General Questions
What has stayed the same in electric service?
Your current Transmission and Distribution Utility, or "local wires company," continues to deliver electricity to your home. Your local wires company still responds to service interruptions and continues to maintain the poles and wires. You will continue to receive the same reliable service you are used to with your local wires company, regardless of which Retail Electric Provider you receive service from.
What has changed in electric service?
You can now choose to buy your electricity from a different electric provider than the original provider for your area. These companies are called Retail Electric Providers. Additionally, your bill now looks different than bills you have received in the past, but each Retail Electric Provider provides the same standard information.
Do all Texans have the power to choose their electric provider?
No. City-owned utilities and member-owned electric cooperatives have the option of giving their customers a choice of providers, or keeping things the way they are today. To see if competition is active in your area, visit our get started page, or call toll-free 1-866-PWR-4-TEX (1-866-797-4839).
What are the benefits of Electric Choice?
Texas' electric rates are average compared to rates across the rest of the country, but our usage is among the highest in the nation due to demand for air conditioning during the long, hot summer season. Competition in other industries has often brought lower prices and innovative, new products and services. Having more control over your buying decision should make it easier to determine what matters most to you, whether it is prices, renewable or green energy sources, customer service or simply a name you know.
Electriccompetition also should help the environment because Retail Electric Providers may offer electricity from environmentally-clean energy sources. Generating electricity from renewable sources such as wind produces less air pollution than generation that relies on burning coal or natural gas. Natural gas is considered a "clean" fuel source in Texas, since it produces fewer emissions than coal.
With competition, will the reliability of my electric service change?
No. No matter which Retail Electric Provider you choose, your electricity will continue to be delivered safely and reliably by the local wires company, a company still regulated by the PUC.
How does the new competition law protect the environment?
The law requires "grandfathered" power plants (those that predate the 1971 Texas Clean Air Act) to reduce nitrogen-oxide emissions by at least 50 percent and sulfur dioxide by 25 percent before May 1, 2003.
- Encourages upgrade or retirement of older power plants to meet emissions standards by allowing utilities to recoup the costs of retrofitting or retiring certain older power plants.
- Provides incentives for energy efficiency programs that will result in less demand for the production of electricity.
- Requires retail electric providers to buy an additional combined 2,000 megawatts of Texas renewable electric generation capacity statewide by January 2009, from sources that include wind, solar, hydroelectric, biomass or geothermal.
Do I have to switch from my current electric utility?
No. If you decide not to choose a new Retail Electric Provider, your service will be provided by the Affiliate Retail Electric Provider. The Affiliate Retail Electric Provider is the electric provider that was part of the original Retail Electric Provider that generated and sold electricity in your area, that now only sells electricity and provides customer service.
Aggregation
What is an Aggregator?
Aggregator is a person or organization that helps create an electricity-buying group. An aggregator may be able to get lower prices or other benefits for the group and its members. Electricity buying groups may consist of existing organizations, or new groups may be formed just to buy electricity for its members. Aggregators may include cities and towns, non-profit organizations and business associations. Aggregators must be registered with the PUC.
Are there any special requirements for Aggregators?
No. Any groups of people can combine their electric load. However, the aggregator must be registered with the PUC before it can help buy energy for a group's members.
What are the price benefits of Aggregation?
The most immediate benefit of aggregating loads is be the ability to purchase electricity at lower prices. Volume discount-electric suppliers usually sell electricity at lower prices to large customers.
Are there other benefits of Aggregation?
Yes. As the competitive market evolves, aggregators may be able to secure valuable services, such as energy management services and energy use analysis. Moreover, some providers will offer other services with electric supply, such as wireless paying, Internet access, banking service, financing, security, insurance, etc.
Agents and Brokers
Many Retail Electric Providers use agents or brokers to support their marketing and sales efforts. These individuals and companies are paid a commission or other compensation by the REP for getting customers to sign up for electric service. Agents and brokers are subject to the same customer protection rules as the REPs they are marketing. They may make claims of being "objective" but remember they are only selling electric service for the REP or REPs with whom they have a business relationship, so beware of claims that the rates they offer are "the lowest" or that their service is "the best". Always shop around (and consult this Web site) before signing up with an agent or broker, and never sign anything unless you are sure you have been given all the customer protection documents that REPs are required to provide.
