City of Austin Utilities returns to standard collections activities in July as utility bill assistance continues

July 7, 2021

While the City continues to assist residents impacted by Winter Storm Uri and the COVID-19 pandemic, standard operations around non-payment — including service disconnections — resume July 14.



The City provided millions of dollars in emergency utility bill relief to thousands of customers through efforts including rate reductions, utility bill credits and a funding infusion to the Plus 1 Customer Assistance Program from Austin Water and Austin Energy. Additionally, disconnections for non-payment were suspended in March 2020. 

To continue responsibly serving customers and the community, the City started mailing service disconnection notices this month to customers who are behind on their bills. Those customers will receive a mailed letter from the City notifying them that their account is past due and that their services are subject to disconnection after the stated due date. As a courtesy, the City may deliver a door hanger as well.

“If you receive a disconnection letter, the most important thing to do to avoid any interruption of service is to contact us as soon as possible,” said Kerry Overton, Austin Energy’s Deputy General Manager and Chief Customer and Compliance Officer. “We want customers to know that we’re here to help, and we have options available that can help you get back on track.” 

Though some standard collections activities are coming back, expanded assistance is still available for struggling customers. The City offers flexible payment arrangements and/or utility bill assistance. 

• To learn more the disconnection process, visit coautilities.com/go/disconnectionfaqs. 

• To learn more about payment options, please visit coautilities.com/go/paymentoptions or contact the City at 512-494-9400. The Utility Contact Center’s hours of operation are Monday through Friday, 7 a.m. to 9 p.m., and Saturdays from 9 a.m. to 1 p.m.

• To apply for financial assistance, begin the application process online at AustinBillHelp.com.

How to know if the communication received is legitimate and not a scam?

City of Austin Utilities will never call and demand payment over the phone. We will never come to your door and demand direct payment. To confirm authenticity, contact the Utility Contact Center at 512-494-9400. They can review the status of your account and help report a crime if you have experienced someone impersonating utility employees. More information about utility scams can be found here.