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Texas PUC Staff Further Outline Proposed Streamlined Complaint Process, As PUC Issues Proposal For Comment
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During today's Texas PUC open meeting, Staff of the Texas PUC provided a narrative concerning a proposal for publication that would implement a streamlined complaint process for customer complaints against retail electric providers, via changes to Subst. R. §25.485
The PUC voted to formally issue the proposal for publication, without modification from Staff's recommendation, for comment
As previously reported by ECM, the proposal would strike the word "informal" from (ostensibly) all current §25.485 rule provisions setting forth the current informal complaint process.
Rather than setting forth the process for informal complaints, the proposed rules would now have such existing process be used to address "complaints" against REPs (no "informal" qualifier)
Additionally, the proposal would strike entirely the section in current rule addressing formal complaints against REPs, with the proposal striking the following language: "Formal complaints. If the complainant is not satisfied with the results of the informal complaint process, the complainant may file a formal complaint with the commission within two years of the date on which the commission closes the informal complaint. This process may include the formal docketing of the complaint as provided in §22.242 of this title (related to Complaints)."
Staff explained during a discussion at the open meeting that complaints will now follow the information gathering and investigation process with the PUC's Consumer Protection Division.
If any violations are found by PUC Staff, such complaint would be referred to the PUC's enforcement division
Staff noted that further remedies can be sought in district court
EnergyChoiceMatters.com notes that the proposal for publication issued for comment may require additional clean-up. For example, certain instances of the term "informal" remain in the proposal's text governing REP complaints, though, as noted, the categorization of complaints as informal by rule would be eliminated
For example, proposed §25.485(e)(1)(B) states, "While an informal complaint process is pending..."
Proposed §25.485(e)(1)(C) states, "The REP or aggregator must keep a record for two years after closure by the commission of all informal complaints forwarded to it by the commission."
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April 17, 2026
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Copyright 2026 EnergyChoiceMatters.com
Reporting by Paul Ring • ring@energychoicematters.com
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