Your electricity company overcharged you, ignored your calls, or enrolled you in a plan you didn’t agree to. Customer service gave you the runaround. Now what?
You file a PUCT complaint. The Public Utility Commission of Texas handles these for free, and providers take them seriously because complaint ratios are public record.
Here’s exactly how to do it and what to expect.
What the PUCT Does
One agency in Austin holds the power to fine, penalize, and even shut down your electricity provider. The Public Utility Commission of Texas regulates the state’s electricity market. Among other things, it:
- Licenses retail electric providers (REPs)
- Enforces consumer protection rules
- Investigates complaints against providers
- Publishes provider complaint scorecards
- Can fine or revoke licenses from providers that violate rules
When you file a complaint, the PUCT assigns a caseworker who contacts the provider and mediates the dispute. Providers are required to respond. Most complaints resolve within 30-60 days.
What Qualifies as a Complaint
Not every gripe qualifies, but the bar is lower than you’d think. The PUCT handles complaints about:
- Billing errors: Incorrect charges, unexplained fees, bills that don’t match your EFL terms
- Unauthorized charges: Fees you didn’t agree to, rate changes without proper notice
- Slamming: Being switched to a different provider without your consent
- Cramming: Unauthorized third-party charges added to your electricity bill
- Deposit disputes: Unreasonable deposit amounts, failure to refund deposits after 12 months
- Service disconnection issues: Disconnected without proper notice, disconnected during protected periods
- Contract violations: Provider changed terms mid-contract, misrepresented plan details
- Customer service failures: Provider unreachable, unresolved issues after multiple contacts
- Early termination fee disputes: ETF charged unfairly, waiver not honored
The PUCT does not handle complaints about:
- TDU delivery charges (regulated separately)
- Power outages caused by the grid (that’s ERCOT)
- Rates that are high but accurately disclosed in the EFL (they can charge what they disclosed)
- Issues with municipal or co-op utilities (different regulatory bodies)
Step 1: Try to Resolve It Directly First
Skip this step and the PUCT’s first question will be “did you contact the provider?” Before filing a PUCT complaint, give the company a documented chance to fix it. Providers sometimes resolve issues faster when they realize a formal complaint is coming.
Document Everything
- Call customer service and note the date, time, representative name, and what they said
- Follow up with an email summarizing the call (creates a paper trail)
- Give them 5-7 business days to respond
- If they don’t resolve it, you have documentation showing you tried
Escalate Within the Company
Ask to speak with a supervisor or manager. Some companies have a dedicated “executive complaints” or “office of the president” team that handles escalated issues. These teams have more authority to issue credits and fix billing errors.
If two attempts don’t resolve the issue, move to Step 2.
Step 2: Gather Your Documentation
The difference between a complaint that gets resolved in 2 weeks and one that drags for 2 months? Evidence. Collect:
- Account number and service address
- Copies of your Electricity Facts Label (the one you enrolled under)
- Relevant bills showing the disputed charges
- Screenshots or records of conversations with customer service
- Your contract terms if the dispute involves contract violations
- Photos of disconnect notices if applicable
- Bank statements showing payments made (if the provider claims nonpayment)
The more specific your documentation, the faster the PUCT can act.
Step 3: File the Complaint
Filing takes about 15 minutes. You have three ways to do it:
Online (Fastest)
Visit the PUCT’s online complaint portal at puc.texas.gov. Click “File a Complaint” and fill out the form. You can attach documents electronically.
The online form asks for:
- Your name and contact information
- Provider name and your account number
- Service address
- Description of the problem
- What resolution you’re seeking
- Any supporting documents
By Phone
Call 1-888-782-8477 (toll-free) during business hours. A representative will take your complaint information over the phone and file it on your behalf.
This is the best option if you’re uncomfortable with online forms or need help describing the issue.
By Mail
Send a written complaint to:
Public Utility Commission of Texas P.O. Box 13326 Austin, TX 78711-3326
Include all the information listed above. Mail is the slowest option—allow 2-3 weeks for processing before your case is assigned.
Step 4: What Happens After You File
Your complaint doesn’t vanish into a bureaucratic void. Here’s the actual timeline.
Week 1-2: Case Assignment
The PUCT assigns your complaint to a caseworker who reviews the details and contacts your electricity provider. The provider is required to respond—ignoring the complaint isn’t an option.
Week 2-4: Provider Response
Your provider investigates the complaint and submits their response to the PUCT. The caseworker reviews both sides and may request additional information from either party.
Week 3-8: Resolution
Most complaints resolve in one of these ways:
- Provider agrees you’re right: They issue a credit, refund, or correction
- Provider offers a compromise: Partial credit, rate adjustment, or contract modification
- PUCT finds no violation: The provider’s actions were within their disclosed terms
- Mediation: The caseworker facilitates a resolution both parties accept
If you disagree with the outcome, you can request an informal review. If that doesn’t resolve it, you can request a formal hearing.
Average Timeline
Simple billing disputes: 2-4 weeks Complex cases (slamming, contract violations): 4-8 weeks Cases requiring formal hearing: 3-6 months
Common Complaint Scenarios
These four situations generate the most PUCT complaints in Texas.
Scenario 1: Rate Doesn’t Match What Was Promised
A sales rep told you the rate would be 10 cents per kWh, but your bill shows 14 cents. If the EFL shows 14 cents, the provider will argue you agreed to the EFL rate. If the EFL shows 10 cents, you have a strong case.
