16 Tex. Admin. Code § 25.30 - Complaints
(a) Complaints to
the electric utility. A customer or applicant may file a complaint in person,
by letter, or by telephone with the electric utility. The electric utility must
promptly investigate and advise the complainant of the results within 21
days.
(b) Supervisory review by the
electric utility. Any electric utility customer or applicant has the right to
request a supervisory review if they are not satisfied with the electric
utility's response to their complaint.
(1) If
the electric utility is unable to provide a supervisory review immediately
following the customer's request, then arrangements for the review must be made
for the earliest possible date.
(2)
Service must not be disconnected before completion of the review. If the
customer chooses not to participate in a review, then the company may
disconnect service, providing proper notice has been issued under the
disconnect procedures in §
25.29 of this title (relating to
Disconnection of Service).
(3) The
results of the supervisory review must be provided in writing to the customer
within ten days of the review, if requested.
(4) Customers who are dissatisfied with the
electric utility's supervisory review must be informed of their right to file a
complaint with the commission.
(c) Complaints to the commission.
(1) If the complainant is dissatisfied with
the results of the electric utility's complaint investigation or supervisory
review, the electric utility must advise the complainant of the commission's
informal complaint resolution process. The electric utility must also provide
the customer the following contact information for the commission: Public
Utility Commission of Texas, Office of Customer Protection, P.O. Box 13326,
Austin, Texas 78711-3326, (512) 936-7120 or in Texas (toll-free)
1-888-782-8477, fax (512)936-7003, e-mail address: customer@puc.texas.gov,
internet address: www.puc.texas.gov, and
Relay Texas (toll-free) 1-800-735-2989.
(2) The electric utility must investigate all
complaints and advise the commission in writing of the results of the
investigation within 15 days after the complaint is forwarded to the electric
utility. For complaints filed with the commission before September 1, 2023, the
deadline is 21 days after the complaint is forwarded.
(3) The electric utility must keep a record
for two years after determination by the commission of all complaints forwarded
to it by the commission. This record must show the name and address of the
complainant, the date, nature and adjustment or disposition of the complaint.
Protests regarding commission-approved rates or charges must require no further
action by the electric utility need not be recorded.
Notes
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