Bill Disputes

How to Request an Administrative Review

City of Austin Official Seal

The City of Austin has a process for customers to dispute their utility bill if they have a concern.

Request an Administrative Review

The first step in disputing a bill is to request an administrative review from City of Austin Utilities Customer Care.

This process starts after the customer calls 512-494-9400 or visits one of the City of Austin's Utility Customer Service Centers at:

Request an Administrative Hearing

If the problem is not resolved through an administrative review, the next step is for the customer to request an administrative hearing.

A hearing request:

Mail administrative hearing requests to:

City of Austin – Utility Hearing Request
721 Barton Springs Road
Austin, Texas 78704

Or by email to City of Austin Utilities Bill Disputes.

What to Expect

The customer can appear in person, be represented by an attorney, or both. An administrative hearing normally happens on a mutually-agreed day with an impartial hearings officer.

Some conditions will not be considered for an administrative hearing. These include:

For additional information on these procedures, download the City of Austin Customer Rights and Confidentiality of Personal Information (pdf).

More information on utility service regulations and payment standards can be found in City of Austin Code, Section 15-9-75.

Learn More

Date last reviewed or modified: 1/31/20