Court Opinions

State Laws

US Code

US Constitution

Texas Utilities Code - Section 17.004. Customer Protection Standards

Legal Research Home > Texas Lawyer > Utilities Code > Texas Utilities Code - Section 17.004. Customer Protection Standards

§ 17.004. CUSTOMER PROTECTION STANDARDS.  (a) All buyers 
of telecommunications and retail electric services are entitled to:
		(1)  protection from fraudulent, unfair, misleading, 
deceptive, or anticompetitive practices, including protection from 
being billed for services that were not authorized or provided;
		(2)  choice of a telecommunications service provider, a 
retail electric provider, or an electric utility, where that choice 
is permitted by law, and to have that choice honored;
		(3)  information in English and Spanish and any other 
language as the commission deems necessary concerning rates, key 
terms and conditions, and the basis for any claim of environmental 
benefits of certain production facilities;
		(4)  protection from discrimination on the basis of 
race, color, sex, nationality, religion, marital status, income 
level, or source of income and from unreasonable discrimination on 
the basis of geographic location;
		(5)  impartial and prompt resolution of disputes with a 
certificated telecommunications utility, a retail electric 
provider, or an electric utility and disputes with a 
telecommunications service provider related to unauthorized 
charges and switching of service;
		(6)  privacy of customer consumption and credit 
information;                
		(7)  accuracy of metering and billing;                                        
		(8)  bills presented in a clear, readable format and 
easy-to-understand language;
		(9)  information in English and Spanish and any other 
language as the commission deems necessary concerning low-income 
assistance programs and deferred payment plans;
		(10)  all consumer protections and disclosures 
established by the Fair Credit Reporting Act (15 U.S.C. Section 
1681 et seq.) and the Truth in Lending Act (15 U.S.C. Section 1601 
et seq.);  and
		(11)  after retail competition begins as authorized by 
the legislature, programs provided by retail electric providers 
that offer eligible low-income customers energy efficiency 
programs, an affordable rate package, and bill payment assistance 
programs designed to reduce uncollectible accounts.
	(b)  The commission may adopt and enforce rules as necessary 
or appropriate to carry out this section, including rules for 
minimum service standards for a certificated telecommunications 
utility, a retail electric provider, or an electric utility 
relating to customer deposits and the extension of credit, 
switching fees, levelized billing programs, and termination of 
service and to energy efficiency programs, an affordable rate 
package, and bill payment assistance programs for low-income 
customers.  The commission may waive language requirements for good 
cause.
	(c)  The commission shall request the comments of the office 
of the attorney general in developing the rules that may be 
necessary or appropriate to carry out this section.
	(d)  The commission shall coordinate its enforcement efforts 
regarding the prosecution of fraudulent, misleading, deceptive, 
and anticompetitive business practices with the office of the 
attorney general in order to ensure consistent treatment of 
specific alleged violations.
	(e)  Nothing in this section shall be construed to abridge 
customer rights set forth in commission rules or to abridge the 
rights of low-income customers to receive benefits through pending 
or operating programs in effect at the time of the enactment of this 
chapter.
	(f)  The commission shall adopt rules to provide automatic 
enrollment of eligible utility customers for lifeline telephone 
service and reduced electric rates available to low-income 
households.  Each state agency, on the request of the commission, 
shall assist in the adoption and implementation of those rules.
	(g)  Notwithstanding any other provision of this title, the 
rules adopted under Subsection (b) shall provide full, concurrent 
reimbursement for the costs of any programs provided under 
Subsection (a)(11) and for reimbursement for the difference between 
any affordable rate package provided under Subsection (a)(11) and 
any rates otherwise applicable.

Added by Acts 1999, 76th Leg., ch. 1579, § 3, eff. Aug. 30, 1999.          

Last modified: August 10, 2007