Policies

PUCT of Texas Compact with Texans

Customer Service Principles

At the Public Utility Commission, our mission is to protect utility customers, foster market competition, and promote high-quality telephone, electric, water and sewer utility infrastructure. As a citizen of Texas, you can expect that we will:

• Provide exemplary customer service in disseminating educational information, assisting customers to resolve disputes concerning electric, telecommunications services, and water and sewer retail utility service and ensuring compliance with relevant law and regulations.
• Implement the Public Utility Regulatory Act in a way that observes the letter and captures the spirit of the legislative directives.
• Resolve contested matters efficiently, emphasizing collaboration and consensus.

We pledge to provide high quality customer service. As a direct customer of PUCT services, you can expect us to:

• Treat you with courtesy and respect.
• Be fair, ethical and professional.
• Provide timely and responsive service.
• Give you clear, accurate and consistent information.
• Follow through on our commitments.
• Strive for continuous improvement in all of our services.

PUCT Services

We are responsible for regulating certain services provided by telephone, electric and retail water and sewer utilities in Texas and for protecting utility customers. Important services that we offer to our customers include:

• Answering questions about services you receive as a customer of a telephone, electric or retail water or sewer utility.
• Resolving complaints by utility customers about their utility service.
• Assisting utility companies so that they may do business in Texas and offer rates that will foster competition.
• Providing public access to extensive electronic public records.

Customer Service Objectives

As employees of the Public Utility Commission, we aspire to provide excellent customer service in representing the State of Texas. We will respond fully and factually in addressing every request for service, and we take care in responding to urgent or life-threatening situations with every possible resource at our command. We follow through in keeping the commitments we make in responding to a service request. Earning your respect and satisfaction is our goal.

PUCT Customer Service Standards

• Provide outstanding service to customers by responding to inquiries or complaints in a prompt, courteous, and accurate manner.
• We will process requests for public records under the Open Records Act within 10 business days of receipt and will expedite requests when we are able.
• We will maintain detailed up-to-date information on our web site and maintain technology for quick access throughout our site.

PUCT Organization

The Public Utility Commission is organized under the direction of three full-time appointed commissioners and the executive director, who is selected by the commissioners. Seven divisions implement the agency's policy goals and strategies: the Consumer Protection Division, the Office of Policy and Docket Management Division, the Competitive Markets Division, the Infrastructure and Reliability Division, the Oversight and Enforcement Division, the Rate Regulation Division, the Water Utility Regulation Division, and the Legal Division. Also, Public and Governmental Relations, Administration, General Counsel, and Information Services are composed of staff that work under the Executive Director to support the work of the entire Commission.

Contacting the PUC

If you are a utility customer with a question or complaint about your telephone, electric service, or retail water or sewer service please let us know. You can contact the Public Utility Commission by visiting our offices, writing to us, by telephone, by fax, accessing our Internet web site, and by email.

 

Customer Relations Representative

We invite your comments and suggestions about the services the Public Utility Commission provides and the quality of those services. We strive for continuous improvement in our processes and your feedback is important to us. If you have questions, comments, suggestions, or complaints about our services, please let us know by contacting our Customer Relations Representative.