confirmation notice will be sent to the complainant (the person filing the complaint). While the complaint is under investigation the complainant will be apprised of our progress at least quarterly.
How We Measure Customer Service
TDLR employs three primary methods of measuring customer service - customer service surveys, focus groups and performance measures. Customer service surveys are used periodically to assess how well the agency is meeting the needs of its various constituent groups. Focus groups are also used to gather in-depth information about TDLR's programs and operations.
TDLR has 27 key performance measures that are directly tied to the agency's strategic plan and budget structure. The primary purpose of performance measures is to determine how well TDLR expends the money it receives from licensing and code review and inspection related fees.
Performance measure results are reported quarterly to TDLR's regulatory oversight agency, the Legislative Budget Board, for evaluation. These measures also provide information used in the day-to-day management of the agency's operations.
Some of the performance measures serve the dual purpose of measuring the agency's performance for budgeting purposes and assessing the customer service that TDLR provides.
These performance/customer service related measures are:
TDLR's commitment to resolve 71% of documented complaints in six months.
TDLR's commitment to resolve complaints on average in 140 days.
In addition to the aforementioned performance/customer service related measures, TDLR has also established the following customer service goals:
TDLR is committed to providing courteous, respectful and accurate service to every person that we serve.
TDLR is committed to responding to your telephone inquiries within one working day.
TDLR is committed to responding to your e-mail inquiries within two working days.
TDLR is committed to responding to your mail inquiries within one week.
TDLR is committed to acknowledging receipt of your complaint against an individual or entity regulated by us within two working days.
Texans expect the best from their state government. At TDLR we are dedicated to meeting and exceeding their expectations. If for some reason we do not provide the level of service expected, you may contact our Customer Relations Representative, Trey Seals, by phone at (512) 936-8429 or e-mail at email@example.com.
Core Values Statement
The following core values reflect what is truly important to us as an organization. These are not values that change from time to time, situation to situation or person to person, but rather they are the foundation of our agency culture.
Accountability We are each responsible to the citizens of Texas and take great pride in our successes. We own up to our mistakes and acknowledge them as opportunities for growth.
Customer Service We provide quick, easy, and accessible service, treating each person with honor and respect.
Innovation We foster a culture of creativity to generate bold ideas, deliver valuable change, and position the agency for the future.
Integrity We are trustworthy, honest, and ethical in all we do.
Open and Free Communication We seek participation from all of our customers and coworkers and listen to all viewpoints.
Respect We value our customers and coworkers, treating everyone with courtesy and dignity.
Teamwork We succeed together by combining our talents, passion, and ingenuity to serve the citizens of Texas.