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Overview
The requirement for a Compact with Texans was enacted during the 76th Texas legislative session through Senate Bill 1563 and can now be found in Chapter 2114 of the Government Code. The Compact requires state agencies to provide the public with information on their mission, programs, principles and standards of customer service, procedures for receiving and responding to public contacts and complaints, customer waiting times, and licensing and certification procedures.
Customer Service
Texas Workforce Commission (TWC) employees and our partners are expected to serve the public with respect, concern and courtesy, conducting themselves in a manner that enhances public confidence in the agency. Our employees will provide courteous, fair and impartial service in their interactions with customers. Recognizing the diversity of Texas, they will value cultural and individual differences and exhibit positive, nondiscriminatory behavior toward customers.
TWC is a quality customer service agency, providing information and complaint resolution to all our customers:
- Job seekers and employees
- Businesses and employers
- Community and workforce partners
Our employees are dedicated to quality customer service. In fact, all TWC employees have quality customer service standards as part of their job performance reviews, including:
- Take prompt, attentive action to address customer needs
- Follow through on tasks, meeting schedules and deadlines
- Conduct yourself in a business-like manner and apply knowledge effectively in performance of job duties
- Use a considerate and tactful approach in serving customers
We gauge our success through critical information we gather from our customer surveys, appraisals and other assessment tools.
Response to Concerns & Complaints
Customer communications, including both complaints and concerns, are received by a knowledgeable representative who will respond to you by telephone, letter or email in a timely manner. The Customer Relations unit coordinates, assists with and follows up on all complaint resolution within the agency.
We know you are anxious for results, so if we are delayed in assisting you, we will keep you informed. We strive to acknowledge all written and electronic communications within five business days of receipt, and telephone calls within one day. Timeliness is very important to TWC, however quality is paramount.
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