Do electricity regulators really regulate?

Watchdog Nation had a theory: Some electricity companies, despite horrendous customer service, are getting away with it. But is the theory true?

Based on the hundreds of letters we receive each year at the Fort Worth Star-Telegram from people complaining about their electricity bills, we wondered what happened to the thousands of complaints about electricity companies that go to the Public Utility Commission of Texas each year.

Do the companies get penalized?