TREC

The Texas Real Estate Commission (TREC) and Texas Appraiser Licensing & Certification Board (TALCB) function as a single state agency, with distinct, independent policy and enforcement functions.

Our Mission

The agency exists to safeguard the public interest and protect consumers of real estate services. In accord with state and federal laws the agency oversees real estate brokerage, appraisal, inspection, right-of-way services, and timeshare interest providers. Through education, licensing and regulation, the agency ensures the availability of qualified and ethical service providers, thereby facilitating economic growth and opportunity across Texas.

Our Customer Service Principles

Our agency is committed to providing excellent service to all. You can expect the agency to:

• recognize that we serve the people of the state of Texas first;
• advance policy initiatives that demand accountability of both staff and licensees by insisting they act with integrity and perform to the highest of standards;
• conduct agency business fairly, ethically, and with the utmost transparency;
• respond to consumers in a timely, efficient and professional manner, in accordance with all state and federal statutes and regulations;
• maintain a well-trained staff that is up-to-date on the many relevant issues affecting both Texas consumers and our licensees; and
• provide information to the public in concise, easy-to-read language.

Our Pledge

To achieve our mission in conjunction with our customer service principles, the agency makes the following pledge:

• We will be courteous, professional, and honest in dealing with all persons who contact the agency.
• We will make every attempt to have callers and visitors greeted by an agency employee.
• We will provide clear, concise, easy to understand, timely and accurate information.
• We will answer telephone calls promptly and will return calls within one business day.
• We will make every effort to answer questions immediately, or correctly refer the inquiry to someone who can answer the questions, or provide a timetable for responding.
• We will maintain our web site with timely, relevant, accurate, and accessible information.
• We will make every effort to respond to written inquiries (mail or email) within five working days or less and process most license applications in ten working days or less.
• We will send renewal notices and related information to licensees three months in advance of the expiration date (and plan to send more frequent periodic reminders).
• We will investigate and resolve consumer complaints in a timely manner.
• We will enforce the law, rules and standards in a fair, honest, professional and competent manner, with appropriate due process.
• We will undertake periodic surveys to elicit feedback from our licensees and the public.
• We will cooperate with other Texas state agencies, other state and federal regulatory agencies, industry professional and trade associations, and other relevant entities.
• We will not discriminate on the basis of race, color, religion, sex, national origin, age, or disability in education, licensing, enforcement, or employment.
• We will admit to our mistakes and promptly act to correct them.
• We will do the best job possible in an efficient and economical manner by streamlining agency operations, updating and modernizing agency procedures, and eliminating costs and overhead where appropriate.

Filing a Complaint

Anyone may file a complaint with the agency concerning the activities of its licensees. Texas law requires that complaints filed with us be written and signed by the party filing the complaint. The agency will not process a complaint if it is unsigned. The agency does not accept anonymous complaints or complaints via email - unless a signed complaint form is attached.

The agency’s authority is limited to taking disciplinary action against entities or individuals regulated by the agency. Texas law prohibits the agency from giving private legal advice or opinions or acting as your attorney. If you need legal advice, please contact a private attorney.

The complaint procedures differ slightly for TREC and TALCB.

TREC COMPLAINTS: TREC complaints can be filed with the agency in any written form. TREC has a suggested complaint form available for your convenience. For additional information about filing complaints with TREC, or to download a complaint form, please click here.

TALCB COMPLAINTS: TALCB complaints must be filed with the agency on a prescribed TALCB complaint form. For additional information about filing complaints with the TALCB, or to download a complaint form please click here.

Filing a Public Information Request (Open Records)

Texas Government Code, Chapter 552, gives you the right to access government records. While all government information is presumed to be available to the public, certain exceptions may apply to the disclosure of some information. We are required by law to promptly release any requested information that is not confidential by law or otherwise subject to a disclosure exception. There may be a cost to provide some materials. For more information about the agency’s public information policy, please click here.

To request information from the agency, you must send your request to the agency’s Public Information Officer. There are several ways to submit your request:

By Mail:
Public Information Officer
P. O. Box 12188
Austin, Texas 78711-2188

In Person:
Stephen F. Austin Building
1700 N. Congress Ave., Suite 400
Austin, TX 78701
(Link to Map)

Your Input is Important to Us

We value your opinion pertaining to our performance. We measure customer service satisfaction via our Customer Service Survey. We distribute this form to you in the following manner:

• with every license renewal;
• when you visit us in person at the agency’s office;
• when we receive telephone requests from you;
• after a complaint file is closed; and
• at our web sites at www.trec.texas.gov and www.talcb.texas.gov.

When you return this form, we tally your evaluation and respond to questions and/or complaints. The feedback you provide is used to continually improve our service.

We make every effort to provide 100% customer satisfaction; however, it is possible that some customers may experience less than perfect service from time to time. If you find yourself in this position, please contact our Reception & Communications Services Division. We will respond to your request within 48 hours.

How to Contact Us

By Mail:
P. O. Box 12188
Austin, Texas 78711-2188

In Person:
Stephen F. Austin Building
1700 N. Congress Ave., Suite 400
Austin, TX 78701

By Email:
TREC: information@trec.texas.gov
TALCB: information@talcb.texas.gov

By Phone:
TREC: (512) 936-3000
TALCB: (512) 936-3001

By Fax:
TREC: (512) 936-3788
TALCB: (512) 936-3788