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Ethics

For matters related to Residential Electric Service or the February 2021 Severe Weather Event

Electric Reliability Council of Texas, Inc. (ERCOT) manages the flow of electric power to 26 million Texas customers – representing about 90 percent of the state’s electric load. As the independent system operator for the region, ERCOT schedules power on an electric grid that connects more than 46,500 miles of transmission lines and 680+ generation units. 

ERCOT does not provide retail electric services to consumer end users nor does ERCOT own generation or transmission/distribution assets.

Please note that ERCOT is not the appropriate entity to investigate disruption of residential electric service. These matters should be directed to the reporting party’s retail electric provider or the Public Utility Commission of Texas (PUCT). The PUCT can be reached by calling the Consumer Complaint Hotline at 1-888-782-8477, by submitting an online complaint form, or by emailing customer@puc.texas.gov.

In addition, the Office of Public Utility Counsel (OPUC) can serve as a resource to residential and small commercial consumers, and consumers can register concerns about utility bills or services with OPUC by calling 1-877-839-0363 or by emailing opuc_customer@opuc.texas.gov. OPUC was created by the Texas Legislature in 1983 to represent the interests of residential and small commercial consumers, as a class, in utility proceedings in Texas. Pursuant to its current statutory mission, OPUC represents residential and small commercial consumers, as a class, in the electric, water, wastewater, and telecommunications utility industries in Texas. OPUC primarily represents these consumers before the PUCT, State Office of Administrative Hearings (SOAH), state courts and  through the ERCOT Board and stakeholder process.

ERCOT operates under a Code of Conduct summarizing the ethical principles of professional conduct at ERCOT. The Code of Conduct applies to all ERCOT employees and contractors and is designed to support and guide us in making business decisions consistent with our corporate values of integrity and operational excellence. ERCOT personnel are expected to operate in a manner that reflects high ethical standards, adhering to ERCOT’s key principles of business conduct, including the following:

  • Doing what is right
  • Respecting the rights of others
  • Upholding the law
  • Maintaining the integrity, confidentiality and privacy of information
  • Avoiding a conflict of interest
  • Conducting ourselves appropriately

As part of ERCOT’s commitment to uphold these principles of business conduct, all employees and contractors sign an ethics agreement. The ERCOT Ethics Agreement requires that employees and contractors conduct ERCOT’s business legally, with integrity and total objectivity and in compliance with all laws, rules, regulations, protocols and ERCOT policies and procedures. The agreement includes sections on confidential information, prohibited conflicts of interest and non-solicitation. The ERCOT Ethics Agreement is signed and reaffirmed annually, reinforcing our commitment to integrity and ethical business operations.

ERCOT requests that it be promptly notified of any violations of the ERCOT Ethics Agreement or Code of Conduct. You may provide notification through the organizational chain of command, to ERCOT’s Human Resources department, to the ERCOT General Counsel  or through ERCOT’s confidential third-party reporting service, EthicsPoint.

Anyone who has suspicions of fraud, theft, illegal bribes, or other violations of ERCOT’s Ethics Agreement or Code of Conduct may submit an EthicsPoint report through the EthicsPoint website or by calling 1-866-ETHICSP (384-4277). Reporting parties may choose to remain anonymous. Please note that ERCOT is not the appropriate entity to investigate any matters involving a retail electric provider or residential electric service. These matters should be directed to the party’s Retail Electric Provider or the Public Utility Commission of Texas (PUCT) by calling the Consumer Complaint Hotline at 1-888-782-8477, by submitting an online complaint form, or by emailing customer@puc.texas.gov.

In addition, the Office of Public Utility Counsel (OPUC) can serve as a resource to residential and small commercial consumers, and consumers can register concerns about utility bills or services with OPUC by calling 1-877-839-0363 or by emailing opuc_customer@opuc.texas.gov. OPUC was created by the Texas Legislature in 1983 to represent the interests of residential and small commercial consumers, as a class, in utility proceedings in Texas. Pursuant to its current statutory mission, OPUC represents residential and small commercial consumers, as a class, in the electric, water, wastewater, and telecommunications utility industries in Texas. OPUC primarily represents these consumers before the PUCT, State Office of Administrative Hearings (SOAH), state courts and  through the ERCOT Board and stakeholder process.

ERCOT has an important responsibility -- to support the Texas community by providing reliable electrical service, customer choice and well-functioning markets. We are also citizens of the communities in which we operate, and our citizenship is reflected in the way we fulfill our professional responsibilities and conduct our business. To that end, ERCOT representatives must always be mindful of the importance of maintaining high standards of ethical and professional conduct.

Key Documents

Nov 21, 2022 - docx - 58.7 KB
Oct 2, 2020 - docx - 43.6 KB
Oct 10, 2022 - docx - 53.3 KB
Nov 21, 2022 - docx - 52.2 KB
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