Customer Service

Do you have a compliment or a complaint? We would like to hear from you!

The State Office of Risk Management (SORM) will act in accordance with the highest standards of ethics, fairness, accountability and humanity for both our customers and our employees. Customer service is a cornerstone of our mission, and whether you are satisfied or dissatisfied with our service is important to SORM.

You can share your opinions with us right here on our website in a convenient and secure environment. You have a choice of completing our online form or you may print a paper form that you can mail or fax to us. Don't have a printer? Call us and we will mail you a copy of the form for your convenience.

If you have a complaint, SORM uses the information disclosed in this form to help resolve your complaint. Resolution may require SORM to share this information with parties named in your complaint.

By law, much of the information you submit may be considered public record while other portions may be confidential whether you communicate with us online or by mailing us a paper form. For example, information in or derived from a workers' compensation claim file regarding an employee is confidential and may not be disclosed by us except as provided by law, or e-mail addresses provided for the purpose of communicating electronically with SORM may be protected by the Texas Public Information Act.

Sharing this information for purposes of processing your complaint does not waive these confidentiality protections. You may affirmatively consent to release of your e-mail address in response to a public information request or inquiry. If you provide an e-mail address on this form, you will be required to designate your approval or disapproval on this release.

If you would like more information about the public or confidential nature of information maintained by SORM, please consult our Open Records Policy.

The information that is submitted online is encrypted to meet privacy requirements. For more information concerning SORM's online data encryption, please read our Secure Socket Layer (SSL) document.

Compliments or complaints can be submitted electronically via the online form or in writing by mail or fax with the completed form included, to SORM's Customer Service Liaison. This form is in a printable format.

If you have supporting documents, they must be submitted separately. To send supporting documents, you will need to include a copy of the receipt or the assigned tracking number that will be displayed on the screen in your web browser. Please do not refresh your browser or leave the web page until you have printed the acknowledgement receipt. Supporting documents can be sent to us by mail or fax with a copy of the printable acknowledgement receipt that is immediately available after you submit your information.

If you need assistance with the online form submittal process, please contact our web support group by e-mail: SORMWebmaster@sorm.state.tx.us or use our main phone number, (512) 475-1440, toll-free: (877) 445-0006, and ask for the SORM Webmaster.

For assistance with the actual compliment or complaint, please contact our Customer Service Liaison.

You must submit your complaint information online in order to generate a tracking number. This number is shown at the top of the printable online acknowledgement receipt that will appear immediately after your submission. If you have supporting documentation that will be mailed or faxed, please include this tracking number on all of your documents.

Click Complete Form to access the compliment/complaint form.