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Before submitting a complaint with the PUCT

Please contact your electric service provider first and allow them to investigate your complaint. If you are unable to come to a satisfactory resolution with your service provider, you may then submit a complaint with the PUCT.

Please correct the following errors:

Electric Complaint Form

Complaint Information

To start addressing the complaint, the PUCT needs all the information in the required fields that are marked with an *. Please provide us as much detail as possible.

What are Power Line Safety and Other Equipment Issues?

Complaints related to electric service delivery utilities such as a downed electrical pole, downed power lines, low-lying power lines, sparking transformer that could cause harm to the public.

What are Billing Issues?

Complaints related to:

Amount a customer has been billed; or
Rates and charges
Deposits and refunds
No bills received
State program and fees
Any rule or tariff related to the billing of the customer’s account

What is Cramming?

“Cramming” is adding of charges for optional services to a customer’s electric bill without permission.

What is Provision of Service?

Complaints related to:

Timely initiation of service
Refusal of service
Fraud, deception or misleading information
Customer service

What is Disconnection of Service?

Complaints related to disconnection of service, including:

Lack of appropriate notice
Service disconnected while a billed amount is in dispute
Service not reconnected after payment
Amount due in dispute
Other reasons

What are Quality of Service Issues?

Complaints related to delivery of electric service such as power surges or power outages.

What are Metering Issues?

Complaints related to:

Meter tampering
Denial of access
Meter re-read
Meter testing
Higher or increased consumption
Estimated usage

What are Advanced Metering Issues?

Complaints related to Advanced Metering Systems (AMS) or smart meters that communicate energy consumption data to Retail Electric Providers (REPs).

What are Submetering, Allocation or Master Metering Issues?

Submetering, Allocation or Master Metering Issues includes complaints related to electric service provided, billing, allocation and service disconnections for customers living in apartments, condominiums, mobile home parks, and other multiple unit complexes. The property owner bills and allocates for electric service consumption instead of an electric company.

What is Switch-Hold?

Complaints related to failure to remove a switch-hold and failure to disclose a switch-hold. A switch-hold prevents the customer from switching to another retail electric provider until they have satisfied their payment obligations related to a deferred payment plan or meter tampering charges.

What is Slamming?

“Slamming”, is switching of a customer’s electric service without the customer’s permission. It can also mean continuing to process a switch after a customer has cancelled a switch request.