2025 Texas Statutes
Utilities Code
Title 2 - Public Utility Regulatory Act
Subtitle C - Telecommunications Utilities
Chapter 64 - Customer Protection
Subchapter D. Protection Against Unauthorized Charges
Section 64.157. Disputes
Sec. 64.157. DISPUTES. (a) The commission may resolve disputes between a retail customer and a billing utility, service provider, or telecommunications utility.
(b) In exercising its authority under Subsection (a), the commission may:
(1) order a billing utility or service provider to produce information or records;
(2) require that all contracts, bills, and other communications from a billing utility or service provider display a working toll-free telephone number that customers may call with complaints and inquiries;
(3) require a billing utility or service provider to refund or credit overcharges or unauthorized charges with interest if the billing utility or service provider has failed to comply with commission rules or a contract with the customer;
(4) order appropriate relief to ensure that a customer's choice of a telecommunications service provider is honored;
(5) require the continuation of service to a residential or small commercial customer while a dispute is pending regarding charges the customer has alleged were unauthorized; and
(6) investigate an alleged violation.
(c) The commission shall adopt procedures for the resolution of disputes in a timely manner, which in no event shall exceed 60 days.
Added by Acts 1999, 76th Leg., ch. 1212, Sec. 55, eff. Sept. 1, 1999.
