Your Rights as a Customer (YRAC)
As a Texas electricity customer, the Public Utility Commission of Texas (PUCT) grants you specific rights guaranteed by law. This document summarizes those rights in plain language. The full version is available at puc.texas.gov.
011. Right to choose your provider
In Texas's deregulated market you have the right to freely choose your electricity provider (REP, Retail Electric Provider) without affecting service quality or continuity. The wires company (TDU: CenterPoint, Oncor, AEP, TNMP) remains the same.
022. Right to clear information
Before signing you have the right to receive — free and in writing: • Electricity Facts Label (EFL) — rate, fixed charges, contract • Terms of Service (TOS) — full plan terms • Your Rights as a Customer (YRAC) — this document All available in Spanish and English.
033. Right to cancel without penalty (Right of Rescission)
If you are a new residential customer, you have 3 federal business days from the date you receive your contract in writing to cancel without paying any penalty. To exercise this right send written notice to support@velcorenergy.com or call (800) 715-6516.
044. Right to non-discriminatory service
The provider cannot deny you service based on race, color, sex, national origin, religion, marital status, source of income, disability, geographic location within the certified area, or any other basis prohibited by law.
055. Right to a fair deposit
If a deposit is required, it cannot exceed the average peak-month bill amount. The provider must pay interest on your deposit and return it (with interest) after 12 months of timely payments or upon canceling service without an outstanding balance.
066. Right to a Deferred Payment Plan
If you have difficulty paying a high bill, you can request a Deferred Payment Plan under PUCT rule 25.480 — splitting your debt into monthly installments without interest. Eligible: extreme heat alerts, certified medical emergencies, unemployment, military deployment, among others.
077. Right to avoid unfair disconnection
Your service CANNOT be disconnected: • Federal holidays or the day before • Weekends (except the following Monday) • When forecast temperature is ≥ 100°F or ≤ 32°F in your ZIP • While you are disputing a bill in good faith • Without prior written notice of at least 10 days
088. Right to Critical Care / Chronic Condition status
If your household includes a person with a critical medical condition requiring continuous electricity (oxygen, dialysis, etc.), you can register as a Critical Care Residential Customer. You receive additional notification before any disconnection and extra protections during weather emergencies.
099. Right to dispute bills
You have the right to dispute any charge. While the dispute is ongoing, you CANNOT be disconnected for the disputed amount. Steps: 1. Call your REP first (Velcor Energy: 800-715-6516) 2. If unresolved, contact PUCT: 1-888-782-8477 or puc.texas.gov 3. For emergencies or formal complaints: complaints@puc.texas.gov
1010. Right to privacy
Your personal and electricity-usage information is protected. Your REP cannot share it with third parties for marketing purposes without your express consent.
1111. Right to a Service Quality Report (PUCT Scorecard)
You can review any Texas REP's performance at powertochoose.org — including satisfaction, response time, complaints, and regulatory compliance.
1212. Help resources
PUCT Customer Protection Division: 1-888-782-8477 puc.texas.gov · Email: customer@puc.texas.gov Low-Income Energy Assistance Program (LIHEAP): tdhca.state.tx.us Velcor Energy: support@velcorenergy.com · 800-715-6516 · 100% bilingual support.