Provider Complaint Scorecard
Search for retail electric providers (REPs) to compare PUCT complaint ratings and recent complaint history. Select a provider to view a detailed complaint profile. This page has two main sections: an article that explains what PUCT complaint ratings are, how they’re calculated, and what they actually measure; and the Provider Complaint Scorecard below, where you can compare providers using the latest complaint data and trends.
Compare PUCT Ratings & Complaint History
Select a provider to view detailed charts.
What Is The PUCT Complaint Scorecard?
The Retail Electric Provider Complaint Scorecard is an official report that tracks how often Texans file complaints against each licensed electricity provider. It gives consumers a regulator-backed way to compare provider track records before signing up for a plan.
Official Sources
Power Wizard uses two official Public Utility Commission of Texas (PUCT) resources throughout this page:
PUCT Complaint Scorecard — Monthly provider ratings and rankings
PUCT Supplier Complaint Statistics — The underlying complaint data used to calculate those ratings
Published by the Public Utility Commission of Texas (PUCT).
Updated monthly, typically during the third week of each month.
Uses a rolling six-month complaint history rather than a single snapshot.
Only providers with active offers on Power to Choose receive ratings.
New providers generally need a meaningful volume of customers before the PUCT assigns them a rating, so newer or very small companies may not appear on the scorecard at all.
Key Takeaways
- Complaint ratings are designed to help consumers compare providers, but they should be considered alongside pricing, customer experience, plan transparency, and overall reputation.
How Complaint Ratings Are Calculated
The scorecard follows a consistent, repeatable process each month. Here is how a raw complaint becomes a star rating:
- Informal complaints are filed with the PUCT.
- Complaints are measured over a rolling six-month period.
- Complaint rates are normalized relative to customer count.
- Providers are ranked against other participating providers.
- Providers are grouped into five star categories.
The Five-Star Scale
Texas Electricity Complaint Market Overview
Complaint data can help show whether issues are isolated, recurring, or concentrated in certain categories. Power Wizard reviews market-level complaint patterns before looking at individual provider performance.
Monthly Complaint Volume Trend
Total informal complaints filed by month
Complaint Category Distribution
Share of complaints by type across the market
Rating Distribution
Number of providers in each PUCT star category
Market Insight
What the latest complaint period suggests
Across the Texas market, billing issues remain the most common source of informal complaints, and overall volume eased slightly in the most recent month. Most complaints stay concentrated in a small number of providers, so reviewing complaint patterns by company is more useful than looking at the market total alone.
Strengths Of The PUCT Scorecard
Used correctly, the scorecard is a genuinely useful tool. Here is what it does well.
- Independent regulatory source
Data comes directly from the PUCT, not the providers themselves. - Consistent methodology
The same scoring process is applied to every provider each month. - Normalized by provider size
Complaints are measured relative to customer count, not raw totals. - Updated monthly
Refreshed regularly so the picture stays reasonably current.
Limitations of The PUCT Scorecard
The scorecard is a helpful reference, but it has clear boundaries. Keeping these four points in mind makes it easier to interpret the ratings accurately.
- Measures Complaints, Not Customer Satisfaction
The scorecard tracks complaints filed with the PUCT, not overall customer satisfaction. Many customers who experience issues never file formal complaints. - Ratings Are Relative Rankings, Not Absolute Quality Scores
Providers are grouped into rating categories based on how they compare with other qualifying providers. A 5-star rating does not necessarily mean a provider delivers the best customer experience, and a 1-star rating does not automatically indicate poor service. - Ratings Do Not Determine Whether a Provider Was Ultimately At Fault
Complaint ratings reflect filed complaints and complaint activity. They do not represent formal findings of fault or wrongdoing by the PUCT. - Ratings Should Not Be Viewed In Isolation
Complaint ratings can be useful directional indicators, but they do not measure pricing competitiveness, renewal practices, plan transparency, bill predictability, or the overall customer experience.
Our View: Complaint Ratings Are One Piece Of The Puzzle
Complaint ratings provide a useful directional signal, but they are not a definitive measure of provider quality. Power Wizard reviews complaint ratings when evaluating providers, but we do not rely on complaint scores alone. We weigh complaint history alongside several other factors to give Texans a complete picture.
The Result
The result is a more balanced recommendation. Complaints history matters, but it never decides the outcomes on its own.
PUCT Complaints FAQ
The Public Utility Commission of Texas refreshes the complaint scorecard monthly, generally during the third week of the month. Each update reflects a rolling six-month average of complaints rather than a single month in isolation.
Providers must have active offers on Power to Choose and a meaningful volume of customers before the PUCT assigns a rating. New or very small providers may not yet have enough data to be scored.
Because ratings are normalized by customer count, a provider with few customers can swing between categories based on just a handful of complaints. Larger providers tend to have more stable ratings month to month.
No. Complaint ratings only count complaints filed with the Public Utility Commission of Texas (PUCT). They do not capture overall customer satisfaction, online reviews, or issues that were resolved directly with the provider without a complaint being filed.
Yes. Because the score is based on a rolling six-month window, a provider that reduces complaints and resolves issues quickly can move into a higher category over time.
No. We treat complaint ratings as one directional input among several. We also evaluate pricing consistency, renewal practices, plan transparency, customer experience, product structure, market reputation, and long-term performance.