How to File a Complaint

The Office of Public Utility Counsel (OPUC) represents residential and small business telephone and electric consumers in utility matters that come before the Public Utility Commission (PUC), the Electric Reliability Council of Texas (ERCOT), the Federal Regulatory Commission, the Federal Communications Commission, 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 customers or provide individual legal advice. OPUC does provide information and assistance and directs individuals to the appropriate agency when necessary. The PUC is the regulating state agency responsible for handling utility complaints.

*** If you have a problem with a retail 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 PUC.

If your electric utility is city owned, you can contact your city manager, city council representative, or mayor to assist you. Electric cooperative customers should contact their co-op for more information.

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

The complaint should include the following information:

Your name, address, and telephone number.
Company's name, address, and telephone number.
Account number, if any.
An explanation of the facts and the specific resolution you are seeking.
Any documentation to support your complaint, such as a copy of the bill.

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

All complaints should include the exact same information required by the PUC Customer Protections Division.

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

Cable Television:
If you have a complaint, contact your local cable board or the Federal Communications Commission at: http://esupport.fcc.gov/complaints.htm
Cellular Service
If you have a complaint, contact your local Better Business Bureau or the FCC at: http://esupport.fcc.gov/complaints.htm
Internet Services
If you have a complaint, contact the Federal Trade Commission (FTC) at: http://www.ftc.gov/bcp/consumer.shtm
Long distance
If you have a complaint, contact the FCC at: http://esupport.fcc.gov/complaints.htm
Pre-paid calling cards
If you have a complaint, contact the FCC at: http://esupport.fcc.gov/complaints.htm

Municipal, Gas and Water Utilities

Municipal Utilities
Municipal utilities are governed by a local board or city council. Utility rates and service policies are set by these local entities. Contact your local city council or utility board regarding municipal utilities such as electric and water service.
Gas Utility Service
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

Water Utility Service
The Texas Commission on Environmental Quality (TCEQ) is responsible for the general supervision and oversight of water districts and utilities, including the processing of petitions to create a district and applications to approve a utility service area.

You may also e-mail complaints to the TCEQ at: cmplaint@tceq.state.tx.us

Contact the TCEQ (toll-free): 1-888-777-3186
Website: http://www.tceq.state.tx.us/

You may write to the TCEQ:
TCEQ
P.O. Box 13087
Austin, TX 78711-3087