PUCT reminds public of consumer protection rules
Jul. 19—AUSTIN — The Public Utility Commission of Texas (PUCT) is reminding Texans of electric industry rules that protect consumers from disconnection due to financial difficulties or during extreme heat and require providers to offer bill payment assistance.
"As Texans along the Gulf Coast continue to recover from Hurricane Beryl and summer temperatures hold across the state, it's important for all consumers to be aware of the rules and financial resources in place to protect them and their electricity service," PUCT Executive Director Connie Corona said in a news release. "Ensuring the power stays on for all Texans, regardless of their financial situation, is a top priority for all of us at the PUCT."
Several utilities impacted by Hurricane Beryl have suspended disconnections to allow consumers more time to recover from the storm. More details on these suspensions are available in this memo.
PUCT customer protection rules require retail electric providers (REPs) to offer bill payment assistance programs and to explain the eligibility requirements. Electric cooperatives and municipally owned utilities in Texas are not subject to this rule; however, most offer some form of bill assistance.
A customer who cannot pay a bill in full should contact their REP. If a customer indicates an inability to pay, the REP must inform the customer of all applicable payment options and assistance. Depending on the customer's payment history, one of the following options may available:
— A payment arrangement is an agreement between the REP and a customer to pay a bill after its due date, but before the next bill. This is sometimes called "an extension."
— A deferred payment plan allows a customer to pay an outstanding balance in installments. The initial payment required cannot be more than half the amount due. The REP must allow the customer at least five bills to pay the remainder. The REP may apply a switch-hold to the customer's account that will prevent the customer from switching to another REP until the plan is paid in full. A deferred payment plan must be made available for a bill that becomes due in July, August, or September.
Investor-owned utilities are required to offer similar payment assistance options to their customers. More information on the requirements for investor-owned utilities is available in Section 25.28(i) of the PUCT's rules.
PUCT customer protection rules also prohibit the disconnection of a customer's electricity service for non-payment during extreme weather emergencies, including during extreme heat. The PUCT's definition of an extreme weather emergency follows National Weather Service advisory criteria and is outlined in the rule (Chapter 25, Section 25.483 and 25.29i). Additionally, REPs are required to offer deferred payment plans for bills that become due during extreme weather.
The PUCT encourages all consumers who may be experiencing financial challenges related to their energy bill to contact their provider to see what assistance is available or call 211 for information on other programs in their area. Additionally, the Texas Department of Housing and Community Affairs offers an online tool for consumers to search for utility bill assistance in their area.
The PUCT has additional protections for consumers who are ill or disabled and have established that any disconnection in service would cause illness or the worsening of an existing illness. For more information on these protections, visit the PUCT's Know Your Rights webpage.
In addition to these rules and resources, the PUCT's Consumer Protection Division is always available to work with Texans to reconcile issues related to their utility service. Consumers are encouraged to first contact their electric provider to resolve their issue, and if they are unable to reach a resolution, they can contact CPD by emailing [email protected] or calling 1-888-782-8477.
The PUCT's Power to Save website provides energy saving tips and other helpful consumer resources.
