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Office of Texas Public Utility commission
April 6, the Public Utility Commission of Texas (PUCT) approved rule changes reducing the number of days an electric service provider has to respond to consumer complaints. Effective Sept. 1, electric service providers must respond within 15 days – instead of the 21 days currently afforded the businesses.
“This rule change will speed up the complaint resolution process for electricity consumers in Texas and allow … to help more customers resolve issues with their electric service providers. The rule change also brings greater consistency to the agency’s complaint process by making response deadlines uniform across water and electric complaints,” the PUCT announced April 6.
PUCT Commissioners approved the rule change, along with additional revisions to Chapter 25 Substantive Rules Applicable to Electric Service Providers.
The PUCT “encourages consumers who experience an issue with their electric, water and sewer, or telecommunications service to first contact their service provider to resolve the issue. If the consumer is unable find a suitable resolution with their provider, they can contact the PUCT’s Customer Protection Division for assistance or file an informal complaint.”