Door-to-Door Sales Personnel
Many REPs employ door-to-door sales personnel or agents to market their electric services. The PUC has specific rules for door-to-door sales to protect customers from misleading or unscrupulous sales tactics. Any salesperson or agent soliciting door-to door must wear a shirt that has the name of the REP he or she works for, and must also wear a badge with the REP's name, PUC certificate number, and a toll-free phone number you can call to verify that the salesperson or agent is an authorized representative of that company. If you live in an area or complex that has a no-solicitation policy prohibiting door-to-door sales, a REP salesperson or agent may not solicit your business. The PUC recommends that you never sign a contract or agreement with any door-to-door salesperson or agent before shopping around with other providers or verifying that the person actually works for the company he/she says they represent. If you do sign up, you still have three days to cancel your order, and after that you still have to verify your choice by phone with an independent third-party. The salesperson cannot be on that verification call. If you believe a door-to-door salesperson or agent is not following the PUC's rules, you should file a complaint by calling the PUC toll-free at (888) 782-8477.
Billing
Will my bill look different with Electric Choice?
Yes. Your Retail Electric Provider is responsible for customer service functions such as billing. The Public Utility Commission of Texas (PUC) has established rules requiring Retail Electric Providers to provide you with a bill that is easy to read. For example, your bill will be issued monthly, you will receive a paper bill via U.S. Mail, and you have the choice of receiving your bill electronically, if both you and your Retail Electric Provider agree. It is up to Retail Electric Providers to design their bills; however, there are many bill components they are required to include. Please refer to the PUC Fact Sheet on Bill Formats for more information on your electric bill.
Will my bill be itemized?
It is up to Retail Electric Providers to design their bills. How they decide to itemize charges is up to them.
Whom do I call with a billing question?
You should contact your Retail Electric Provider.
How are billing disputes resolved?
Billing disputes should be directed to your Retail Electric Provider. If disputes cannot be resolved, please contact the Public Utility Commission of Texas customer hotline toll-free at 1-888-PUC-TIPS (1-888-782-8477).
What portion of my electric bill am I shopping for?
The portion you are shopping for is the total price per kilowatt-hour (kWh), which will help you compare offers from Retail Electric Providers. Each Retail Electric Provider must provide an "Electricity Fact Label," which is designed to show the cost of electricity at various levels of consumption, taking into account all of the costs of producing and delivering electricity. It will probably be easier for you to compare offers from different Retail Electric Providers by looking at the total charges in the Electricity Facts Label. Contact each provider you are interested in and request a copy of their Electricity Facts Label to compare offers and determine which is best for your family.
Changing Providers
Is there a penalty for changing providers?
No. There is no switching fee unless you request a special meter reading at a time other than your regularly scheduled meter reading. There may also be penalties if you break an existing contract with your current Retail Electric Provider. Review your Terms of Service agreement for details.
If I sign up with a new Retail Electric Provider, when will the switch to that company happen?
Customers can choose a Retail Electric Provider at any time; however, you will not begin to receive power from your new Retail Electric Provider until after your next regularly scheduled meter reading unless you choose an "Out of Cycle" meter read. Before you are switched, you will receive written confirmation in the mail. You will receive your first electric bill from your new Retail Electric Provider on the following billing cycle.
Do I have a right to cancel?
If you are a Small Commercial or Residential customer yes. You may cancel within three days from when you receive your Terms of Service agreement by contacting the Retail Electric Provider. If you are hand-delivered a terms of service agreement or you sign up for service using the Internet, there is a three-day cancellation period. The confirmation that will be mailed to you will also provide a way to cancel your switch.
What happens if my Retail Electric Provider stops serving customers?
You will not be without electricity. In most cases, your Retail Electric Provider will give you 30 days' advance notice to give you time to select a new provider. If your provider goes out of business suddenly, your electric service will be switched automatically to the "Provider of Last Resort" (POLR). POLR service is meant to be a temporary fix until you switch to another electric provider, and POLR service typically has very high rates compared to standard market offers. Use this Web site to shop for a new provider and ask the POLR to do an early meter read - this will cost a few dollars up front but will allow you to get switched to a lower-rate provider more quickly than waiting for your next regularly-scheduled meter read. If you do not switch to a new provider, you will remain with the POLR and have to pay its higher rates, so it's important to shop and switch providers as soon as possible.
Which companies are other people choosing?
Because Texas Electric Choice is a neutral source of information for public education, we do not have that information available, nor do we recommend any particular provider. However, you can see which companies are providing electric service in your area by visiting the "Get Started" page. You should choose the provider that is best for your personal needs.
If I do not choose an electric provider, who will supply my electricity?
If you decided not to choose a new Retail Electric Provider, your service is being provided by the Affiliate Retail Electric Provider. The Affiliate Retail Electric Provider is the electric provider that was part of the original electric company that generated and sold electricity in your area, that now only sells electricity and provides customer service.
How to Choose
What if I decide not to switch to a new provider?
