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Bill Disputes

The City of Austin has a process for customers to dispute their utility bill if they have a concern.

Request an Administrative Review

The first step in disputing a bill is to request an administrative review from City of Austin Utilities Customer Care.

For an electric bill concern, this process starts after the customer calls 512-494-9400 or visits one of the City of Austin’s Utility Customer Service Centers at:

  • 8716 Research Blvd., Ste. 115
  • 2800 Webberville Road, Ste. 110

Request an Administrative Hearing

If the problem is not resolved through an administrative review, the next step is for the customer to request an administrative hearing.

A hearing request:

  • Must be in writing and include the nature of the dispute as well as the total dollar amount being contested — if applicable.
  • Must be made within 90 days of when the bill was first disputed.

Mail administrative hearing requests to:

City of Austin – Utility Hearing Request
721 Barton Springs Road
Austin, Texas 78704

What to Expect

The customer can appear in person, be represented by an attorney or both. An administrative hearing normally happens on a mutually-agreed day with an impartial hearings officer.

Some conditions will not be considered for an administrative hearing. These include:

  • The terms or denial of a deferred payment arrangement
  • A customer’s financial inability to pay for rendered services
  • The rate schedule
  • Unexplained high utility consumption if the meter is accurate
  • Denial of services due to public health and safety concerns
  • A matter subject to a court decision
  • A decision made by the City about a claim for property damage or personal injury

For additional information on these procedures, download the City of Austin Customer Rights and Confidentiality of Personal Information (pdf).

More information on utility service regulations and payment standards can be found in City of Austin Code, Section 15-9-75.

 


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