Resources

Consumer Assistance
Consumer Assistance

At OPUC, we help you find resources where you can learn more about consumer protection rules enforced by the Public Utility Commission. These rules safeguard consumers from unfair treatment by electric, telecommunications, and water service providers and ensure that essential services like electricity, telephone, and water are maintained for certain types of consumers. Specifically, we can help you understand:

  • Electricity Disconnect ProtectionsConsumers with critical medical needs, such as those dependent on life support equipment, can maintain their electricity service. Rules provide processes for obtaining 'Critical Care' status, which protects against service disconnection for two years, and steps to enter into a deferred payment plan if unable to pay bills.
  • Chronic Condition Protections: Consumers who require electricity for essential medical equipment or for heating/cooling to prevent worsening of medical conditions can apply for this status. Although this status does not prevent disconnection for non-payment, it outlines the notification requirements and the duration of the protection.
  • Outage Preparedness: Texans need to know how to prepare for power outages, especially those who use electric-powered medical devices. We can also provide contact information if you’re experiencing a power outage or a boil-water notice.
  • Water and Wastewater Disconnect Protections: Guidance is available for consumers who might face serious health risks without water service, and we can walk you through the process of preventing disconnection by providing a physician’s statement and the possibility of entering a deferred payment plan to manage bills.

OPUC can connect you to other resources at state and federal agencies for financial and non-financial assistance, explain components of your bill, or answer questions about public utilities. Visit our Contact Us page if you need help, you can call or email us any time.

Consumer Rights
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