Compliments or Complaints?

We welcome feedback from our customers about SORM’s services. If you would like to report a workplace hazard or an unsafe condition at your agency, please contact your agency’s Risk Manager or call the Texas Department of Insurance (TDI) Safety Violations Hotline. If you are reporting an incident of workers’ compensation fraud, please contact our Special Investigations Department at (877) 445-0006. Non-workers’ compensation fraud, waste or abuse should be directed to the State Auditor’s Office Fraud Reporting form, or calling their Fraud Hotline at 1-800-TX-AUDIT (1-800-892-8348).

Customer Service

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 SORM wants to know whether you are satisfied or dissatisfied with our service.

If you have a complaint, SORM uses the information you provide to help resolve the complaint. Resolution may require SORM to share this information with parties named in your complaint. You can share your opinions by clicking on the button below for an email template for submission. Please include supporting documents as attachments, scanned images, or PDFs with your email.

If you prefer, you can fill out the PDF version of the Compliment/Complaint form instead and send via mail or fax.

E-mail Address

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 please indicate if you approve or do not approve of the release of your email address.

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

Filing a Compliment or Complaint

Compliments or complaints can be sent in a letter by mail or fax to SORM’s Customer Service Liaison. This form is in a printable format. Supporting documents can also be sent by postal mail or FAX here:

Customer Service Liaison
P.O. Box 13777
Austin, TX 78711-2548
Fax: (512)370-9025

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

Tracking Number

If your compliment or complaint will require a formal response from our Customer Service Liaison, you will receive an email with a tracking number. If you have supporting documentation that will be mailed or faxed after your first submission, please include this tracking number on all of your documents.