Texas Real Estate Commission Compact with Texans

Mission of TREC/TALCB

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, home warranty 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 in Texas.

Philosophy of TREC/TALCB

To achieve its mission, the agency embraces these core values:

• Provide exceptional customer service that is accessible, responsive and transparent
• Demand integrity, accountability and high standards, both of license holders and ourselves
• Strive continuously for excellence and efficiency

For more about what the Texas Real Estate Commission (TREC) is and what it does, please visit this page: What Does TREC Do?

Telephone: (512) 936-3000
Fax:          (512) 936-3864

The agency meets its goal of assisting and protecting consumers of real estate services through its divisions:

• Administration & Management Services
• Education & Licensing Services
• TREC Standards & Enforcement Services
• TALCB Standards & Enforcement Services
• Reception & Communication Services
• Information & Technology Services
• Staff & Support Services

TREC has four goals, three of which directly apply to our customers. We consistently meet or exceed these goals and monitor our performance on a quarterly basis.

Goal I
To determine that applicants for licensure meet legal requirements for real estate license issuance.

As we meet our objective to maintain procedures to evaluate applicants for honesty, integrity, trustworthiness, competency and legal qualifications, you should expect the following:

• 100% of applications are submitted for criminal record checks within 10 working days
• 100% of candidate information brochures are issued within 5 working days
• 100% of licenses are issued within 1 working day after all requirements are met

Goal II
To act promptly and aggressively to enforce the laws and rules of the Commission in a fair and evenhanded manner.

In this regard, you, the customer, should expect TREC to:

• Resolve 70% of documented complaints within six months
• Resolve 3100 complaints per year
• Conduct 120 administrative proceedings per fiscal year

Goal III
To communicate effectively with the public and licensees concerning matters within the Commission's jurisdiction.

As we communicate with you regarding the above, you should expect us to:

• Promptly disseminate all law and rule changes via our web site and the TREC Advisor
• Respond to 330,000 telephone calls per fiscal year

TREC values 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 TREC
• When we receive telephone requests from you
• After a complaint file is closed
• At our web site at www.trec.state.tx.us

When you return this form to us, we tally your evaluation of our services and respond to questions and/or complaints. The feedback you provide is used by us to continually improve our processes and procedures.

All comments from the narrative portion of the survey are forwarded to Ms. Lorie Deanda in Communications within 24 hours. Ms. Deanda responds to each specific request by Email, telephone, or U.S. mail as appropriate, within 48 hours.

At TREC, we make every effort to provide 100% customer satisfaction; however, given the volume of calls and paperwork we attend to each day, it is possible that some of our customers may experience less than perfect service from time to time. If you find yourself in this position, please contact Ms. Lorie Deanda, Reception & Communications Services Division Director. Ms. Deanda will respond to your request within 24 hours.

Telephone: (512) 936-3000
Email:

Goal IV
To establish and implement policies governing purchasing that foster meaningful and substantive inclusion of historically underutilized businesses (HUBs).[Government Code, Section 2161.123]

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