Manage Your Utility Account

Manage Access and Maintain Current Information

City of Austin Official Seal

City of Austin utility customers have a variety of options available to them to update and manage access to their utility account, add authorized users, release account information, and request past account records.

Change Your Mailing Address or Phone Number

You can update your mailing address and phone number by one of two ways:

Add a Financially Responsible, Authorized User

City of Austin utility customers can add another adult to their account as a financially responsible, authorized user.

Authorized users are usually spouses, domestic partners, roommates, or business associates. The authorized user may live at the address listed on the account and benefit from utility services.

What Authorized Users Can Do

Authorized users can access billing information, but not the account holder's personal information, such as a Social Security Number. They can request to start or stop service and can make payments. Authorized users also are financially responsible for utility bills while they benefit from services.

Who Can Be an Authorized User

To qualify, authorized users must:

  • Be 18 or older.
  • Have proper identification, such as a Social Security Number, driver's license, Texas ID, U.S. Passport, or Matricula Consular.
  • Have authorization from the account holder.
  • Agree to be financially responsible for the account.
  • Not have a past due balance with City of Austin utilities.

Regardless of relationship status, the authorized user must be authorized by the account holder.

How To Add a Financially Responsible, Authorized User

To add an authorized user, account holders can call Customer Care at 512-494-9400. Please have proper identification ready. Customer Care may ask for additional documentation.

Account holders can also login to Online Customer Care to add an authorized user.

Release Account Information

City of Austin utility customers can give another person, such as a parent, caretaker, or a business associate — someone who does not live with them — access to their account.

Details

  • Access can be unrestricted, or you can limit the information shared.
  • The person or agency given access must not benefit from the utility service. However, they may make arrangements without being legally responsible for the bill.

Next Steps

The account holder must complete and sign the Release of Information Authorization form (pdf), and submit it by mail, fax, or email to:

City of Austin Utilities - Customer Care Contact Center
721 Barton Springs Road
Austin, TX 78704-1194

Fax: 512-505-4020

Email: Customer Care

Request Past Account Records

If you are (or have been) a City of Austin utility customer, you can request your past account information, including usage, billing history, and other records.

  • If you need the most recent 12 months of records, please call Customer Care at 512-494-9400.
  • If you need information older than 12 months, you must follow the request process below.

The Texas Attorney General's office has ruled that this information is not subject to Public Information Act requirements. We cannot send you information for accounts that are not your own.

If We Need to Research Your Account

If you need information older than 12 months, we will need to research your account. We will charge a research fee of $25 per hour. This fee will be billed to your current utility account.

If you don't have a current utility account, we will mail you an invoice. Once we receive your payment, the records will be released.

How to Request Your Past Account Records

In your request, include:

  • Your current contact information.
  • Your current utility account number (or if you are no longer a customer, your previous account number).
  • If you would like the research cost prior to when we process your request.
  • The time period for the requested records.

Mail your request to:

City of Austin Utilities - Customer Records
721 Barton Springs Road
Austin, TX 78704-1194

Email: Customer Care

Learn More

 

Date last reviewed or modified: 1/31/20

Customer Services
Disability Assistance

Relay Texas: 7-1-1
TDD: 512-477-3663 

Request Accommodations

Report Outages
Twitter


Follow Us