How to file a complaint against an Electric Provider in Texas

Who do I contact if I have a problem with an electric provider? 

If you have a problem with any electric provider you should contact the electric provider first and ask them to fix it. 

If you get an answer that you do not like from the customer service line, ask to speak to a supervisor.  Supervisors have the discretion to grant exceptions that the people answering the phones do not have.  If you get an answer you do not like from the supervisor, file a complaint. 

Filing a Complaint

Like most aspects of electric utilities the complaint process varies for regulated and deregulated providers, municiaplly-owned utilities and electric cooperatives.   

Deregulated and Regulated Service Areas

PUC complaint filing information can be located on the PUC web site at www.puc.state.tx.us or call -- toll free at 1(888) 782-8477, in Austin at (512) 936-7120 (TTY 1-800-735-2988) or email customer@puc.state.tx.us.
 
The PUC is a resource even for complaints against electric cooperatives and municipal utilities.  If a cooperative or municipal utility says it follows PUC rules the next logical step is to verify the standard set by the PUC rule.  In addition, the PUC's Office of Customer Protection tracks the number of calls received from individuals turned away because of lack of jurisdiction.     

Electric Cooperatives

Complaints by electric cooperative customers should be written, addressed to the local utility office and copied to the board of directors.  Most boards have an established regular meeting date (like the third Tuesday of every month) and will permit a member time to speak at the end of the meeting.  A listing of board members and meeting times should be available from the electric cooperative. If not, electric cooperative board information can be obtained by calling Texas Electric Cooperatives, an industry association based in Austin at (512) 454-0311. 
 
Municipal Utilities

Municipal utilities should have established procedures for handling customer complaints.  If there are no clear guidelines available write to the mayor and city council members and attend a city council meeting and ask for a decision.

 

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