How to File a PUCT Complaint Against Your Light Company

Your light company just hung up on you. Again. They overcharged you, refused to fix a billing error, or maybe they cut off your lights without proper notice. You’re not imagining it. They broke the rules. And there’s an actual government agency in Texas whose entire job is making them fix it.

The Public Utility Commission of Texas — the PUCT — is the regulator that oversees light companies. When a company violates state rules, the PUCT can force them to correct the problem. This isn’t just filing a complaint into a void. Companies hate these complaints because too many of them trigger audits, fines, and licensing reviews.

Here’s exactly how the process works.

Before You File: Try the Light Company First

I know. You’ve already called them six times. But here’s the thing — the PUCT requires that you contact your light company first. If you skip this step, they’ll send your complaint right back.

This doesn’t mean you need to fix the problem yourself. It means you need documented proof that you tried. So:

Call customer service and take notes. Write down the date, time, the name of who you talked to, and what they said.
Send an email or message through their portal. This creates a written record automatically.
Give them a reasonable window to respond. A few days is enough. You’re not required to wait weeks.

If they blow you off, refuse to help, or give you the runaround — that’s exactly the documentation the PUCT needs to see.

What the PUCT Can (and Can’t) Help With

The PUCT handles complaints about retail light companies in deregulated Texas markets — Houston, Dallas, Fort Worth, and most of the state outside of Austin and San Antonio.

They CAN help with:

Billing disputes and overcharges
Service refusals without valid reason
Disconnection without proper notice
Slamming (switching your service without permission)
Cramming (adding charges you didn’t authorize)
Deposit disputes
Meter accuracy issues
Companies ignoring their own terms of service

They CANNOT help with:

Austin Energy or CPS Energy customers. These are city-owned utilities. The PUCT has almost no jurisdiction over them. You’ll need to file with the city council instead.
Electric co-ops. Same deal. Co-ops are governed by their own boards.
Natural gas issues. That’s the Railroad Commission of Texas, not the PUCT.
Internet or cable problems. That’s the FCC.

If you’re not sure whether your light company falls under PUCT jurisdiction, check your bill. If you can shop for rates and switch companies, you’re in a deregulated area and the PUCT can help.

How to File Your Complaint

You’ve got three options:

1. File online (fastest) Go to puc.texas.gov and use their complaint portal. You’ll need your account number, the service address, and a clear explanation of what happened.

2. Call them The PUCT Consumer Protection line is 1-888-782-8477. They’re open weekdays during business hours. You can file your complaint over the phone with an actual person.

3. Mail it Public Utility Commission of Texas Consumer Protection Division P.O. Box 13326 Austin, TX 78711

Online is fastest. Phone is best if you want to ask questions while filing.

What Happens After You File

Once your complaint hits the PUCT, here’s the timeline:

Day 1-3: The PUCT reviews your complaint and forwards it to your light company.

Days 4-15: The light company has exactly 15 days to investigate and respond. This deadline was shortened from 21 days in 2023 specifically because companies were dragging their feet.

After the response: A PUCT investigator reviews what the company said and compares it against state rules. If the company violated the law, the PUCT can order them to:

Correct your bill
Refund money owed
Remove unauthorized charges
Stop illegal practices

You’ll get a letter explaining the outcome. If the company was wrong, they usually fix it fast. Nobody wants to escalate things with their regulator.

What If the Informal Complaint Doesn’t Work?

Most issues get resolved through the informal process. But if you’re still not satisfied, you can escalate to a formal complaint.

Fair warning: this is basically a mini-lawsuit. You’ll need to:

Use the official PUCT Formal Complaint Form
Submit evidence
Potentially attend a hearing with an Administrative Law Judge
Prove that the company violated specific rules

The PUCT assigns an attorney to the case, but that attorney represents the commission’s interests — not yours. They can’t give you legal advice. If your dispute involves serious money, you might want to consult a private attorney.

For most people dealing with billing issues or service problems, the informal complaint gets the job done. Save the formal route for situations where the informal process failed and the dollar amount justifies the effort.

Real Talk: Does Filing a Complaint Actually Work?

Depends on what you’re dealing with.

High success rate: Infrastructure issues (damaged lines, broken equipment), clear billing errors, unauthorized charges, disconnection without notice. When the violation is black-and-white, companies usually fold quickly because fighting it costs more than fixing it.

Mixed results: Disputes over contract terms or fees that are technically disclosed in the fine print. If the company can point to a document you signed, even one with tiny text, that makes it harder to win.

Lower success rate: Complaints about rate increases or general dissatisfaction with prices. The PUCT doesn’t regulate rates in deregulated areas — that’s the whole point of deregulation. They can only enforce the rules, not make companies charge less.

The biggest factor is documentation. If you have call logs, emails, bills showing the error, and a clear timeline — your odds go way up. If it’s your word against theirs with no paper trail, the company’s response will carry more weight.

What to Include in Your Complaint

Make the investigator’s job easy. Include:

Account holder name and service address — exactly as they appear on your bill
Account number — this speeds everything up
Timeline of events — what happened, when it happened, in order
What you want — be specific (refund of $147.50, removal of deposit, reconnection, etc.)
Copies of relevant documents — bills, emails, contracts, notes from phone calls
Proof you contacted the company first — dates you called, names if you got them

A complaint that says “They overcharged me and won’t fix it” is weak. A complaint that says “I was billed $247 on January 15 for service I didn’t receive. I called on January 18 and spoke with Maria, who said she’d escalate. No follow-up by January 25. Requesting refund of $247 and correction of billing records” — that gets action.

Know Your Rights

Texas law gives you specific protections. Light companies can’t:

Disconnect you without written notice at least 10 days in advance
Disconnect you during extreme weather (heat or cold emergencies)
Charge unauthorized fees
Switch your service without your explicit permission
Refuse service without a legally valid reason

For a full breakdown of what companies can and can’t do, read our Texas electricity rights guide.

The Bottom Line

Light companies count on you giving up. They make the process frustrating on purpose. Most people get tired, pay the bogus charge, and move on.

Filing a PUCT complaint flips the power dynamic. Suddenly the company has a deadline, a regulator watching, and a record that follows them. They take these complaints seriously because they have to.

If your light company broke the rules, you don’t have to accept it. Call 1-888-782-8477 or file online at puc.texas.gov. Give them the facts, the documentation, and the specific fix you want. Then let the regulator do what regulators do.

Quick Reference

What	Details
PUCT Consumer Line	1-888-782-8477
Website	puc.texas.gov
Response deadline	15 days for light companies
Required first step	Contact your light company directly

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This guide is for informational purposes only and does not constitute legal advice. For official rules, visit the Public Utility Commission of Texas. NoDepositLights.com is powered by Compare Power (PUCT License BR190020).