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The Texas Public Utilities Commission Staff issued a Memo and Proposal for Publication that proposes amendments to several complaint requirements identified in § 24.242, §24.153, §25.485, and §26.30 relating to the complaint process.

Commission Staff recommends the Commission approve this proposal for publication in the Texas Register at the Commission’s April 17^th Agenda Session.

The memo and proposal identify amendments that will implement SB 790 during the Texas 89th Regular Legislative Session and SB 1778 during the Texas 88th Regular Legislative Session.

The memo suggests that the amended rules will streamline the commissions complaints process for all utilities under the commission’s jurisdiction including complaints against retail electric providers or REPs.  Specifically, these proposed REP rules for publication would include amending Subst. R. §25.485 applicable to REPs.

Interested persons may file comments electronically through the interchange on the commission’ s website. Comments must be filed by June 19, 2026.

The specific complaint related sections include:

• 24.242 relating to complaints;
• 24.153, relating to Customer Relations;
• 25.485, relating to Customer Access and Complaint Handling; and
• 26.30 relating to Complaints

Staff’s proposed amendments strike the word “informal” from all current §25.485 rule provisions setting forth the current informal complaint process. The proposed rule instead would simply categorize the process to generically address “complaints” against REPs.

Staff’s draft rules also strike in its entirely the section addressing formal complaints against REPs.

As reported previously, the Texas State Office of Administrative Hearings (SOAH) has issued several complaint related orders abating formal electricity consumer complaint cases, citing, among other things, “current resource limitations combined with unanticipated increases in referrals[.]”

This matter is expected to be considered at the Commission’s April 17^th Bench Session.