Texas Electricity Customer Rights

Texas Electricity Glossary

Texas electricity customers have substantial rights under PUCT regulations — including protections against unauthorized switching, disconnection during extreme weather, access to low-income assistance programs, and the right to cancel door-to-door contracts. Understanding these rights helps you avoid being overcharged, switch providers freely, and get help when you need it.

See also: PUCT · ETF · YRAC · REP · Billing Terms

Switching Window

The period during which a customer can switch electricity providers without incurring an early termination fee. Most Texas fixed-rate contracts allow penalty-free switching within the final 14 days of the contract term (or sooner — check your Terms of Service). Outside the switching window, an ETF applies if you switch before the contract end date. PUCT requires REPs to notify customers before contract expiration.

Renewal Notice

A written notification from your REP — required by PUCT — informing you that your contract is expiring and what rate you will be moved to if you do not take action. Renewal notices must be sent at least 30 days before contract expiration for contracts of 12 months or longer. Always read renewal notices — being automatically renewed at an unfavorable rate is a common source of bill shock.

Switch Hold

A block placed on a customer's electricity account by their current REP, preventing the customer from switching providers. PUCT rules allow switch holds only in limited circumstances — typically when there is an overdue balance or an active dispute. Customers can contest an improper switch hold by filing a complaint with PUCT. A switch hold expires when the underlying issue is resolved.

Move-In Service

The process of establishing electricity service at a new address in the deregulated Texas market. Customers can select a REP before or shortly after moving in. The TDU can provide temporary service during the transition. Some REPs offer fast-start move-in enrollment online, with service starting within 1–3 business days. No REP can charge an enrollment fee.

Move-Out / Final Bill

When you end service at an address — whether moving or cancelling — your REP is required to issue a final bill based on an actual meter read. The final bill must be issued within a reasonable period. If your REP fails to issue the final bill promptly or overcharges, file a complaint with PUCT. Customers are not responsible for usage after the confirmed move-out date.

Door-to-Door Sales Rights

PUCT rules give Texas electricity customers a 3-business-day right to cancel any contract signed in response to an unsolicited door-to-door sales visit. The REP must provide written notice of this right at the time of enrollment. If a door-to-door agent switches your service without your consent ("slamming"), report it to PUCT — it is a serious violation.

Slamming

The unauthorized switching of a customer's electricity service to a different REP without their consent. Slamming is illegal under PUCT rules. Common slamming tactics include misrepresenting a survey as an enrollment, using ambiguous consent language, or forging signatures. If you discover an unauthorized switch, contact PUCT — the customer is entitled to be returned to the original provider without penalty.

Cramming

The unauthorized addition of charges to a customer's electricity bill — for services the customer did not request or agree to. Cramming may involve adding third-party fees, optional services, or surcharges without consent. PUCT rules prohibit cramming. If you notice unfamiliar charges on your bill, contact your REP first; if unresolved, file a PUCT complaint.

Disconnection Protection

PUCT rules that protect certain customers from disconnection during specific periods. Protections include: no disconnection when temperatures are forecast below 32°F or above 95°F on the day of disconnection; no disconnection on holidays or weekends; and additional notice requirements for households with life-threatening medical conditions. Critical care customers have the strongest protections.

LITE-UP Texas

A PUCT-administered discount program for low-income Texas electricity customers. Qualifying customers receive a percentage discount on their monthly electricity bill. Eligibility is based on income — customers enrolled in certain federal assistance programs (SNAP, Medicaid, etc.) may qualify automatically. The program is funded through a surcharge on all Texas electricity bills.

CEAP (Customer Energy Assistance Program)

A one-time bill payment assistance program funded through ERCOT's customer assistance mechanism. CEAP provides direct payment toward overdue electricity bills for qualifying low-income customers facing disconnection. Availability and funding levels vary. Contact your REP or the Texas CEAP hotline to determine current availability and eligibility.

LIHEAP (Low Income Home Energy Assistance)

A federal program that provides financial assistance to low-income households for home energy costs, including electricity bills and weatherization. In Texas, LIHEAP is administered through local Community Action Agencies. Eligibility is income-based. LIHEAP funds can be applied directly to electricity bills or used for heating/cooling equipment repairs.

PUCT Complaint

A formal complaint filed with the Public Utility Commission of Texas against a REP or TDU for billing errors, unauthorized switches, disconnection violations, or other consumer protection issues. Complaints can be filed online at puc.texas.gov. PUCT staff investigate complaints and can require REPs to issue credits or correct billing errors. Filing a complaint is free.

Terms of Service (TOS)

The contractual document a customer receives when enrolling in a Texas electricity plan, detailing the REP's rights and obligations — including the contract term, cancellation fees, renewal terms, rate change notification requirements, and dispute resolution procedures. PUCT requires REPs to provide the TOS, EFL, and Your Rights as a Customer document at enrollment.

Your Rights as a Customer (YRAC)

A PUCT-mandated disclosure document that all Texas REPs must provide to customers at enrollment. YRAC summarizes customers' legal rights — including disconnection protections, dispute resolution, assistance programs, and rules for billing and switching. The current YRAC is available on the PUCT website and must be provided in English and Spanish.

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