Regulating and administering the Texas workers' compensation system
The Division of Workers' Compensation (DWC) provides Texas employees and employers with information about workers' compensation claims, self-insurance certification, safety education and training, accident prevention, dispute resolution, and enforcement and compliance services.
Our goal is to provide the highest level of customer service to ensure each injured employee:
- is treated with dignity and respect when injured on the job;
- has access to a fair and accessible dispute resolution process;
- has access to prompt, high-quality medical care; and
- receives services to allow them to return to work as soon as their health care provider considers it safe and appropriate.
How we help?
Our goal is to provide quality customer service, by responding to phone calls, written correspondence, and e-mail as soon as possible. We set high standards for DWC’s customer service and hope we meet your expectations. If not, we invite you to contact DWC and ask for a supervisor or manager in the department providing that service.
Our statewide Claims and Customer Services call center can answer questions about your claim, educate you about your rights and responsibilities, or help you file a complaint. Call 800-252-7031, option 1. Our staff is available from 8 a.m. to 5 p.m. Central time, Monday to Friday.
A separate state agency, the Office of Injured Employee Counsel (OIEC) has an ombudsman program which helps injured employees in disputes and advocates for injured employees as a class in the policy-making process. For more information, call OIEC at 866-EZE-OIEC (866-393-6432) or visit the OIEC website.
Workers’ compensation complaints and disputes
Decisions or actions taken within the workers’ compensation system can cause dissatisfaction or disagreements between parties. DWC handles disputes and complaints through two different processes.
A complaint is the written allegation that a system participant has violated Title 5, Subtitle A, of the Texas Labor Code or DWC rules. An example might be the late filing of a form or payment, or someone who acts unprofessionally. Follow the steps below to file a workers’ compensation complaint. If you need help filing a complaint, call 800-252-7031, between 8 a.m. to 5 p.m., Central time, Monday to Friday.
Steps to file a complaint
- All complaints must be in writing. You can either:
- Gather any documents you think will support your complaint.
- Submit your complaint and your supporting documents to us in one of the following ways:
In person: Find a DWC field office.
Texas Department of Insurance, Division of Workers' Compensation
Compliance and Investigations, Mail Code CI
PO Box 12050
Austin, TX 78711
For more information, contact DWC-CI@tdi.texas.gov.
Disputes are disagreements between parties that generally involve entitlement to workers’ compensation benefits and the amount to be paid. Parties in the workers’ compensation system are encouraged and, in some cases, required to try and resolve the dispute before filing a request for dispute resolution with DWC.
Workers' compensation educational outreach
Part of DWC’s mission is to educate system participants about the workers' compensation system. We do that in many ways, including:
- Your Guide to Workers’ Compensation video series;
- health care provider webinars and return to work presentations;
- annual Texas Workers' Compensation Conference; and
- workplace safety training courses and publications.
Learn about all of the trainings we offer on the DWC events calendar.
Health care provider education
DWC offers several resources for health care providers who treat or examine injured employees in the workers' compensation system to help them understand their roles and responsibilities.
- healthcare provider resources page with information about medical fee disputes, fee guidelines, and how to verify coverage;
- medical and facility fee information;
- information on preauthorization requests;
- designated doctor resources; and
- help by email and a toll-free help line, the CompConnection for health care providers.
For more information about any of these services, call CompConnection for health care providers at 800-252-7031.
Safety education for employees and employers: Occupational Safety and Health Assistance (OSHA)
DWC has programs and services to educate Texas employees and employers on safe work practices and the prevention of workplace injuries and illnesses.
- free safety and health consultations to help employers identify workplace hazards and comply with federal OSHA safety regulations;
- free digital library of safety videos;
- free safety training materials and publications;
- affordable regional safety training seminars and customized onsite company training;
- OSHA 10-Hour Courses and OSHA 30-Hour Courses; and
- occupational injury, illness, and fatality data analysis.
DWC also has a Safety Violations Hotline, which takes reports of safety violations and works with employers and workers' compensation insurance carriers to eliminate hazardous working conditions.
For information about workplace safety resources, please call 800-687-7080 or visit our workplace safety page.
Return to Work (RTW) resources for employers and employees
Returning to work after an injury benefits employees and their employers. DWC can help employers start a successful RTW program and help health care providers support and encourage safe RTW for injured employees.
Regulating the system through Compliance and Investigations
Compliance and Investigations includes the following areas:
These areas work together to promote compliance in the Texas workers’ compensation system by:
- promptly detecting and addressing acts or practices of noncompliance;
- promoting compliance with the Texas Workers’ Compensation Act and rules through performance-based incentives;
- promoting communication between system participants; and
- educating system participants of compliance requirements.