(a) Complaints to the electric utility. A customer
or applicant may file a complaint in person, by letter, or by telephone
with the electric utility. The electric utility must promptly investigate
and advise the complainant of the results within 21 days.
(b) Supervisory review by the electric utility. Any
electric utility customer or applicant has the right to request a
supervisory review if they are not satisfied with the electric utility's
response to their complaint.
(1) If the electric utility is unable to provide a
supervisory review immediately following the customer's request, then
arrangements for the review must be made for the earliest possible
date.
(2) Service must not be disconnected before completion
of the review. If the customer chooses not to participate in a review,
then the company may disconnect service, providing proper notice has
been issued under the disconnect procedures in §25.29 of this
title (relating to Disconnection of Service).
(3) The results of the supervisory review must be provided
in writing to the customer within ten days of the review, if requested.
(4) Customers who are dissatisfied with the electric
utility's supervisory review must be informed of their right to file
a complaint with the commission.
(c) Complaints to the commission.
(1) If the complainant is dissatisfied with the results
of the electric utility's complaint investigation or supervisory review,
the electric utility must advise the complainant of the commission's
informal complaint resolution process. The electric utility must also
provide the customer the following contact information for the commission:
Public Utility Commission of Texas, Office of Customer Protection,
P.O. Box 13326, Austin, Texas 78711-3326, (512) 936-7120 or in Texas
(toll-free) 1-888-782-8477, fax (512)936-7003, e-mail address: customer@puc.texas.gov,
internet address: www.puc.texas.gov, and Relay Texas (toll-free) 1-800-735-2989.
(2) The electric utility must investigate all complaints
and advise the commission in writing of the results of the investigation
within 15 days after the complaint is forwarded to the electric utility.
For complaints filed with the commission before September 1, 2023,
the deadline is 21 days after the complaint is forwarded.
(3) The electric utility must keep a record for two
years after determination by the commission of all complaints forwarded
to it by the commission. This record must show the name and address
of the complainant, the date, nature and adjustment or disposition
of the complaint. Protests regarding commission-approved rates or
charges must require no further action by the electric utility need
not be recorded.
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