Austin Energy evaluating ways to assist customers

March 26, 2020

Austin Energy takes tremendous pride in serving its customers — not just in delivering safe, reliable and affordable energy — but through our programs and efforts to help people who need it most. We know the way we serve and engage with our customers will look different in these uncertain times but we remain committed to helping the community.

Austin Energy is currently evaluating a number of different options to focus resources where they are needed most. These options may include adjusting the eligibility criteria for Austin Energy’s Plus 1 emergency financial aid program, making it accessible to individuals who have experienced financial hardship due to the COVID-19 pandemic. We are exploring this and other options to provide assistance to those in need from the crisis.

“People rely on City of Austin utilities to meet critical needs,” said Jackie Sargent, Austin Energy General Manager. “The community relies on us to provide an essential service, and Austin Energy will make every effort to support people who are struggling to pay their bills due to increased usage, loss of work, or other complications during the COVID-19 pandemic.”

The City of Austin is committed to the health and safety of the public and has suspended all utility disconnects for non-payment. Additionally, customers who were recently disconnected for non-payment have been reconnected.

Customers experiencing higher than normal bills can also sign up for Austin Energy’s Budget Billing program. With Budget Billing, customers can have levelized monthly payments, averaged using the last 12 months, to avoid uncertain costs from month-to-month.