TEXAS CUSTOMER SERVICE INSPECTOR (CSI) EXAM TEST QUESTIONS AND CORRECT ANSWERS (VERIFIED
ANSWERS) PLUS RATIONALES 2026 Q&A | INSTANT DOWNLOAD PDF
Core Domains
1. Texas Customer Service Inspector (CSI) Role and Scope of Practice
2. Texas Administrative Code (TAC) and Utility Commission Rules
*3. Customer Service Standards for Investor-Owned Utilities and Cooperatives*
4. Billing, Metering, and Account Dispute Resolution
5. Service Disconnection, Reconnection, and Credit Regulations
6. Complaint Handling, Escalation, and Documentation
7. Ethics, Confidentiality, and Consumer Rights Under Texas Law
8. Field Inspection Procedures and Safety Protocols
9. Emergency Situations and Service Protections for Vulnerable Customers
10. Regulatory Reporting and Enforcement Actions
Introduction
This comprehensive assessment is designed for candidates preparing for the Texas Customer Service Inspector (CSI)
Exam. The exam evaluates foundational knowledge of Texas utility regulations, applied customer service inspection
procedures, ethical standards, and real-world decision-making in service complaint resolution. Questions are
presented in multiple-choice and scenario-based formats, with emphasis on practical application of the Texas
Administrative Code, utility commission rules, and consumer protection laws. Each question includes a verified
correct answer and a detailed rationale to support exam readiness. Mastery of these domains ensures candidates
can effectively inspect, report, and enforce customer service standards across Texas utility providers.
,SECTION ONE: QUESTIONS 1 – 100
Question 1
A utility customer has received a bill that is triple the normal amount and believes the meter is faulty. Under
Texas CSI guidelines, what is the inspector’s FIRST required action?
A. Order an immediate meter replacement without customer request
B. Advise the customer to withhold payment until the meter is tested
C. Verify whether the customer has requested a meter accuracy test in writing
D. Refer the customer directly to the Public Utility Commission of Texas (PUCT)
🟢C
🔴 RATIONALE: Texas Administrative Code (TAC) requires that before a CSI can investigate a meter accuracy
complaint, the customer must have made a formal written request to the utility for a meter test. Inspectors must
first confirm this step.
Question 2
An investor-owned utility (IOU) disconnects a residential customer for nonpayment without a prior mailed
notice. Which rule has most likely been violated?
A. Substantive Rule 25.479, requiring written notice at least 10 days before disconnection
B. Substantive Rule 25.481, which prohibits disconnection without a field visit
C. Substantive Rule 25.483, which only allows disconnection after a sworn affidavit
D. Substantive Rule 25.485, requiring disconnection to occur only on weekdays
🟢A
,🔴 RATIONALE: TAC Substantive Rule 25.479 mandates that utilities provide written disconnection notice at
least 10 days before termination for nonpayment. Failure to do so is a violation.
Question 3
A Customer Service Inspector finds that a utility repeatedly failed to answer complaint calls within the required
timeframes. What is the most appropriate FIRST step?
A. Immediately levy a fine against the utility
B. Document the pattern and request call records for a 30-day period
C. Publish the findings on the PUCT public website
D. Instruct the utility to disconnect the complaint department manager’s phone line
🟢B
🔴 RATIONALE: Inspectors must first gather objective evidence, including call logs and records, to confirm a
pattern before any enforcement action or recommendation.
Question 4
Under Texas rules, which of the following is NOT a valid reason for same-day service disconnection without prior
notice?
A. Unauthorized use of electricity that creates an immediate fire hazard
B. Meter tampering that poses a safety risk to utility personnel
C. Customer’s failure to pay a disputed late fee from six months ago
D. Emergency situation declared by local authorities requiring utility action
🟢C
, 🔴 RATIONALE: Disputed late fees do not justify immediate disconnection without notice. Only immediate
safety threats, tampering with active danger, or declared emergencies allow same-day disconnection.
Question 5
A customer in Texas has a documented serious medical condition. What additional protection does this provide
regarding disconnection?
A. Complete immunity from disconnection for any reason for 12 months
B. Right to a 63-day deferred payment plan without any deposit
C. Requirement for utility to provide 30-day extended notice and avoid disconnection if payment arrangements
are made
D. Automatic bill forgiveness for all medical-related months
🟢C
🔴 RATIONALE: TAC Rule 25.481 protects medically vulnerable customers with extended notice and
disconnection prohibition if they enter into a deferred payment agreement.
Question 6
Which entity has ultimate enforcement authority over Texas Customer Service Inspector findings for IOUs?
