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 

Utility providers 

Cable and internet providers 

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 

Natural gas distribution franchises 

State-issued cable/video franchises (issued by the Public Utility Commission of Texas) 

  • AT&T U-Verse
  • Grande Communications
  • Spectrum (Charter Communications) 

License agreement 

3-Year Extension 

Natural Gas Utility Rate Cases

2025 Texas Gas Service Rate Case

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

Native Files-Schedule WPs Index (PDF)

Account 903 WNSA (.xlsm)

Customer Deposits (.xlsm)

Mains Study (.xlsm)

Meter and Regulators (.xlsm)

Odorization Expense (.xlsm)

Odorization Plant (.xlsm)

Peak Demand (.xlsm)

SCH B OPC Negative Acquisition Adjustment (.xlsm)

SCH B-1 OMA Inventory (.xlsm)

SCH B-1 Stores Balances (.xlsm)

SCH B-1 TGS Materials and Supplies (.xlsm)

SCH B-10 EDIT (.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 CWC Taxes (.xlsm)

SCH B-6 Lead-Lag Study - TGS (.xlsm)

SCH B-7 Customer Deposits (.xlsm)

SCH B-8 Customer Advances (.xlsm)

SCH B-9 Reg NOL WPs (.xlsm)

SCH B-9 TGS ADIT WPs (.xlsm)

SCH E Cost of Capital (.xlsm)

SCH G-11 Interest on Customer Deposits (PDF)

SCH G-12 Uncollectibles (.xlsm)

SCH G-23 PIT Expense (.xlsm)

SCH G-25 Credit Card Transactions (.xlsm)

SCH G-6 Benefits and Payroll Taxes - Direct and SS (.xlsm)

Service Charges (.xlsm)

Service Lines (.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-10.b Rent Adj (.xlsm)

WKP G-6.b Benefits and Payroll Taxes (.xlsm)

WKP G-9.a Direct Misc Adj (.xlsm)

WKP G-9.b Insurance Adj (.xlsm)

WKP G-9.c.2 Misc Adj (.xlsm)

Native Files - Svc Area Stand Alone Schedules

2025 CGSA Rate Case Model (.xlsm)

2025 RGV Rate Case Model (.xlsm)

2025 WNSA Rate Case Model (.xlsm)

Native Files-Svc Stand Alone Schedules Index (PDF)

Native Files - Proposed and Svc Area Stand Alone Tariffs

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-TGS-IS_Proposed (.docx)

CNG-1-ENV-TGS-OS_Proposed (.docx)

1-INC-TGS-IS-COG_Proposed (.docx)

1-ENV-TGS-OS-COG_Proposed (.docx)

CRR-All-ISOS_Proposed (.docx)

PIT-TGS-ISOS_Proposed (.docx)

 PIT-Rider-TGS-ISOS_Proposed (.docx)

WNA-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-1-TGS-IS_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)

QSR-TGS-ISOS_Proposed (.docx)

TAC §7.455-Curtailment Plan_Sep 1 2022 (.docx)

TF-TGS-IS_Proposed (.docx)

TF-TGS-OS_Proposed (.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)

CRR-All-ISOS_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-RGV-IS_Proposed (.docx)

CNG-1-ENV-RGV-OS_Proposed (.docx)

1-INC-RGV-IS-COG_Proposed (.docx)

1-ENV-RGV-OS-COG_Proposed (.docx)

CRR-All-ISOS_Proposed (.docx)

PIT-RGV-ISOS_Proposed (.docx)

PIT-Rider-RGV-ISOS_Proposed (.docx)

RCE-Rider-RGV-IS_Proposed (.docx)

RCE-Rider-RGV-OS_Proposed (.docx)

WNA-RGV-ISOS_Proposed (.docx)

T-1-RGV-IS_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)

QSR-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)

CRR-All-ISOS_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-1-WNSA-IS_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)

