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About the PUCT

Consumer Protection

Contact a PUCT Representative:

Phone
1-888-782-8477
or 512-936-7120

Fax
1-512-936-7003

TTY
1-800-735-2988

Email
consumer@puc.texas.gov

The PUCT's Consumer Protection Division (CPD) assists consumers with questions and complaints about their electric, water and wastewater and telecom utility services, billing practices and operations. The PUCT does not regulate municipally owned utilities or cooperative electric utilities.

Consumers should always contact their utility provider first to resolve any questions or conflicts involving service or billing. If they feel their issue is not being addressed appropriately, they should contact the PUCT's consumer protection team for assistance.

2,031

Call Volume

In November

English Calls:	1,846
Spanish Calls:	185

339

Calls Per Staff

in November

493

Average Calls Per Staff

YTD

2024 Investigation Report YTD

New Complaints

11,746

Electric:	8,848
Telephone:	312
Water:	1,722
No Call:	864

Complaints Closed:

10,573

Avg Days to Resolve:

14.16 Days

Refunds and Bill Credits:

$381,783

SUBMIT A COMPLAINT WITH THE PUCT

The PUCT strives to maintain a system to promptly and efficiently act on consumer complaints by providing information about how to file complaints, its procedures for complaint investigation, disposition or resolution.

If you are unable to come to a satisfactory resolution with your provider, you should then file a complaint with the PUCT Consumer Protection Division. Before you begin the process, it is important that you understand your rights as a utility customer.

Know Your Rights The Complaint Process