The Office of the Ombuds provides TRS members and retirees with an additional contact for addressing concerns or issues related to their TRS pension and health care benefits, including:
- their rights and responsibilities under applicable benefits and health programs; and
- explanations of TRS’ processes for customer service, complaints, and appeals.
TRS members may contact the TRS Ombuds when they’ve been unable to obtain information through normal TRS channels or is dissatisfied with the customer service received through normal TRS channels. The Ombuds serves as an escalated resource for members as opposed to a first point of contact, like the telephone counseling centers.
The Ombuds is an independent office designed to offer a neutral and impartial review of member and retiree concerns, and will provide an initial response to member and retiree outreach within five (5) business days. The Ombuds also serves as an additional contact for stakeholder organizations.
How to Resolve Your Concern
To ensure your questions are addressed as quickly and comprehensively as possible, always contact the office or department involved, such as Benefits, Health, Government Relations or Legal & Compliance. The relevant office or department can best explain a specific policy or business process, provide specific information for completing a process, or address concerns.
It is important for members and retirees to note TRS' current estimated processing times prior to contacting the Ombuds for assistance. Click here for a list of current estimated processing times.
Members and retirees can communicate a concern, ask a question, or file a complaint with the Ombuds in three ways:
- Complete and submit the intake form on this page.
- Email ombuds@trs.texas.gov
- Call 1-833-873-2331
Helpful Links
TRS Ombuds Office Intake Form
TRS Ombuds Code of Ethics
The TRS Ombuds adheres to the Code of Ethics and Standards of Practice of the International Ombuds Association (IOA):
Independence: The ombuds reports directly to the Trustees and is not a part of any internal department.
Impartiality: The ombuds is a neutral and impartial resource that does not take sides and advocates for fairness. The Ombuds does not engage in any situation which could create a conflict of interest.
Informal: The Ombuds is an informal resource and does not accept notice on behalf of TRS, its staff, Trustees, members, or affiliates and does not participate in any formal adjudicative or administrative procedure.
Confidential: The Ombuds will provide a safe forum for discussing concerns and is firmly committed to ensuring the personal information presented is kept secure and consistent with TRS records policies.
- Listen to a member's concern or complaint regarding a process or result they are unsatisfied with, or are concerned that the information received is incorrect, and provide information or assistance.
- Make referrals to appropriate TRS resources or departments.
- Provide information or assistance with researching a concern or issue, if normal channels were unable to resolve the item.
- Conduct investigations in coordination with business departments in response to a member’s concern or complaint.
- Escalate or report complaints to the Board consistent with privacy laws and rules.
- Review and analyze trends in concerns and complaints.
- Represent active or retired members in any formal hearings, processes, or procedures.
- Engage in any decisions or determinations relative to the outcome of any appeal, request or dispute.
- Review complaints where the member is seeking the same remedy through an active administrative appeal.
- Provide legal representation or advice.
- Review complaints that do not involve members or retirees or related TRS processes.
- Address open records requests.
- Handle pension benefits appeals.