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 business and occupational licenses, certificates, permits and registrations for the thirty-nine programs established by the Texas 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 state laws or rules.
TDLR also administers code review and inspections for accessibility standards, barber shops and schools, boiler safety, cosmetology salons and schools, driver education schools, elevator safety, industrialized housing and buildings, licensed dog and cat breeders, massage establishments and schools, midwifery courses, third-party inspections for mold assessors and remediation, orthotists and prosthetists facilities, used auto parts recyclers, and vehicle storage facilities.
How to Contact Us
TDLR provides information to consumers, professionals, industry members, and other interested persons in several ways. For example, a consumer interested in determining if an individual is licensed to install air conditioners can find out by searching our licensing database on our web site. In addition to 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 email notification system that will automatically inform you by email about important changes to programs of interest to you. This is a free service offered by TDLR. To subscribe.
Once you have subscribed, we will notify you of proposed rule changes, rule adoptions, commission meeting dates, and any other important changes.
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 requiring assistance with filing a complaint online may contact a TDLR customer service representative by phone at 1-800-803-9202.
Complaints can also be submitted by email at email@example.com or by mail to:
P.O. Box 12157
Austin, Texas 78711
Please download and complete a complaint form when submitting by mail.
Once a complaint is received, we will evaluate it to determine if 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 12 key performance measures directly tied to the agency's strategic plan and budget structure. The primary purpose of performance measures is to determine how well TDLR spends the money it receives from fees. Performance measure results are reported quarterly to the Legislative Budget Board. These measures also provide information used in the day-to-day management of the agency's operations.
Some 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;
- responding to your telephone inquiries within one working day;
- responding to your e-mail inquiries within two working days;
- responding to your mail inquiries within one week; and
- 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 those expectations. If for some reason we do not provide the level of service you expect, you may contact our Customer Relations Representative, Trey Seals, by phone at (512) 531-3380 or e-mail firstname.lastname@example.org.
Core Values Statement
The following core values reflect what is truly important to us as an organization. Core values are the foundation of our agency culture.
- Accountable to Texans
- Create an exceptional customer service experience
- Integrity in all we do
- Lead through innovation
- Open and free communication
- Respect for all
- Teamwork built on individual strengths and ingenuity