About utility complaints and rights-of-way
Learn how the City can assist you in filing a utility complaint. Discover resources to contact your provider and/or regulatory agencies directly. Find information about rights of way (ROW) including information about franchise and license agreements.
How to submit a utility complaint
The City of Austin assists residents with utility complaints, questions, or concerns. This includes help with gas, electric, and cable services.
If you need help communicating with your service provider, call 311 or send an email. You can also contact your provider directly or reach out to a regulatory agency for assistance.
How to contact regulatory agencies and service providers
Cable television and video services in the City from Spectrum, Astound Grande Communications and AT&T are now regulated by the Public Utility Commission of Texas (PUCT) under Public Utility Regulatory Act (PURA) Chapter 66. Telecommunications services are regulated by the PUCT and the Federal Communications Commission (FCC). Customer service standards are set by the FCC under Title VI of the Communications Act.
The City assists communications between subscribers and service providers. Subscribers with questions or complaints can contact regulatory agencies or their service provider directly using the following links.
Regulatory agencies
- Public Utility Commission of Texas (PUCT): For issues with electric services and cable providers.
- Texas Railroad Commission: For complaints related to gas services.
- Federal Communications Commission (FCC): For phone, internet, and other telecommunication services.
Utility providers
- Austin Energy: 512-494-9400
- Texas Gas Service: 800-700-2443
- ATMOS Energy: 888-286-6700
- Bluebonnet Electric Co-op: 800-842-7708
- Pedernales Electric Co-op: 888-554-4732
- CenterPoint Energy: 800-427-7142
- SiEnergy: 888-468-7007
Cable and internet providers
- Spectrum: 855-249-8269
- Astound Grande Communications: 512-220-4880 or Debbie Stoblernecki at 512-220-5254
- AT&T U-Verse: 800-288-2020
- Google Fiber: 877-454-6959
Right-of-way franchise & license agreements
These agreements grant the use of public rights of way (ROW) to a private utility for distribution and sale of natural gas or electricity, or providing broadband or cable services in the city. The franchise ordinance establishes the obligations and rights of each party. The following list includes the franchise agreements administered by the Financial Services Department.
Broadband services franchise
Electric franchises
- Bluebonnet Electric Co-op Agreement: https://www.austintexas.gov/edims/document.cfm?id=157434
- 2008 Pedernales Electric Co-op Agreement:
- 2008 Franchise
- 10 Year Extension of Franchise
- Oncor Electric Delivery
Natural gas distribution franchises
- Atmos: https://www.austintexas.gov/edims/document.cfm?id=117179
- Centerpoint: https://www.austintexas.gov/edims/document.cfm?id=227128
- SiEnergy: https://www.austintexas.gov/edims/document.cfm?id=290539
- Texas Gas Service: https://www.austintexas.gov/edims/document.cfm?id=98577
State-issued cable/video franchises (issued by the Public Utility Commission of Texas)
- AT&T U-Verse
- Grande Communications
- Spectrum (Charter Communications)
License agreement
Natural Gas Utility Rate Cases
- TGS SOI_Cities
-
2025 TGS SOI_Cities (PDF)
- Native Files-Schedules
-
Native Files-Schedules Index (PDF)
SOI Ex G - 2025 COS Schedules (.xlsm)
- Native Files-Schedule WPs
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Native Files-Schedule WPs Index (PDF)
SCH B OPC Negative Acquisition Adjustment (.xlsm)
SCH B-1 Stores Balances (.xlsm)
SCH B-1 TGS Materials and Supplies (.xlsm)
SCH B-3 Rule 8.209 Accrual (.xlsm)
SCH B-4 Pension OPEB Deferral (.xlsm)
SCH B-5 Prepaid Pension Asset (.xlsm)
SCH B-6 Lead-Lag Study - TGS (.xlsm)
SCH B-7 Customer Deposits (.xlsm)
SCH B-8 Customer Advances (.xlsm)
SCH G-11 Interest on Customer Deposits (PDF)
SCH G-12 Uncollectibles (.xlsm)
SCH G-25 Credit Card Transactions (.xlsm)
SCH G-6 Benefits and Payroll Taxes - Direct and SS (.xlsm)
WKP C.a _ WKP C-1.a Direct Plant and CCNC - TGS (PDF)
WKP C.b C-1.b D.b TGS Div PISCCNC_AR (.xlsm)
WKP C.c C-1.c _ D.c Corporate PIS_CCNC_AR (.xlsm)
WKP D.a 1080100 1080500 Accum Depr (.xlsm)
WKP D.a 1110100 1110500 Accum Amort (.xlsm)
WKP D.a Accum Depr - TGS (PDF)
WKP G-6.b Benefits and Payroll Taxes (.xlsm)
WKP G-9.a Direct Misc Adj (.xlsm)
- Native Files-Svc Area Stand Alone Schedules
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2025 CGSA Rate Case Model (.xlsm)
2025 RGV Rate Case Model (.xlsm)
- Native Files - Proposed and Svc Area Stand Alone Tariffs
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10-TGS-IS-Sm Res_Proposed (.docx)
15-TGS-IS-Lg Res_Proposed (.docx)
16-TGS-IS-CA Res_Proposed (.docx)
20-TGS-IS-Sm Com_Proposed (.docx)
25-TGS-IS-Lg Com_Proposed (.docx)
30-TGS-IS-Ind_Proposed (.docx)
40-TGS-IS-PubA_Proposed (.docx)
70-TGS-IS-GasLt_Proposed (.docx)
1Z-TGS-OS-Sm Res_Proposed (.docx)
1Y-TGS-OS-Lg Res_Proposed (.docx)
1W-TGS-OS-CA Res_Proposed (.docx)
2Z-TGS-OS-Sm Com_Proposed (.docx)
2Y-TGS-OS-Lg Com_Proposed (.docx)
3Z-TGS-OS-Ind_Proposed (.docx)
4Z-TGS-OS-PubA_Proposed (.docx)
7Z-TGS-OS-GasLt_Proposed (.docx)
CNG-1-ENV-TGS-OS_Proposed (.docx)
1-INC-TGS-IS-COG_Proposed (.docx)
1-ENV-TGS-OS-COG_Proposed (.docx)
PIT-Rider-TGS-ISOS_Proposed (.docx)
E5-TGS-FortBliss_Proposed (.docx)
EDR-TGS-IS-EcDev_Proposed (.docx)
RCE-Rider-TGS-IS_Proposed (.docx)
RCE-Rider-TGS-OS_Proposed (.docx)
T-EGEN-TGS-IS_Proposed (.docx)
T-1-ENV-TGS-OS_Proposed (.docx)
T-EGEN-ENV-TGS-OS_Proposed (.docx)
T-TERMS-TGS-ISOS_Proposed (.docx)
TAC §7.455-Curtailment Plan_Sep 1 2022 (.docx)
10-CenGulf-IS-Sm Res_Proposed (.docx)
15-CenGulf-IS-Lg Res_Proposed (.docx)
16-CenGulf-IS-CA Res_Proposed (.docx)
20-CenGulf-IS-Sm Com_Proposed (.docx)
25-CenGulf-IS-Lg Com_Proposed (.docx)
30-CenGulf-IS-Ind_Proposed (.docx)
40-CenGulf-IS-PubA_Proposed (.docx)
70-CenGulf-IS-GasLt_Proposed (.docx)
1Z-CenGulf-OS-Sm Res_Proposed (.docx)
1Y-CenGulf-OS-Lg Res_Proposed (.docx)
1W-CenGulf-OS-CA Res_Proposed (.docx)
2Z-CenGulf-OS-Sm Com_Proposed (.docx)
2Y-CenGulf-OS-Lg Com_Proposed (.docx)
3Z-CenGulf-OS-Ind_Proposed (.docx)
4Z-CenGulf-OS-PubA_Proposed (.docx)
7Z-CenGulf-OS-GasLt_Proposed (.docx)
CNG-1-CenGulf-IS_Proposed (.docx)
CNG-1-ENV-CenGulf-OS_Proposed (.docx)
1-INC-CenGulf-IS-COG_Proposed (.docx)
1-ENV-CenGulf-OS-COG_Proposed (.docx)
PIT-CenGulf-ISOS_Proposed (.docx)
PIT-Rider-CenGulf-ISOS_Proposed (.docx)
RCE-Rider-CenGulf-IS_Proposed (.docx)
RCE-Rider-CenGulf-OS_Proposed (.docx)
WNA-CenGulf-ISOS_Proposed (.docx)
T-1-CenGulf-IS_Proposed (.docx)
T-EGEN-CenGulf-IS_Proposed (.docx)
T-1-ENV-CenGulf-OS_Proposed (.docx)
T-EGEN-ENV-CenGulf-OS_Proposed (.docx)
T-TERMS-CGSA-ISOS_Proposed (.docx)
QSR-CGSA-ISOS_Proposed (.docx)
TAC §7.455-Curtailment Plan_Sep 1 2022 (.docx)
10-RGV-IS-SmRes_Proposed (.docx)
15-RGV-IS-LgRes_Proposed (.docx)
16-RGV-IS-CA-Res_Proposed (.docx)
20-RGV-IS-SmCom_Proposed (.docx)
25-RGV-IS-LgCom_Proposed (.docx)
30-RGV-IS-Ind_Proposed (.docx)
40-RGV-IS-PubA_Proposed (.docx)
