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SB 790

Relating to the procedure for resolving certain customer complaints before the Public Utility Commission of Texas.

89th Legislature (2025) Introduced by Carol Alvarado and 3 co-sponsors

SB 790 establishes new complaint resolution procedures for Texas utility customers before formal Public Utility Commission review, effective September 1, 2025.

Effective on 9/1/25
#grievanceprocedures(s0121) #publicutilitycommission(v0023) #utilities--general(i0830) #utilities--water&sewer(i0002) #water&sewerservice(s0443)
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Bill Summary · SB 790

Legislative bill overview

SB 790 modifies the procedure for resolving customer complaints filed with the Public Utility Commission of Texas (PUC). The bill establishes new requirements or processes that utility customers must follow before their complaints reach formal PUC review. The measure became law on September 1, 2025.

Why is this important

Utility complaint procedures directly affect how quickly and effectively residential and commercial customers can resolve billing disputes, service issues, and other grievances with their electric, gas, or water providers. Changes to these procedures can either streamline resolution or create additional barriers, depending on implementation details. For Texans relying on essential utility services, these procedural changes have tangible consequences for dispute resolution timelines and accessibility.

Potential points of contention

  • Pre-complaint burden: New procedures may require customers to exhaust additional steps with utility companies before PUC involvement, potentially delaying resolution for vulnerable populations
  • Consumer access equity: The bill's specific requirements could disproportionately affect customers with limited resources, technology access, or language barriers who struggle with complex procedural compliance
  • Utility company leverage: Enhanced pre-PUC procedures may strengthen utilities' negotiating position in disputes before independent regulatory review occurs

Compiled from official sources — confirm details with the bill’s official record.

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