Residential Gas Utility Bill Complaint Process

Complaints

• Have a Complaint Concerning Your Gas Bill?
• Q & A Regarding Natural Gas Prices
• Procedures for Handling Complaints and Inquiries

Have A Complaint Concerning Your Gas Bill?

Please be advised that if you are located inside the city limits you must file your complaint with your city officials.

If you are located outside of the city limits you may submit natural gas complaints concerning your gas bill via email to GasComplaints@rrc.state.tx.us or you may call our complaint hotline at 512-463-7164.

Procedures for Handling Complaints and Inquiries

The investigation of complaints/inquiries is conducted in the following manner:

1. When a complaint or inquiry is received the facts of the matter are determined and discussed with the consumer, the gas company and other appropriate parties.

2. The facts are analyzed in conjunction with a review of applicable law and rules.

3. A full explanation of the conclusions and results of the investigation are conveyed to the consumer and the company, along with any corrective action required to be taken. Corrective action is monitored to completion.

4. Consumers living within the city limits, are advised that the city has original jurisdiction within city limits. Every effort is made to refer the complainant to the appropriate representative at the city level. 

5. Complaints involving imminent threats to public safety are referred to the Pipeline Safety section for immediate action. 

6. A company’s failure to comply with the law and rules results in an initiation of the Commission’s legal enforcement process. 

7. Written responses are prepared when the investigator feels that a written response is needed to clarify the matter in question or when Commission or Legislative Officials request a statement of facts in the matter.

8. Telephonic communication is preferred in order to achieve a more rapid conclusion of the complaint/inquiry.

9. All pertinent information concerning the complaint/inquiry is recorded in the Commission’s mainframe database. These records are maintained for a period of two years.