TF-WTX-IS_Proposed (.docx)

TF-WTX-OS_Proposed (.docx)

Native Files-Proposed and Svc Area Stand Alone Tariffs Index (PDF)

Native Files - Brown Testimony Exhs

Native Files-Brown Testimony Exhs Index (PDF)

Exhibit AQB-1 (.xlsm)

Exhibit AQB-3 (.xlsm)

Native Files - Downum Testimony Exh

Native Files-Downum Testimony Exh Index (PDF)

EXHIBIT KJD-1 (.xlsm)

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 Schedules Index (PDF)

Fairchild Schedules (.xlsm)

Native Files - Fairchild Testimony WPs

Native Files-Fairchild Testimony WPs Index (PDF)

Fairchild Testimony Workpapers (PDF)

Native Files - Husen Testimony Exhs 

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-Husen Testimony WPs Index (PDF)

Husen Table JJH-1 WKP (.xlsm)

Native Files - King Testimony Exh

Native Files - King Testimony Exh Index (PDF)

EXHITBIT CLK-1 Prepaid Pension Asset (.xlsm)

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 (B) - Purchased Gas (.xls)

WP (C-1 through C-4) - Payroll Expenses (.xlsm)

WP (C-5) - Other O&M (.xlsm)

WP (D) - Fed Income Tax (.xlsm)

WP (E-1_E-2_ E-3) - Payroll Taxes (.xlsm)

WP (E-4 through E-9) - Other Taxes (.xlsm)

WP (F) - Interest on Customer Deposits (.xlsm)

Native Files - Raab Testimony WPs

Native Files - Raab Testimony WPs Index (PDF)

Banner Bills Volumes Detail TGS OR 202401 (PDF)

Banner Bills Volumes Detail TGS OR 202402 (PDF)

Banner Bills Volumes Detail TGS OR 202403 (PDF)

Banner Bills Volumes Detail TGS OR 202404 (PDF)

Banner Bills Volumes Detail TGS OR 202405 (PDF)

Banner Bills Volumes Detail TGS OR 202406 (PDF)

Banner Bills Volumes Detail TGS OR 202407 (PDF)

Banner Bills Volumes Detail TGS OR 202408 (PDF)

Banner Bills Volumes Detail TGS OR 202409 (PDF)

Banner Bills Volumes Detail TGS OR 202410 (PDF)

Banner Bills Volumes Detail TGS OR 202411 (PDF)

Banner Bills Volumes Detail TGS OR 202412 (PDF)

Billing Determinants_COM (.xlsm)

Billing Determinants_RES (.xlsm)

CGR (PDF)

Com_CG (.xlsm)

Com_RGV (.xlsm)

Com_WN (.xlsm)

Generation_ALT (.xlsm)

RGVR (PDF)

TGS Town Codes and Service Areas (.xls)

WNR (PDF)

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)

Exhibit TDS-7 RGVSA CCOS Study (.xlsm)

Exhibit TDS-8 RGVSA Class Rev Alloc (.xlsm)

Native Files - Simpson Testimony Exh

Exhibit TDS-8 RGVSA Class Rev Alloc Index (PDF)

Exhibit JMS-2 Texas Gas Service ADIT Calculation (.xlsm)

Native Files - Simpson Testimony WPs

Native Files - Simpson Testimony WPs Index (PDF)

CO 91 Report 17 Fed Rate Case Detail (PDF)

CO 91 Report 30 Fed Rate Case Detail (PDF)

SCH B-9 CGSA ADIT WPs (.xlsm)

SCH B-9 Reg NOL WPs (.xlsm)

SCH B-9 RGVSA ADIT WPs (.xlsm)

SCH B-9 TGS ADIT WPs (.xlsm)

SCH B-9 WNSA ADIT WPs (.xlsm)

Native Files - White Testimony WPs

Native Files - White Testimony WPs Index (PDF)

White Testimony Workpapers (.xlsm)