Your Light Bill Rights in Texas

The Public Utility Commission of Texas (PUCT) regulates light companies and protects consumers. They set the rules that light companies must follow and investigate complaints when those rules are broken.

No, your light company cannot cut off your lights when temperatures drop to freezing. Under PUCT Rule 25.29, disconnection is prohibited when the previous day's temperature was at or below 32 degrees Fahrenheit, or when the National Weather Service forecasts temperatures at or below 32 degrees F for the next 24 hours in your area.

This same rule applies during extreme heat. If the National Weather Service issues a heat advisory for your county, your light company cannot disconnect you. Texas summers and winters can both be deadly without power, and the PUCT wrote these rules to prevent that.

What this means in practice: If you are behind on your bill during a cold snap or heat wave, you get extra time. The disconnection cannot happen until the extreme weather passes. However, this does not erase what you owe. Use the extra time to set up a payment plan or apply for assistance.

A medical certificate delays disconnection for 63 days. If you or anyone in your household depends on powered medical equipment — oxygen concentrators, dialysis machines, nebulizers, powered wheelchairs, or any life-sustaining device — you can get a medical certificate that prevents your light company from cutting your lights.

Here is how to get one:

1. Ask your doctor. A licensed physician, physician assistant, or nurse practitioner must complete and sign the certificate. Tell them you need it to prevent disconnection of your lights due to a medical condition.
2. Submit it to your light company. Call your light company and ask them exactly how to submit the certificate. Most accept fax, email, or in-person delivery. Get a confirmation number.
3. Keep a copy. Store a copy of the signed certificate. If your light company claims they never received it, you will have proof.
4. Know the timeline. The certificate is valid for the duration specified by the physician but must be renewed if the condition persists. Once on file, your light company cannot disconnect you for 63 days from the date of a disconnection notice.

Important: The medical certificate does not erase your bill. You still owe what you owe. But it gives you 63 days of breathing room to set up a payment plan, apply for assistance, or work out another solution — all without losing your lights.

Your light company must offer you a payment plan before they can disconnect you. Under PUCT Rule 25.28, residential customers have the right to a deferred payment arrangement when they fall behind on their bills. This is not a favor — it is a legal requirement.

Here is what you need to know about deferred payment plans:

• Your light company must offer a plan that spreads your past-due balance over multiple billing cycles
• The plan must be reasonable based on your payment history and the size of the debt
• You continue paying your current bills plus a portion of the overdue amount each month
• If you stick to the plan, your light company cannot disconnect you for the past-due amount
• If you break the plan, your light company can issue a disconnection notice with only 10 days warning

How to request a payment plan: Call your light company and specifically say, "I am requesting a deferred payment plan under PUCT Rule 25.28." This tells them you know your rights. If they refuse or offer unreasonable terms, file a complaint with the PUCT.

After 12 months of on-time payments, your light company must return your deposit. This is required by PUCT Rule 25.24. They can either send you a check or credit the amount to your account — but they cannot keep it.

Key facts about deposit refunds:

• The 12-month clock starts from the date you paid the deposit
• All 12 payments must be made on time (not late) for the refund to kick in
• Your light company must also pay you interest on the deposit while they held it
• If your light company does not return it automatically, call and cite PUCT Rule 25.24
• If they refuse, file a complaint with the PUCT at 1-888-782-8477

Many people do not know about this right, and some light companies do not return deposits automatically. If you paid a deposit more than 12 months ago and have paid your bills on time, call your light company today and ask for your refund.

Filing a PUCT complaint is free, and it works — the PUCT investigates every complaint and can order your light company to fix the problem, issue refunds, or face penalties. Light companies take PUCT complaints seriously because the commission has real enforcement power.

After you file:

• The PUCT assigns your complaint a case number within a few business days
• Your light company is required to respond to the PUCT's inquiry
• If disconnection is pending, the PUCT may order a delay while they investigate
• The PUCT can order your light company to issue a refund, correct billing errors, or waive improper charges
• Repeated violations can result in fines against the light company

Two ways to file:

The Office of Public Utility Counsel (OPUC) represents residential consumers before the PUCT and can help with complaints at no cost.