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How to File a Complaint

The Office of Public Utility Counsel (OPUC) represents residential and small commercial electric, telephone and water consumers in utility matters that come before the Public Utility Commission (PUC), the Electric Reliability Council of Texas (ERCOT), the Federal Energy Regulatory Commission (FERC), the Federal Communications Commission (FCC) and in state and federal courts to ensure that just and reasonable rates and reliable and capable services are available to them in an increasingly competitive environment. OPUC does not, however, generally represent individual consumers or provide individual legal advice. OPUC does provide information and assistance and directs individuals to the appropriate agency when necessary. 

If you have a problem with a utility, you should first make the utility aware of your complaint and give them an opportunity to address your concerns. If you are not satisfied with the utility’s decision, you should file a complaint with the proper regulatory agency.

 

Electric, Local Telephone and Water Utility Complaints

texas public utility commission logo

 

 

To file a complaint about your electric, local telephone or water service provider you can:

Call the Consumer Protection Division of the PUC at:

1-888-782-8477 or
in Austin 512-936-7120 (TTY 1-800-735-2988) or

Go to the PUC’s website and file a complaint online at: http://www.puc.state.tx.us/consumer/complaint/Complaint.aspx

Or by fax: 512-936-7003

Or by mail to:

PUC - Consumer Protection
P.O. Box 13326
Austin, TX 78711-3326

The complaint should include the following information:

There is no time limit on filing a complaint, but be sure to do it as soon as possible, with all available documentation. The longer you wait, the more difficult it could be to resolve the problem.

If your problem is still unresolved after you have filed a complaint with your utility and the PUC, or you have additional questions, you may contact OPUC:

By phone: 512-936-7500

By Fax: 512-936-7525

By e-mail: customer@opuc.texas.gov

Please make sure to provide OPUC with the same information you provided to the PUC's Consumer Protection Division.

 

 

Gas Service Complaints

texas railroad commission logo

 

 

 

 

Gas utility service is regulated by the Railroad Commission of Texas (RRC). Complaints about your gas service should be directed to the RRC.

Website: http://www.rrc.state.tx.us

Office of Public Assistance (toll-free): 1-877-228-5740

You may write to the RRC:

Railroad Commission of Texas
P.O. Box 12967
Austin, Texas 78711-2967

 

Other Service Complaints

The state does NOT regulate all or most aspects of the following utilities and services: