New utility payment center now open in South Austin

November 16, 2020

City of Austin Utilities customers who live or work in South Austin now have another convenient option when managing their utility accounts with the grand opening of a new utility payment center at 1901 W. William Cannon Drive.

Opening its doors for the first time today, customers can not only pay their utility bills, but can also talk to customer care representatives about their bills, set up a flexible payment arrangement plan, and get additional information about utility programs at the site. The south payment center will be open Monday through Friday, 8:00 a.m. to 3:00 p.m.

Additionally, the site will offer a training room for the City of Austin Customer Assistance Program, which provides help to customers facing temporary and long-term financial difficulties as well as serious medical problems, and a room for City administrative hearings.

All City of Austin Utilities Payment Centers have COVID-19 safety precautions in place to keep customers and staff safe, including:

Face covering requirements for everyone inside the payment center, in accordance with Austin-Travis County public health orders
Following CDC guidelines for cleaning the building, with high-touch areas such as counters, door handles, waiting areas, and restrooms being sanitized more frequently throughout the day
Clear, plastic barriers at payment counters and health shields at desks
Hand sanitizing dispensers are available in the lobby
Markers on the lobby floor to encourage social distancing
Designated separate entrance and exit doors
Occupancy limit protocols

Check out this video tour of the new South Utilities Customer Care Center

City of Austin Utilities also has convenient online and phone options for customers to conduct business, eliminating the need to come to a service center, especially as the community continues to deal with COVID-19. Customers can make utility payments at coautilities.com or by calling 512-494-9400.

As the community continues to deal with COVID-19, City of Austin Utilities wants to remind customers that financial assistance is still available. A new, more flexible payment option that allows customers to pay outstanding balances over a longer time is now offered. Residential customers can spread their payments over 36 months, instead of the standard 24-month payment arrangement. Customers with a past-due bill are encouraged to act now to avoid late-payment fees and maintain services without interruption.

Customers who need help beyond a payment plan are encouraged to contact the City to review other available payment options and assistance programs. The City of Austin Customer Assistance Program (CAP) helps residential customers facing temporary and long-term financial difficulties, as well as those with serious medical problems. The Utility Bill Discount Program and the Plus 1 Financial Support Program provide direct, targeted relief to the most vulnerable customers experiencing hardship in paying utility bills. A 10 - 15 % reduction in electric, water, and wastewater rates for customers enrolled in CAP will continue for the entirety of fiscal year 2021.