Key evidence: The EFL you received at enrollment. If you don’t have it, the PUCT can pull it from the provider’s records.
Scenario 2: Deposit Not Refunded After 12 Months
You’ve paid on time for 12 months and your deposit hasn’t been returned. Texas law requires providers to refund deposits (with interest) after 12 consecutive months of on-time payments.
Key evidence: 12 months of payment records showing no late payments.
Scenario 3: Disconnected Without Proper Notice
Texas regulations require providers to mail a disconnection notice at least 10 days before cutting power (for postpaid plans). If you were disconnected without notice, the provider violated PUC rules.
Key evidence: Lack of a written disconnection notice, your payment records.
Scenario 4: Unauthorized Provider Switch (Slamming)
You discover you’ve been switched to a new electricity provider without your consent. Slamming is a serious violation in Texas. The PUCT can reverse the switch and penalize the offending provider.
Key evidence: Your account records showing the switch date, lack of any authorization form.
Tips for a Stronger Complaint
Caseworkers process hundreds of complaints per month. Make yours impossible to ignore.
Be Specific
“My bill is too high” is weak. “My January bill charged me 15.2 cents/kWh when my EFL shows 11.5 cents/kWh at 1,000 kWh usage, resulting in a $37 overcharge” is strong.
Include Dollar Amounts
Calculate exactly how much you were overcharged or how much the error cost you. The PUCT resolves specific dollar amounts faster than vague grievances.
State What You Want
“I want a $37 credit for the January overcharge and written confirmation that my correct rate is 11.5 cents/kWh.” Clear resolution requests get clear responses.
Stay Factual
Avoid emotional language. Stick to dates, dollar amounts, and references to specific contract terms or EFL sections. Caseworkers respond to evidence, not frustration.
Mention Specific Rules
If you know the regulation that was violated, cite it. Example: “This disconnection violated PUC Substantive Rule §25.483(j) which requires 10 days written notice.” You don’t need to know the rules to file, but citing them strengthens your case.
How Complaints Affect Providers
Your PUCT complaint isn’t just about your $37 refund. It hits providers in three places that matter:
Public Complaint Scorecards
The PUCT publishes complaint ratios for every licensed provider. High complaint ratios appear on comparison websites and erode consumer trust. Providers actively try to keep their numbers low.
Financial Penalties
The PUCT can fine providers for regulatory violations. Fines range from hundreds to hundreds of thousands of dollars depending on severity and whether the violation is systematic.
License Actions
In extreme cases, the PUCT can suspend or revoke a provider’s license to sell electricity in Texas. This is rare but has happened when providers engaged in systematic fraud or consumer abuse.
Alternative Escalation Paths
The PUCT isn’t your only option. Depending on the violation, these channels can apply pressure too.
Texas Attorney General
If the issue involves deceptive trade practices (false advertising, bait-and-switch tactics, fraud), the Texas Attorney General’s Consumer Protection Division investigates at no cost. File at texasattorneygeneral.gov.
Better Business Bureau
Filing a BBB complaint doesn’t have regulatory teeth, but many providers respond quickly to BBB complaints because they affect their BBB rating.
Social Media
Public complaints on Twitter/X, Facebook, and Google Reviews often get faster responses from provider communications teams than calling customer service. Tag the provider and describe the issue factually.
The Bottom Line
The PUCT complaint process works. Providers know that high complaint ratios damage their reputation, and most resolve complaints quickly once the PUCT is involved.
Before filing:
- Try resolving directly with the provider (and document everything)
- Gather your EFL, bills, and communication records
- Calculate specific dollar amounts
When filing:
- Be specific and factual
- State exactly what resolution you want
- Attach all supporting documents
After filing:
- Respond promptly to any PUCT requests for information
- Allow 2-8 weeks for resolution
- Escalate to a formal hearing if the informal resolution is unsatisfactory
If your provider isn’t treating you right, you’re not stuck. The regulatory system exists to protect you—use it.
For help understanding your bill and what you should be paying, check our guides on how to read your electricity bill and the Electricity Facts Label explained.
Frequently Asked Questions
How long does a PUCT complaint take to resolve?
Most PUCT complaints resolve within 2-8 weeks. Simple billing disputes typically take 2-4 weeks. Complex cases involving contract violations or slamming can take 4-8 weeks. If a formal hearing is needed, the timeline extends to 3-6 months.
Does filing a PUCT complaint cost anything?
No. Filing a complaint with the Public Utility Commission of Texas is completely free. You can file online, by phone (1-888-782-8477), or by mail. There are no filing fees, no attorney requirements, and no hidden costs. The entire process is designed for consumers to handle on their own.
Can the PUCT force my electricity company to give me a refund?
Yes, if the PUCT finds that your provider violated regulations or contract terms, they can order corrections including billing credits and refunds. They can also impose fines on providers for regulatory violations. Most providers prefer to resolve complaints before the PUCT issues a formal ruling.
Will filing a complaint affect my electricity service?
No. Texas law prohibits providers from retaliating against customers who file PUCT complaints. Your service cannot be disconnected, your rate cannot be changed, and your account cannot be penalized because you filed a complaint. If you experience any retaliation, report it as a separate violation.