Filing a Formal Complaint
If the Public Utility Commission of Texas' (PUCT) Consumer Protection Division is unable to resolve your issue, you have the option to file a formal complaint against the utility provider.
A formal complaint involves a legal proceeding with a judge, hearings, attorneys, evidence, and written testimony.
It can address issues within PUCT jurisdiction that are specific to your case but does not lead to fines or penalties for the utility provider. Additionally, it cannot alter PUCT rules or state laws, nor provide compensation for damages.
Participation is Key:
Your active participation is crucial in the formal complaint process. A PUCT attorney is assigned to your case but represents the interests of the general public. The attorney cannot offer legal advice or file anything on your behalf. You must engage with the judge, provide evidence, and attend hearings for the complaint - Just filing the formal complaint is not enough. The formal complaint can be thrown out if you do not participate.
How to file a formal complaint:
Write a detailed letter to the PUCT describing your complaint. Submit your letter using the PUCT's Interchange Filer. Detailed instructions for using the Interchange Filer can be found on the PUCT website.
Please include the following in your letter:
- Your name, service address, billing address, and phone number.
- The name of the utility provider.
- A description of the problem and your desired outcome of the complaint (i.e. refund, change of service, etc.)
- Any documentation that supports your complaint.
- A copy of the letter from the Consumer Protection Division that provided the results of the informal complaint.
- Information that you submit is public and can be seen by the other people following the case.