Retail Electric Provider PUCT Informal Complaints by Complaint Category (2024 - Oct 2025)
Provider complaints by category break down what Texans are complaining about most, from billing errors to enrollment issues. This helps consumers pick providers with fewer problem patterns.
Key Insights
PUCT informal complaints are driven far more by billing and service processes than by outright misconduct. Nearly half of all complaints stem from billing issues, signaling persistent confusion, errors, or trust gaps rather than isolated bad actors. Meanwhile, categories that suggest clearer violations (like slamming or cramming) represent a much smaller share of complaints, indicating that most customer frustration arises from complexity and communication failures, not fraud.
Billing is the dominant source of customer friction
Process failures outweigh outright misconduct
Service access issues rival billing as a pain point