If you decide not to choose a new Retail Electric Provider, your service will remain with the Affiliate Retail Electric Provider. The Affiliate Retail Electric Provider is the electric provider that was part of the original Retail Electric Provider that generated and sold electricity in your area, that now only sells electricity and provides customer service.
Is there a deadline on when I can choose a provider?
There is no deadline for selecting a new provider. You can choose a new electric provider at any time.
How do I know which providers are providing service in my area?
You can see which companies are providing electric service in your area by visiting the "Get Started" page.
How can I compare offers from Retail Electric Providers?
Simply visit our "Get Started" page where you can set up an account with us. Once PUB reviews your usage patterns, you will alerted to log into your account where you can view offers, documents, descriptions of offering REP's and legal descriptions on contracts of Retail Electric Providers serving your area.
Do I have to tell my current Retail Electric Provider that I'm switching providers?
To switch your electric service to a new provider, contact the Retail Electric Provider of your choice. Your new Retail Electric Provider will send you a "Terms of Service" agreement that provides details of the service offerings and terms. You do not need to contact your current Retail Electric Provider.
Your Rights
What are my rights as an electric customer?
You have the right to choose an electric provider, which includes the right to be served by the Affiliate Retail Electric Provider (the electric provider that was part of the original Retail Electric Provider that generated and sold electricity in your area, that now only sells electricity). No matter which electric provider you choose, the Public Utility Commission (PUC) will continue to protect your rights.
Please note that for customers who's usage is above 50 peak kW, a REP can legally have you opt out of many of these protections.
If you feel that your rights have been violated, call the PUC's toll-free Customer Hotline at 1-888-PUC-TIPS (1-888-782-8477). Your rights include:
- Non-Discrimination: In addition to standard discrimination prohibitions, a Retail Electric Provider may not deny service or discriminate in the marketing of electric service based on a customer's income level, location in an economically distressed area, or qualification for low-income or energy efficiency services.
- Slamming and Cramming: Slamming is switching your electric service provider without your permission. Cramming is adding charges to your electric bill for optional services without your permission. Both slamming and cramming are illegal.
- Dispute Resolution: Retail Electric Providers must promptly investigate customer complaints and customers have the right to make complaints about a Retail Electric Provider to the Public Utility Commission.
- Privacy of Information: Retail Electric Providers cannot release any customer-specific information to other Retail Electric Providers or any other companies without your permission.
In addition, all Retail Electric Providers must follow a new set of customer protections, by providing:
- An Electricity Facts Label: This gives a Retail Electric Provider's pricing information, contract terms, sources of generation and levels of emissions in a standardized format so that you can compare Retail Electric Provider offers.
- A Terms of Service agreement: This is your contract. It informs you of a Retail Electric Provider's contract terms and conditions.
- A "Your Rights as a Customer" disclosure: This informs you of your standard customer protections as mandated by the PUC.
- Non-English language materials: All Retail Electric Providers must make customer information available in Spanish. Additionally, a Retail Electric Provider must make all materials available in the language(s) in which they market electric service.
Electric Service
With competition, will the reliability of my electric service change?
No. No matter which Retail Electric Provider you choose, your electricity will continue to be delivered safely and reliably by the local wires company, a company still regulated by the Public Utility Commission.
Whom do I call if I have an outage?
You should call your Lines and Wires Company immediately at the toll-free number that is listed on your electric bill.
My Retail Electric Provider is not based in my area. Who will repair the poles and wires in my neighborhood?
No matter which Retail Electric Provider sells you electricity, the actual delivery of electricity to your home across poles and wires is provided to you by your local wires company. The local wires company is responsible for maintaining the poles and wires and responding to emergencies and power outages, as always. The Public Utility Commission continues to regulate this delivery of electricity to ensure the safety and reliability of your electric service.
Can my electricity be disconnected for nonpayment?
Yes. You will receive a termination notice giving you 10 days to pay the bill or make payment arrangements.
Slamming & Cramming
What is Slamming?
Slamming is the illegal practice of switching your electric service without your permission.
What is Cramming?
Cramming is the illegal practice of adding charges to your electric bill for additional services without your permission.
I received a letter from a provider thanking me for choosing them, but I did not choose them. What do I do?
If this occurs, you should call the Retail Electric Provider immediately to discuss the situation. If the provider insists they were chosen, you should ask them to send you a copy of the authorization. If the provider cannot provide it and you think you have been slammed, you should contact the PUC Consumer Hotline toll-free at 1-888-PUC-TIPS (1-888-782-8477) or visit www.puc.state.tx.us/ocp.
For more information, please read the PUC Customer Protections Brochure (PDF).
