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)