70-RGV-IS-GasLt_Proposed (.docx)
1Z-RGV-OS-SmRes_Proposed (.docx)
1Y-RGV-OS-LgRes_Proposed (.docx)
1W-RGV-OS-CA Res_Proposed (.docx)
2Z-RGV-OS-SmCom_Proposed (.docx)
2Y-RGV-OS-LgCom_Proposed (.docx)
3Z-RGV-OS-Ind_Proposed (.docx)
4Z-RGV-OS-PubA_Proposed (.docx)
7Z-RGV-OS-GasLt_Proposed (.docx)
CNG-1-ENV-RGV-OS_Proposed (.docx)
1-INC-RGV-IS-COG_Proposed (.docx)
1-ENV-RGV-OS-COG_Proposed (.docx)
PIT-Rider-RGV-ISOS_Proposed (.docx)
RCE-Rider-RGV-IS_Proposed (.docx)
RCE-Rider-RGV-OS_Proposed (.docx)
T-EGEN-RGV-IS_Proposed (.docx)
T-1-ENV-RGV-OS_Proposed (.docx)
T-EGEN-ENV-RGV-OS_Proposed (.docx)
T-TERMS-RGV-ISOS_Proposed (.docx)
TAC §7.455-Curtailment Plan_Sep 1 2022 (.docx)
10-WNSA-IS-SmRes_Proposed (.docx)
15-WNSA-IS-LgRes_Proposed (.docx)
16-WNSA-IS-CA Res_Proposed (.docx)
20-WNSA-IS-Sm Com_Proposed (.docx)
25-WNSA-IS-Lg Com_Proposed (.docx)
30-WNSA-IS-Ind_Proposed (.docx)
40-WNSA-IS-PubA_Proposed (.docx)
70-WNSA-IS-GasLt_Proposed (.docx)
1Z-WNSA-OS-SmRes_Proposed 9 (.docx)
1Y-WNSA-OS-LgRes_Proposed (.docx)
1W-WNSA-OS-CA Res_Proposed (.docx)
2Z-WNSA-OS-Sm Com_Proposed (.docx)
2Y-WNSA-OS-Lg Com_Proposed (.docx)
3Z-WNSA-OS-Ind_Proposed (.docx)
4Z-WNSA-OS-PubA_Proposed (.docx)
7Z-WNSA-OS-GasLt_Proposed (.docx)
CNG-1-WNSA-IS_Proposed (.docx)
CNG-1-ENV-WNSA-OS_Proposed (.docx)
1-INC-WTX-IS-COG_Proposed (.docx)
1-ENV-WTX-OS-COG_Proposed (.docx)
E5-WNSA-FortBliss_Proposed (.docx)
EDR-WTX-IS-EcDev_Proposed (.docx)
PIT-WNSA-ISOS_Proposed (.docx)
PIT-Rider-WNSA-ISOS_Proposed (.docx)
RCE-Rider-WNSA-IS_Proposed (.docx)
RCE-Rider-WNSA-OS_Proposed (.docx)
WNA-WNSA-ISOS_Proposed (.docx)
T-EGEN-WNSA-IS_Proposed (.docx)
T-1-ENV-WNSA-OS_Proposed (.docx)
T-EGEN-ENV-WNSA-OS_Proposed (.docx)
T-TERMS-WNSA-ISOS_Proposed (.docx)
QSR-WNSA-ISOS_Proposed (.docx)
TAC §7.455-Curtailment Plan_Sep 1 2022 (.docx)
Native Files-Proposed and Svc Area Stand Alone Tariffs Index (PDF)
- Native Files - Brown Testimony Exhs
- Native Files - Downum Testimony Exh
- Native Files - Eakens Testimony Exh
-
Native Files-Eakens Testimony Exh Index (PDF)
Exhibit KWE-3 - EDIT Balance and Annual Amortization (.xlsm)
- Native Files - Fairchild Testimony Schedules
- Native Files-Fairchild Testimony WPs
- Native Files - Husen Testimony Exhs
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Native Files-Husen Testimony Exhs Index (PDF)
Exhibit JJH-3 CGSA Investment Reports for January 2024-December 2024 (.xlsm)
Exhibit JJH-4 RGVSA Investment Reports for January 2023-December 2024 (.xlsm)
Exhibit JJH-5 WNSA Investment Reports January 2022-December 2024 (.xlsm)
- Native Files - Husen Testimony WPs
- Native Files - King Testimony Exh
- Native Files - Lyons Testimony WPs
-
Native Files-King Testimony Exh Index (PDF)
WP (A) - Revenue by Customer Class (.xlsm)
WP (A-1) - Payment Lag, Residential Customers (.xlsm)
WP (A-2) - Payment Lag, Commercial Customers (.xlsm)
WP (A-3) - Payment Lag, Industrial Customers (.xlsm)
WP (A-4) - Payment Lag, Public Authority (.xlsm)
WP (A-5) - Payment Lag, Transporation (.xlsm)
WP (A-6) - Payment Lag, Irrigation (.xlsm)
WP (C-1 through C-4) - Payroll Expenses (.xlsm)
WP (D) - Fed Income Tax (.xlsm)
WP (E-1_E-2_ E-3) - Payroll Taxes (.xlsm)
- Native Files - Serna Testimony Exhs
-
Native Files-Serna Testimony Exhs Index (PDF)
Exhibit TDS-1 TGS CCOS Study (.xlsm)
Exhibit TDS-2 TGS Class Rev Alloc (.xlsm)
Exhibit TDS-3 WNSA CCOS Study (.xlsm)
Exhibit TDS-4 WNSA Class Rev Alloc (.xlsm)
Exhibit TDS-5 CGSA CCOS Study (.xlsm)
Exhibit TDS-6 CGSA Class Rev Alloc (.xlsm)
- Native Files - Simpson Testimony Exh
- Native Files - White Testimony WPs