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Your Rights
as a Customer

Your Rights as a Customer

It's only fair that all free-market Texas electric companies have to follow the same rules, policies and practices. The Public Utilities Commission (PUC) of Texas looks out for your rights in several important ways:

The Right to Stay with Your Provider

Companies aren't allowed to switch your service without your permission – a dirty practice called "slamming." By law, electric companies have to obtain your authorization before switching your electric service.

The Right to Change Your Mind

When you request a switch in electric companies, you can cancel the agreement with your new electric company without penalty or fee within three business days after you receive your Terms and Conditions document.

The Right to Understand New Charges

Companies have to tell you before they add new charges to your bill. The law says companies have to inform you of all charges that are associated with the product or service, tell you how these charges will appear on your bill and get your okay to accept the product or service.

The Right to Use Your Language

If your electric company used a language other than English when you signed up, you have the right to continue to receive communications, including billing, from them in that language.

The Right to Know Your Options

If you can't pay your bill due to financial hardship, your electric company has to inform you about all applicable payment options and payment assistance programs.

The Right to a Fair Meter

Your electric company is required to supply information about reading your meter, and you have the right to request a meter test.

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