How Texas weather emergency rules stop shutoffs, critical care status, CEAP through TDHCA, Austin and San Antonio city programs, and where to complain.
Match your Texas bill to the right regulator
Texas splits utility oversight. The Public Utility Commission of Texas (PUCT) writes the customer rules for electricity, including the retail electric providers that sell power in the competitive market. The PUCT says it does not regulate municipally owned utilities or electric cooperatives, so customers of city systems such as Austin Energy and CPS Energy in San Antonio, and of co-ops, follow their provider's own policies. Natural gas utilities fall under the Railroad Commission of Texas, which has its own shutoff rules. Water and sewer service is often run by a city or a local water district on its own terms. Find the name on your bill and match it to the right rulebook before you dispute a shutoff.
Weather emergencies pause Texas shutoffs
Under PUCT rule 25.483 in the Texas Administrative Code (TAC), a retail electric provider cannot authorize a disconnection for nonpayment in a county during an extreme weather emergency. That applies when the previous day's high did not go above 32 degrees Fahrenheit and the temperature is forecast to stay at or below that level for the next 24 hours. It also applies when the National Weather Service issues a heat advisory for the county, or issued one on either of the two days before. During the emergency, the provider must offer a deferred payment plan on request for bills that come due. Gas follows a similar freezing test under Railroad Commission rule 7.460, and bills due in the emergency are deferred onto a payment schedule.
Critical care status and notice timing
If a shutoff would make someone in the home seriously ill or more seriously ill, ask your provider about Critical Care Residential Customer status. The attending physician must contact the provider and send a written statement, and you must enter a deferred payment plan. The protection lasts 63 days from the date the bill was issued unless a shorter period is agreed. Customers with critical care or chronic condition status must receive written notice at least 21 days before a disconnection date. For other customers, a disconnection notice cannot go out before the day after the bill is due, and the shutoff date must be at least 10 days after the notice. A provider must also allow at least 45 days for an energy assistance pledge to arrive.
CEAP and weatherization through TDHCA
The Texas Department of Housing and Community Affairs (TDHCA) runs the Comprehensive Energy Assistance Program (CEAP), the state's use of the federal Low Income Home Energy Assistance Program (LIHEAP). CEAP helps low income households meet immediate energy needs, and it also offers energy education to help families manage costs over time. TDHCA does not process applications directly. Local agencies that together cover all 254 counties do that, and the TDHCA Help for Texans page finds the one for your area. TDHCA also funds the Weatherization Assistance Program, which helps homes use less energy. Before you call, gather ID, income records for the household and your most recent electric and gas bills.
City programs in Austin and San Antonio
Some of the strongest help in Texas comes from city-owned utilities. In Austin, the City of Austin Utilities Customer Assistance Program (CAP) gives bill discounts to households in which someone takes part in certain state, federal or local assistance programs. Its Plus 1 fund gives emergency help to customers who are having temporary trouble paying utility bills. In San Antonio, the Residential Energy Assistance Partnership (REAP) brings together CPS Energy, the City of San Antonio and Bexar County. REAP offers energy bill assistance twice a year, and the city and county process the applications. CPS Energy says it puts at least $1 million a year into the REAP fund. Elsewhere, ask your provider for its hardship program by name.
Complaints to the PUCT and gas regulators
The PUCT asks customers to contact their provider first. Ask for a supervisor if the first answer does not solve the problem. If an electric issue is still not fixed, file a complaint with the PUCT Consumer Protection Division. For a gas utility, the Railroad Commission of Texas is the regulator to contact. Before you file, write down your account number, the date of each call, the names of people you spoke with and copies of any notices. If a shutoff date is close, say so at the start of the call. City utilities and cooperatives have their own review processes, so ask that office how to appeal a decision about your account.
Settlemont as one more track for a Texas bill
Settlemont gives Texans a private way to ask for help with one current bill. The bill owner fills in six fields: first name, email, state, category (Utility, Medical or Education), amount and due date. Next comes a one-time access code and a private step to name the biller. Staff verify the provider, the owner and the balance before anything goes public. A supporter's money goes directly to the biller, never as cash to the bill owner. A bill counts as paid only when a reviewer records a confirmation reference from the biller and a confirmed zero balance. Approval is not a promise that a bill will be paid on time, so keep your deferred payment plan and CEAP application active.
Sources
- Public Utility Commission of Texas: 16 TAC 25.483 Disconnection of Service
- Public Utility Commission of Texas: Consumer Protection
- Railroad Commission of Texas: Summary of Adopted Rule 7.460
- Texas Department of Housing and Community Affairs: CEAP
- CPS Energy: Residential Energy Assistance Partnership (REAP)
- City of Austin Utilities: Customer Assistance Program Overview
Facts checked November 2026. Rules change, so confirm with the agency or utility before relying on a protection.
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