Public Utility Commission of Texas

The Public Utility Commission of Texas (PUC) is the state agency responsible for ensuring Texans receive fair, reliable, and reasonably priced utility services, including electricity, telecommunications, and water.

• Established in 1975, the PUC initially regulated utility monopolies, ensuring they didn’t overcharge customers with no choice in their provider.
• Deregulation changed its role – When Texas deregulated its electricity market, the PUC shifted from regulating prices to overseeing competition, enforcing consumer protections, and maintaining market fairness.

What Does the PUC Do Today?

• Oversees Retail Electricity Providers (REPs) – Ensures providers operate within Texas laws and serve customers fairly.
• Protects Consumers – Handles complaints, prevents deceptive practices, and educates Texans about their electricity rights.
• Works with ERCOT – Helps maintain grid stability and reliability.
• Regulates Non-Deregulated Areas – Sets electricity rates for parts of Texas that remain under a regulated utility system.

Why the PUC Matters to You

If you have a billing dispute, service issue, or complaint about an electricity provider, you can file a complaint with the PUC or learn more about your rights at PUCTexas.gov.

In 2002, Texas lawmakers passed deregulation legislation, transforming the electricity market by allowing consumer choice and introducing competition among providers.

With deregulation, Texans were given the power to shop for electricity plans that fit their needs and budgets, spurring providers to offer better rates and services.

Since then, the PUC has become a watchdog in the deregulated market, enforcing fair practices and ensuring providers comply with industry standards.

The PUC also oversees the Electric Reliability Council of Texas (ERCOT), which manages the state’s electricity grid for over 26 million Texans.

The PUC ensures that Texas’s electricity market operates smoothly, fairly, and reliably.

As a Texas consumer, the PUC indirectly influences your electricity plan options by overseeing the marketplace and holding providers accountable for fair practices.

Here’s how the PUC impacts your electric utility choice:

• Monitoring Providers: The PUC monitors energy providers, ensuring they follow regulations and deliver reliable services.
• Overseeing ERCOT: The PUC manages ERCOT to help ensure electricity is delivered safely and efficiently across Texas.
• Protecting Consumer Rights: If a provider doesn’t uphold their end of the contract, the PUC steps in to help consumers resolve disputes.

Essentially, the PUC is your advocate, ensuring that your electricity plan and provider meet Texas standards.

If you’re dissatisfied with your electricity provider or believe they’ve violated your rights, the PUC is there to help.

Here’s a straightforward guide on how to file a complaint:

Step 1: Try to Resolve with Your Provider

Before involving the PUC, explaining your issue directly to your provider is a good idea.

Customer service can resolve many problems, especially if it’s a billing or service-related question.

Step 2: File an Informal Complaint

If you can’t resolve your issue with the provider, file an informal complaint with the PUC. You can do this online or by calling their customer service.

Once your complaint is submitted, the PUC will investigate by gathering evidence and reviewing the details of your case.

They’ll then present this information to your provider to encourage a fair resolution.

Step 3: Consider a Formal Complaint

If your issue remains unresolved, you can file a formal complaint, though this process is more involved and resembles a court case.

The PUC recommends consulting with an attorney for formal complaints, which can be time-consuming and require legal support.

When to Cut Ties: Sometimes, if you’re unsatisfied with the provider’s response and the issue persists, it may be best to switch providers altogether.

As a Texan, you have rights that protect you from unfair practices by your utility providers. Here are some key rights to be aware of:

• Right to Clear Information: Providers must give you clear information about rates, terms, and conditions, often outlined in the Electricity Facts Label (EFL) for each plan.
• Right to Fair Treatment: Your provider should treat you fairly and cannot discriminate based on income, race, or age.
• Right to Switch: In Texas’s deregulated market, you can switch providers if you are unsatisfied with your current plan or service.

You can seek resolution through the above complaint process if your provider violates these rights.

Navigating Texas’s electricity market can be overwhelming.

With so many plans and providers, it’s easy to feel lost or end up with a plan that doesn’t meet your needs.

Here’s how Compare Power helps make this process easier:

• Personalized Comparisons: Enter your usage details to receive customized recommendations that show the true cost of each plan based on your consumption.
• Transparent Pricing: Compare Power displays the total cost of each plan, including any base fees, so your bill is not surprising.
• Trusted Providers: We screen all providers to ensure you’re selecting from reputable companies that comply with PUC standards.

Without Compare Power, you might waste time navigating confusing plan details or get stuck with an overpriced or poorly suited electricity plan.

1. Understand Your EFL (Electricity Facts Label): Every plan has an EFL that details the rate structure, fees, and terms. Reviewing it can help you avoid unexpected costs.
2. Review Terms Regularly: Providers may change terms over time, especially if you’re on a variable-rate plan. Reviewing your contract regularly can help you stay aware of changes.
3. Stay Informed: Texas’s deregulated market offers you the power to choose, but also requires staying informed. Platforms like Compare Power can simplify your search, but understanding your options is key.

Now that you understand the PUC’s role and your rights as a consumer, you’re better equipped to navigate the electricity market confidently.

Whether you want to start electric service, switch providers, or find a cheaper plan, Compare Power makes the process easy and transparent.