The main Texas utility help number is 2-1-1, a free statewide hotline that connects you to bill payment assistance, energy aid programs, and local nonprofits. You can also reach the line at (877) 541-7905. If your problem is a billing dispute or a complaint against your electric provider, call the Public Utility Commission of Texas instead at 1-888-782-8477. Both calls are free, and picking the right one first saves days.
Call 2-1-1 for Bill Payment Help
Dial 2-1-1 from any phone in Texas and you reach a community resource specialist who can point you to local nonprofits, government programs, and charities that help with electricity, natural gas, and water bills. The toll-free alternative is (877) 541-7905. You can also start a live chat in English or Spanish at 211texas.org.12-1-1 Texas. 2-1-1 Texas
Texas routes 2-1-1 calls through an Area Information Center model, so your call lands at a local hub that tracks aid programs specific to your county. A specialist in El Paso will not send you to a charity that only serves Harris County. That matters because most utility assistance in Texas is administered by local community action agencies, not the state directly. The specialist can tell you which agency covers your area, what documents to bring, and whether funding is currently available.
What 2-1-1 Can Connect You To
The largest program the specialist will likely mention is the Comprehensive Energy Assistance Program, which is how federal Low Income Home Energy Assistance Program dollars reach Texas households. CEAP provides direct payments toward heating and cooling costs.2Texas Department of Housing and Community Affairs. Comprehensive Energy Assistance Program
Eligibility is based on household income at or below 150 percent of the federal poverty guidelines. For 2026, the limits are $23,940 for one person, $32,460 for two, $40,980 for three, $49,500 for four, $58,020 for five, $66,540 for six, $75,060 for seven, and $83,580 for eight. Add $8,520 for each additional household member beyond eight.3Texas Department of Housing and Community Affairs. Community Affairs Income Guidelines
Federal law requires states to conduct outreach to households that include elderly members, people with disabilities, or young children, and those groups often receive priority when funding runs short.4Office of the Law Revision Counsel. 42 USC 8624 – Applications and Requirements CEAP is not an entitlement, and funding can run out during the program year. Apply early if you qualify.
The Texas Department of Housing and Community Affairs does not take CEAP applications directly. Local community action agencies handle all intake and income verification.5Texas Department of Housing and Community Affairs. Community Affairs Programs Find the agency for your county by calling 2-1-1 or visiting the TDHCA Help for Texans page at tdhca.texas.gov/help-for-texans.6Texas Department of Housing and Community Affairs. Help for Texans
When you contact the local agency, bring:
- Proof of citizenship or legal residency for every household member (birth certificate with photo ID, U.S. passport, permanent resident card, or employment authorization card).
- Proof of all gross income for the past 30 days for every household member, including pay stubs, Social Security award letters, pension documents, child support records, or unemployment benefits. If you have no income, the agency will have you complete a Declaration of Income Statement.
- Current utility bills for electricity, gas, and water, showing the meter number and service address.
Incomplete documentation stalls processing. Bring originals and copies to the first visit so you do not have to make a second trip.
Call the Public Utility Commission for Complaints
The PUC handles a different kind of problem. If your retail electric provider has overbilled you, refused a payment arrangement you believe you are entitled to, or disconnected your service improperly, the PUC is where you escalate. Reach them at 1-888-782-8477 or at 512-936-7120 for the Austin office. TTY users can call 1-800-735-2988, and you can email consumer@puc.texas.gov.7Public Utility Commission of Texas. Contact Us
Before filing, you need to have already contacted your provider and failed to reach a resolution. The PUC online complaint form at puc.texas.gov/Complaints/Index walks through two steps: entering your account details, then describing the problem in up to 2,500 characters. You can upload supporting documents such as billing statements or correspondence in PDF, JPG, TXT, or PNG format, up to 20 MB total.8Public Utility Commission of Texas. Electric Complaint Form
The PUC regulates electric, telecommunications, and water and sewer utilities statewide. If your provider violated a rule under the Texas Administrative Code, the commission can intervene on your behalf. That is particularly useful when a provider refuses a deferred payment plan during a period when one is required by law.
Know Your Rights Before You Call
A few Texas rules put you in a stronger position when you contact either number.
Disconnection Notice
Your retail electric provider must give you a written disconnection notice with a shutoff date at least 10 days after the notice is issued. That date cannot fall on a weekend, a holiday, or a day when the provider’s payment staff is not available.9Legal Information Institute. Texas Administrative Code Title 16 25.483 – Disconnection of Service A notice that does not meet those requirements is grounds for a PUC complaint.
Extreme Weather
During an extreme weather emergency, providers cannot disconnect residential service. For natural gas, the rule applies when the previous day’s high temperature stayed at or below 32 degrees Fahrenheit and forecasts show it will not climb above that threshold for the next 24 hours.10Legal Information Institute. Texas Administrative Code Title 16 7.460 – Suspension of Gas Utility Service Electric providers follow similar rules, and your provider must offer a deferred payment plan for bills that come due during these periods.11Legal Information Institute. Texas Administrative Code Title 16 25.480 – Bill Payment and Adjustments
Summer Payment Plans
Residential customers who have expressed an inability to pay a bill due in July, August, or September can request a payment plan. Customers designated as critical care or chronic condition residential customers are also eligible for these summer plans. Your provider is not required to offer one if you are already on a deferred, level, or average payment plan.11Legal Information Institute. Texas Administrative Code Title 16 25.480 – Bill Payment and Adjustments
Critical Care and Chronic Condition Status
If you or a household member depends on electric-powered medical equipment, apply for critical care or chronic condition status through your transmission and distribution utility. The designation does not eliminate your obligation to pay and does not guarantee uninterrupted power. It does trigger additional notice requirements before disconnection and makes you eligible for payment plans during high-usage months.12Public Utility Commission of Texas. Application for Chronic Condition or Critical Care Residential Customer The application requires an emergency contact name; if you decline to provide one, you must state that explicitly on the form, or the application will be rejected.
Which Number to Call First
If you are behind on a bill and worried about disconnection, call 2-1-1. The specialist will direct you to local agencies that can apply payments to your account, help you gather CEAP paperwork, and connect you with emergency funds from churches or nonprofits that will not show up in a web search. If your provider has already done something you believe is wrong, call the PUC at 1-888-782-8477. The two agencies serve different functions, and calling the wrong one first costs time you may not have.