A. Local city council
B. Texas Attorney General’s Consumer Protection Division
C. Public Utility Commission of Texas (PUCT)
D. Texas Department of Licensing and Regulation
🟢C
ANSWERS) PLUS RATIONALES 2026 Q&A | INSTANT DOWNLOAD PDF
Core Domains
1. Texas Customer Service Inspector (CSI) Role and Scope of Practice
2. Texas Administrative Code (TAC) and Utility Commission Rules
*3. Customer Service Standards for Investor-Owned Utilities and Cooperatives*
4. Billing, Metering, and Account Dispute Resolution
5. Service Disconnection, Reconnection, and Credit Regulations
6. Complaint Handling, Escalation, and Documentation
7. Ethics, Confidentiality, and Consumer Rights Under Texas Law
8. Field Inspection Procedures and Safety Protocols
9. Emergency Situations and Service Protections for Vulnerable Customers
10. Regulatory Reporting and Enforcement Actions
Introduction
This comprehensive assessment is designed for candidates preparing for the Texas Customer Service Inspector (CSI)
Exam. The exam evaluates foundational knowledge of Texas utility regulations, applied customer service inspection
procedures, ethical standards, and real-world decision-making in service complaint resolution. Questions are
presented in multiple-choice and scenario-based formats, with emphasis on practical application of the Texas
Administrative Code, utility commission rules, and consumer protection laws. Each question includes a verified
correct answer and a detailed rationale to support exam readiness. Mastery of these domains ensures candidates
can effectively inspect, report, and enforce customer service standards across Texas utility providers.
,SECTION ONE: QUESTIONS 1 – 100
Question 1
A utility customer has received a bill that is triple the normal amount and believes the meter is faulty. Under
Texas CSI guidelines, what is the inspector’s FIRST required action?
A. Order an immediate meter replacement without customer request
B. Advise the customer to withhold payment until the meter is tested
C. Verify whether the customer has requested a meter accuracy test in writing
D. Refer the customer directly to the Public Utility Commission of Texas (PUCT)
🟢C
🔴 RATIONALE: Texas Administrative Code (TAC) requires that before a CSI can investigate a meter accuracy
complaint, the customer must have made a formal written request to the utility for a meter test. Inspectors must
first confirm this step.
Question 2
An investor-owned utility (IOU) disconnects a residential customer for nonpayment without a prior mailed
notice. Which rule has most likely been violated?
A. Substantive Rule 25.479, requiring written notice at least 10 days before disconnection
B. Substantive Rule 25.481, which prohibits disconnection without a field visit
C. Substantive Rule 25.483, which only allows disconnection after a sworn affidavit
D. Substantive Rule 25.485, requiring disconnection to occur only on weekdays
🟢A
,🔴 RATIONALE: TAC Substantive Rule 25.479 mandates that utilities provide written disconnection notice at
least 10 days before termination for nonpayment. Failure to do so is a violation.
Question 3
A Customer Service Inspector finds that a utility repeatedly failed to answer complaint calls within the required
timeframes. What is the most appropriate FIRST step?
A. Immediately levy a fine against the utility
B. Document the pattern and request call records for a 30-day period
C. Publish the findings on the PUCT public website
D. Instruct the utility to disconnect the complaint department manager’s phone line
🟢B
🔴 RATIONALE: Inspectors must first gather objective evidence, including call logs and records, to confirm a
pattern before any enforcement action or recommendation.
Question 4
Under Texas rules, which of the following is NOT a valid reason for same-day service disconnection without prior
notice?
A. Unauthorized use of electricity that creates an immediate fire hazard
B. Meter tampering that poses a safety risk to utility personnel
C. Customer’s failure to pay a disputed late fee from six months ago
D. Emergency situation declared by local authorities requiring utility action
🟢C
, 🔴 RATIONALE: Disputed late fees do not justify immediate disconnection without notice. Only immediate
safety threats, tampering with active danger, or declared emergencies allow same-day disconnection.
Question 5
A customer in Texas has a documented serious medical condition. What additional protection does this provide
regarding disconnection?
A. Complete immunity from disconnection for any reason for 12 months
B. Right to a 63-day deferred payment plan without any deposit
C. Requirement for utility to provide 30-day extended notice and avoid disconnection if payment arrangements
are made
D. Automatic bill forgiveness for all medical-related months
🟢C
🔴 RATIONALE: TAC Rule 25.481 protects medically vulnerable customers with extended notice and
disconnection prohibition if they enter into a deferred payment agreement.
Question 6
Which entity has ultimate enforcement authority over Texas Customer Service Inspector findings for IOUs?
A. Local city council
B. Texas Attorney General’s Consumer Protection Division
C. Public Utility Commission of Texas (PUCT)
D. Texas Department of Licensing and Regulation
🟢C
