Texas Administrative Code
Title 16 - ECONOMIC REGULATION
Part 2 - PUBLIC UTILITY COMMISSION OF TEXAS
Chapter 25 - SUBSTANTIVE RULES APPLICABLE TO ELECTRIC SERVICE PROVIDERS
Subchapter B - CUSTOMER SERVICE AND PROTECTION
Section 25.31 - Information to Applicants and Customers
Universal Citation: 16 TX Admin Code § 25.31
Current through Reg. 50, No. 13; March 28, 2025
(a) Information to applicants. Each electric utility must provide this information to applicants when they request new service or transfer existing service to a new location:
(1) the electric utility's
lowest-priced alternatives available at the applicant's location. The
information must begin with the lowest-priced alternative and give full
consideration to applicable equipment options and installation
charges;
(2) the electric utility's
alternate rate schedules and options, including time of use rates and renewable
energy tariffs if available; and
(3) the customer information packet described
in subsection (c) of this section. This is not required for the transfer of
existing service.
(b) Information regarding rate schedules and classifications and electric utility facilities.
(1) Each utility must notify
customers affected by a change in rates or schedule of
classifications.
(2) Each electric
utility must maintain copies of its rate schedules and rules in each office
where applications are received.
(3) Each electric utility must post a notice
in a conspicuous place in each office where applications are received,
informing the public that copies of the rate schedules and rules relating to
the service of the electric utility, as filed with the commission, are
available for inspection.
(4) Each
electric utility must maintain a current set of maps showing the physical
locations of its facilities that includes an accurate description of all
facilities (substations, transmission lines, etc.). These maps must be kept by
the electric utility in a central location and will be available for commission
inspection during normal working hours. Each business office or service center
must have available up-to-date maps, plans, or records of its immediate service
area, with other information as may be necessary to enable the electric utility
to advise applicants, and others entitled to the information, about the
facilities serving that locality.
(c) Customer information packets.
(1) The information packet must be entitled
"Your Rights as a Customer". Cooperatives may use the title, "Your Rights as a
Member".
(2) The information
packet, containing the information required by this section, must be mailed to
all customers on at least every other year at no charge to the
customer.
(3) The information must
be written in plain, non-technical language.
(4) The information must be provided in
English and Spanish; however, an electric utility is exempt from the Spanish
language requirement if 10% or fewer of its customers are exclusively
Spanish-speaking. If the utility is exempt from the Spanish language
requirement, it must notify all customers through a statement in both English
and Spanish, in the packet, that the information is available in Spanish from
the electric utility, both by mail and at the electric utility's
offices.
(5) The information packet
must include all of the following:
(A) the
customer's right to information concerning rates and services and the
customer's right to inspect or obtain at reproduction cost a copy of the
applicable tariffs and service rules;
(B) the electric utility's credit
requirements and the circumstances under which a deposit or an additional
deposit may be required, how a deposit is calculated, the interest paid on
deposits, and the time frame and requirement for return of the deposit to the
customer;
(C) the time allowed to
pay outstanding bills;
(D) grounds
for disconnection of service;
(E)
the steps that must be taken before an electric utility may disconnect
service;
(F) the steps for
resolving billing disputes with the electric utility and how disputes affect
disconnection of service;
(G)
information on alternative payment plans offered by the electric utility,
including, but not limited to, deferred payment plans, level billing programs,
average payment plans, as well as a statement that a customer has the right to
request these alternative payment plans;
(H) the steps necessary to have service
reconnected after involuntary disconnection;
(I) the customer's right to file a complaint
with the electric utility, the procedures for a supervisory review, and right
to file a complaint with the commission, regarding any matter concerning the
electric utility's service. The commission's contact information: 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.state.tx.us,
internet address: www.puc.state.tx.us,
and Relay Texas (toll-free) 1-800-735-2989, must accompany this information;
(J) the hours, addresses, and
telephone numbers of electric utility offices and any authorized locations
where bills may be paid and information may be obtained or a toll-free
telephone number that would provide the customer with this
information;
(K) a toll-free
telephone number or the equivalent (such as WATS or collect calls) where
customers may call to report service problems or make billing
inquiries;
(L) a statement that
electric utility services are provided without discrimination as to a
customer's race, color, sex, nationality, religion, or marital status, and a
summary of the company's policy regarding the provision of credit history based
upon the credit history of a customer's former spouse;
(M) notice of any special services such as
readers or notices in Braille, if available, and the telephone number of the
text telephone for the deaf at the commission;
(N) how customers with physical disabilities,
and those who care for them, can identify themselves to the electric utility so
that special action can be taken to inform these persons of their
rights.
(O) the customer's right to
have his or her meter tested without charge under §
25.124 of this title (relating to
Meter Testing);
(P) the customer's
right to be instructed by the utility how to read his or her meter, if
applicable;
(Q) a statement that
funded financial assistance may be available for persons in need of assistance
with their electric utility payments, and that additional information may be
obtained by contacting the local office of the electric utility, Texas
Department of Housing and Community Affairs, or the Public Utility Commission
of Texas. The main office telephone number (toll-free number, if available) and
address for each state agency must also be provided; and
(R) information that explains how a
residential customer can be recognized as a critical load customer, the
benefits of being a critical load customer in an emergency situation, and the
process for being placed on the critical load list. For the purposes of this
section a "critical load residential customer" is defined as a residential
customer who has a critical need for electric service because a resident on the
premises requires electric service to maintain life.
Disclaimer: These regulations may not be the most recent version. Texas may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
This site is protected by reCAPTCHA and the Google
Privacy Policy and
Terms of Service apply.