New website makes it easier than ever for City of Austin utility customers to apply for bill help

April 29, 2020

The City of Austin has taken steps to ensure customers experiencing hardships due to COVID-19 can get immediate utility bill relief. The Plus 1 Emergency Financial Support Program helps customers who are having financial difficulties and are unable to pay their utility bills due to unexpected emergencies. Now, customers can easily apply for help with their utility bills at

This website — available in English and Spanish — allows Austin Energy and Austin Water customers to apply for help online. Customers are eligible for Plus 1 emergency assistance if they, or a member of their household, have experienced a financial hardship, loss of job, or reduction in income related to COVID-19. This includes financial hardships based on illness, caring for a family member, shelter in place orders and the resulting closure of non-essential businesses, as well as school closures.

"We know that some customers who have never had a problem paying their utility bill before may be having trouble now," said Ronnie Mendoza, Customer Assistance Program Manager.

"We continue to look for more ways to help our customers, and we will make getting that help as easy as possible." City of Austin Utilities customers can email or call 512-765-9721 for additional guidance about the Plus 1 Program. The City also encourages any customer experiencing financial hardship due to COVID-19 to contact City of Austin Utilities at 512-494-9400 to discuss payment plan options, eligibility for other assistance and ways to reduce energy use and bills.