Filing or Responding to a TREC Complaint? Start Here
The Texas Real Estate Commission has published new step-by-step guides for filing and responding to complaints online through the Real Estate and Appraiser License Management Portal, commonly known as the REALM Portal.
The two processes begin differently. Anyone filing a complaint will start from their REALM Portal account, while someone responding to a complaint must use the link and PIN provided in TREC’s notification email.
Here is what to expect in either situation.
How to File a Complaint
Anyone who believes a license holder or another person under TREC’s jurisdiction may have violated the Texas Real Estate License Act, the Inspector Act or TREC rules may file a complaint.
Before beginning, gather as much relevant information as possible, including:
- The name or license number of the individual or business involved
- Important dates and details
- Contracts, emails, text messages, photos, receipts or other supporting records
- Contact information for any witnesses
You will also need a REALM Portal account. After signing in, select Complaints, choose Enter a Complaint and follow the prompts to begin a new TREC complaint.
The application will ask for your contact information, information about the person or business involved, details about the complaint and any witnesses. If you cannot find the respondent through the portal’s search, you can enter the information manually. Multiple respondents may be included if they are connected to the same matter.
TREC does not accept anonymous complaints. Although a complainant’s identity is initially protected, TREC cannot guarantee it will remain confidential throughout the investigation. The complaint may be shared with the respondent, and the complainant could be asked to testify if the matter proceeds to a hearing.
After reviewing and submitting the complaint, you will receive a complaint number and confirmation email. Keep the complaint number for your records. You can return to the REALM Portal to check the status and upload additional documents if requested.
View TREC’s Guide to Filing a Complaint Online
How to Respond to a Complaint
If a complaint is filed against you, TREC will send an email explaining how to review it and submit your response. Most license holders must respond within 14 days, but the deadline listed in your notification is the one that applies to your case.
Begin by signing in to the REALM Portal using the link provided in the email. Select Record Info and open Attachments to review the complaint and all supporting documents. Larger complaints may be divided into multiple files, so make sure you review every attachment.
When you are ready to respond, return to the notification email and use the response link and PIN provided by TREC. You will be asked to confirm your contact information, answer questions about the complaint and upload supporting documentation.
Because some response fields have character limits, TREC recommends preparing your complete response in a separate document. If there is not enough room in a field, you can indicate that your full response is attached and upload the document before submitting.
Sponsoring and designated brokers may be asked for additional information. If both a business entity and its designated broker are named as respondents, the portal will require a separate response for each party.
Supporting documentation may include:
- Written statements
- Contracts
- Emails or text messages
- Photos or videos
- Other relevant records
Review everything carefully before submitting. Once your response has been received, the portal will provide a confirmation number. Continue monitoring the email address associated with your account in case TREC requests additional information.
View TREC’s Guide to Responding to a Complaint
Keep the Official Instructions Close
Whether you are filing or responding, complete information and careful documentation can help TREC evaluate the matter. Follow the instructions in the REALM Portal, retain your confirmation or complaint number and respond promptly to any follow-up requests.
This article is provided for general informational purposes and is not legal advice. Anyone seeking guidance about a specific complaint should consider consulting an attorney.