Confidentiality and Customer Rights

Under the Texas Utilities Code, customers have a right to confidentiality in government-operated utilities. A customer can request that their address, phone number, billing information and information related to their volume of utility usage be kept confidential.  

Requesting confidentiality:

• Holds back some information that would normally be subject to Public Information Requests.
• Adds an extra layer of security to your account which helps prevent unauthorized access.

Austin Energy understands the importance of personal privacy and only discloses information as is permitted by State law. Though electric information is protected, other utility information may not have the same protections without this confidentiality notice.

How to Request Confidentiality

To request confidentiality, download, print, complete, and mail the Right of Confidentiality form to the address provided on the form.

Download the Customer Rights and the Confidentiality Request form (pdf)

If you have requested confidentiality in the past, you do not need to submit another request.

Utility Service Regulations

Chapter 15-9 of the Austin City Code contains Utility Service Regulations which detail our responsibilities for providing our customers with good service, fair treatment, and maximum possible safety.