May 27, 2010
Tips for Managing Your City of Austin Utility Account
Keeping your City of Austin utility account up to date helps city utilities provide better customer service.
Telephone Number. Customers should make sure their account has an up to date mailing address and telephone number. When a storm causes a large number of power outages, a customer call to Austin Energy (322-9100) reporting their outage automatically goes into the outage management system if the telephone number the customer is calling from is the number recorded in the utility account.
Powerlink number. When large storms occur causing many power outages, the outage telephone number (322-9100) switches to an automated system capable of handling about 5,000 calls at once. To get your outage recorded as quickly and efficiently as possible -- have your Powerlink number ready when you call. On cue, punch in your Powerlink number. This sends your address into the outage management system. Your Powerlink number is located in the right hand corner of your City of Austin utility bill.
Account Holder. If you reside at an address where the utility services are in the name of someone who has moved or, sadly, someone deceased, please update the account to the current account holder.
Third Party Designee. If you wish to allow your account information to be available to a third party at any time, please contact us to set up an authorized third party designation.
Update your utility accounts by calling the City of Austin Customer Service Center at 494-9400. You can also email updates to email@example.com. Be sure to include the account name, account number, account address and the account holder’s driver’s license number or last four digits of the social security number.
Payment Options The City of Austin provides for a variety of utility bill payment options:
Pay by Mail. Mail bill payments to City of Austin Utilities, P.O. Box 2267, Austin, Texas 78767. Please use the envelope and bill stub provided with your bill statement and please do not staple or use paper clips to attach your stub to your check. Do not send cash.
Pay Online. Visit www.coautilities.com and register your account. You can then view your utility bill, your usage history and make bill payments. Electronic check payments are free of charge. Debit or credit card payments are provided through a pay provider who charges a per transaction fee. No part of the fee goes to the City of Austin. You may also set up an Autopay, whereby the amount due will automatically be drafted from your checking account each month. Please contact the Customer Service Center (494-9400) to set up this payment option. Or you may pay your utility bill through your financial institution’s online payment service by contacting them directly.
Pay in Person. Pay in person at the Customer Service desks of a large number of grocery stores and other retail locations throughout Austin. Visit www.austinenergy.com for a complete list of locations. Payments can also be made at the Austin Energy Walk In Center located in the Rosewood-Zaragosa Center at 2800 Webberville Road. Center hours are Monday through Friday from 7:45 am until 4:30 pm.
Pay by Phone. Call toll-free (800) 959-7063 or (866) 694-5861 and pay with a credit card, debit card or electronic check. A handling fee is charged by the pay provider for each transaction, and transaction limits exist. No part of the fee goes to the City of Austin.
Use a Drop Box. Drop boxes are located outside 625 E. 10th street (Waller Creek Center) and outside 505 Barton Springs Road (One Texas Center). No cash, please! Payments made at a drop box are processed within the third business day after drop off.
Payment Information To ensure timely posting of your utility bill payment, please always include the name of the account holder and the account number (including the digit after the dash). Some customers may qualify for payment assistance or payment arrangements. Visit www.austinenergy.com for details or call (512) 494-9400.