Article
The Public Utility Commission of Texas (PUC) is the state agency which regulates the rates and services of investor-owned electric and local telephone companies, and establishes service standards for regulated electric companies. In 1995, the legislature enacted House Bill 2128, opening local exchange telecommunications markets to competition, providing a framework for competitive local exchange carriers to obtain authority to provide local exchange service. In 1999, the legislature passed Senate Bill 7 which restructured the electric utility industry and provided for retail customer choice beginning January 1, 2002. Since deregulation occurred in these utility markets, electric and local telephone service consumers have had many choices when purchasing these services. At the same time, it can cause some confusion for consumers when they have problems with their service. Sometimes, consumers do not know who to call or contact to resolve a problem they have with their retail electric or local telephone service provider. The Public Utility Commission's website (www.puc.state.tx.us) is a good source of information on resolving these conflicts.If you have a problem with your service provider, you should first contact your electric or telephone company. Provide the company with a detailed description of the problem and all the necessary facts. The company should investigate your concern and let you know what action it plans to take. If you do not hear from the company within a reasonable time, or if you are not satisfied with the company's action, you can file a complaint with the Customer Protection Division at the PUC. Remember, however, that rates established by municipal electric utilities and electric cooperatives do not fall into the jurisdiction of the PUC.When filing a complaint with the PUC, it is best to submit it in writing, although informal complaints may be made by telephone. No special form is needed, but statements should be complete and clear so that the PUC staff has all the facts. The complaint should include the following information: your name, address and telephone number; the company's name, address and telephone number; your account number, if any; an explanation of the facts and the specific resolution you are seeking; and any documentation to support your complaint, such as a copy of the bill.You can contact the PUC costumer assistance hotline toll-free by calling 1-888-782-8477. Complaints can be faxed to (512) 936-7003, emailed to customer@puc.state.tx.us or mailed to PUC - Customer Protection, P.O. Box 13326, Austin, TX 78711-3326. Complaints can also be filed online at www.puc.state.tx.us/ocp/complaints/filing.cfm. Once a complaint is filed with the PUC, the complaint is assigned to an investigator for evaluation. The investigator contacts your electric or telephone company and the company has 21 days to investigate and respond to the PUC. After receiving the company's response, the investigator makes an evaluation to determine if the company is at fault. The PUC will send both you and your company a letter about the investigator's conclusions.I encourage you to contact me with your questions or comments this or any issue of state government. You can reach me by writing to P.O. Box 2910, Austin, TX 78768-2910 or by e-mailing me at larry.phillips@house.state.tx.us.
Gallery