Direct Payment Questions to
Austin Energy Customer Care Contact Center
phone: (512) 494-9400
e-mail: Payments

Customer Payment Standards

Payments
Current customer payment standards require that payment be received on or before the due date printed on the bill. Payments received after the due date will incur a five percent (5%) penalty on the water, wastewater, and electric portions of the current bill.

Deposits
The City will refund customer deposits to the account in the month  following compliance with these provisions:

	The total balance due has been paid before the penalty due date during the last 12 consecutive billing cycles for the same account for residential customers
	The total balance due has been paid before the penalty due date during the last 24 consecutive billing cycles for the same account for commercial customers

The City will refund a customer's deposit, including interest earned to the customer, if the customer discontinues service and no outstanding balance is due.

Utility Service Regulations
The Utility Service Regulations (Select Volume 1, Title 15, Chapter 15-94) list the full details of the customer payment standards.