The Texas Department of Licensing and Regulation Compact with Texans
Core Values Statement
The Texas Department of Licensing and Regulation (TDLR) is proud to enter into this Compact. As fellow Texans, we recognize that serving this great state and its citizens is a privilege - one which we do not take lightly. We are committed to conducting our affairs with the highest level of integrity and efficiency, ensuring that we are deserving of the public trust that has been given to us.
Our Mission
Our mission is to maintain public trust while promoting the public's safety and ensuring a fair and competitive business environment for our regulated industries. We seek to accomplish our mission by:
- actively educating consumers about the industries, trades and occupations we regulate,
- ensuring effective and economical use of public resources,
- regulating industries in a firm, fair and consistent manner, and
- recognizing the dignity and worth of our employees and the citizens of Texas.
Our Goal
Just as Governor Rick Perry wants Texas to be a "beacon" state, our goal is to be the model agency for "licensing excellence in the Nation." TDLR strives to achieve this goal by relying on our greatest asset - our employees - and by applying five customer service principles to all aspects of our organization: Accuracy, Accountability, Consistency, Responsiveness, and Timeliness.
What We Do
TDLR issues licenses, certificates, permits and registrations for the twenty-nine statutes assigned to our agency by the Legislature. These statutes are:
- Air Conditioning and Refrigeration Contractor License Law
- Architectural Barriers Law
- Auctioneer Law
- Automotive Parts Recyclers Act
- Barber Examiners Law
- Boiler Law
- Combative Sports (Boxing) Law
- Cosmetology Law
- Electrical Safety and Licensing Act
- Elevators & Escalators Law
- Identity Recovery Service Providers Act
- Industrialized Housing and Buildings Law
- Legal Service Contract (For-Profit) Law
- Loss Damage Waivers (Rental Agreement) Law
- Licensed Court Interpreters Law
- Personnel Employment Services Act
- Polygraph Examiners Law
- Property Tax Consultants Act
- Service Contract Provider Act
- Staff Leasing Services Law
- Talent Agencies Law
- Tax Professional Examiners Law
- Temporary Common Worker Employers Law
- Vehicle Protection Product Warrantors Law
- Vehicle Storage Law
- Vehicle Towing and Booting Law
- Water Well Drillers Law
- Water Well Pump Installers Law
- Weather Modification Law
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, barbers 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 initiated an e-mail notification system that will notify parties automatically 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.
- Go to our web site;
- Click on the "Updates and Information by e-mail" link;
- Fill in the online form;
- Click on the "Continue" button;
- Verify the information you entered is correct and click on the "Submit" button.
Once you have subscribed, just sit back and 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
As previously stated, TDLR has a comprehensive enforcement program that investigates and resolves complaints against individuals and entities under our jurisdiction. Anyone may 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 complaints@license.state.tx.us. Complaint forms can be downloaded from our web site.
The fastest way to file a complaint is through our online complaint filing system at http://www.license.state.tx.us/Complaints. Complaints filed online:
- Are received immediately by the Department
- Do not require downloading of complaint forms
- May be completed during a time convenient for the complainant
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 38 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 70% of documented complaints in six months.
TDLR's commitment to resolve complaints on average in 143 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, Stephen Bruno, by phone at (512) 463-7574 or e-mail at stephen@license.state.tx.us.
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 mindful that as public servants we are personally responsible to the citizens of Texas. We take responsibility for our own successes and failures – celebrating success and using setbacks as opportunities for growth.
Customer Service – We view each person we serve as deserving of our best efforts. We pride ourselves on courteous and timely delivery of services, getting the job done right the first time, exceeding customers’ expectations and making services easily accessible.
Innovation – We believe in an open exchange of ideas to foster creativity and change in our workplace and the services we deliver. We recognize that everyone has a contribution to make, and these contributions allow us to continually improve.
Integrity – We believe in being trustworthy, responsible and ethical in all we do.
Open and Free Communication – We believe in order to be successful we must communicate effectively with all of our customers, both internal and external. We honor everyone’s right to be heard. We provide avenues for participation and creativity for all our employees and customers.
Respect – We believe in conducting ourselves professionally and treating others with courtesy and respect.
Teamwork – Our success is dependent on the combined intelligence and energy of all employees. We strive to create a work environment where employees can succeed and are motivated to achieve their highest potential. We expect the best from our employees and reward results.
