Important Information Regarding Electronic Communication and Transactions

Read This Notice Carefully and Keep a Copy for Your Records

Prior to your receiving login access to the City of Austin Utilities' electronic bill payment service, the City of Austin (City) requires you to review the terms and conditions of this User Access Agreement as defined below. You indicate your consent of same by using the Online Service.

Notice: Read this agreement carefully before you log in and use the options available on this website and made available to you by the City of Austin and its third-party service providers (together, the Online Service).

If you do not wish to become a party to this agreement and be bound by all of its terms and conditions, select the appropriate button or link to cancel the login process and do not use the Online Service. These terms and conditions may be amended or supplemented at any time, and you take the Online Service subject to such updated terms as a user of the Service.

Electronic Bill Payment Terms and Conditions

Electronic Bill Payment Access User Agreement

This Electronic Bill Presentment and Payment User Access Agreement ("Agreement") is provided by City of Austin Utilities and governs your use of the Online Service.

Functions provided by the Online Service are also governed by other separate legal agreement(s), such as the City's Utility Services Regulations, which you may have with the City of Austin, or any of its affiliates, including but not limited to, their terms and conditions.

The following definitions apply to this Agreement:

  • City — The City of Austin, Texas
  • Online Service — The City of Austin Utilities' electronic bill presentment and payment system available on the Internet
  • Agreement — The Electronic Bill Presentment and Payment User Access Agreement
  • Utility Account — The utility services you are being provided by the City of Austin
  • Business Day — Monday through Friday, excluding City Holidays
  • You, your — The person, persons, or entities in whose name the Utility Account is carried on the books of the City of Austin and shall include the masculine, feminine, and neuter genders and plural as well as the singular whenever the context so permits
  • Us, our, we, and payee — The City of Austin and all of its affiliates and subsidiaries

Permission to Access

As additional consideration for your agreeing to these terms and conditions, the City of Austin is willing to provide you with a limited, non-exclusive, right to access this website and use the Online Service for your internal use only, but only pursuant to the terms and conditions of this Agreement.

Security Deposit Waiver

Qualifying customers can have their security deposit waived if certain conditions are met. Customers are encouraged to review the following for details of those conditions:

Utility Account Functions

The Online Service allows City of Austin customers to access information regarding their Utility Account and initiate transactions from customers' bank accounts to pay their City of Austin utility bills. Such Utility Account functions include the following:

  • View Utility Account information
  • Schedule payments to the City of Austin
  • Report Utility Account problems, request information, or order changes to Utility Account information or services via a secured communication and transaction channel

By directing the City of Austin to initiate a payment, you authorize the City of Austin or its agent to withdraw from the banking account you designate the amount of funds required to complete the assigned transaction.

You regard your requests for Utility Account functions, instructions to change existing Utility Account information or services, and other communications received via the Online Service as legal authorizations by you.

Customer Service

You may contact the City of Austin by calling our Utility Customer Care Center at 512-494-9400. Representatives are available to assist you Monday through Friday, 7:00 a.m. to 9:00 p.m. CST and Saturday 9:00 a.m. to 1:00 p.m. CST.

Customer Care representatives may provide assistance only within the guidelines set forth by this Agreement and the City's Utility Service Regulations. Customer Care representatives are not authorized to negotiate any of the terms of this Agreement or of the Online Service.

The same encryption process used to secure your Utility Account information secures messages sent via the forms provided by the Service. The Customer Care feature provided by the Service may be used to securely transmit confidential information to the City of Austin.

Errors with Electronic Funds Transfers (EFTs)

In case of errors or questions about your online payment, contact the City of Austin by the following means:

Write to us:
City of Austin Utilities Customer Care
Attn: Escalations
721 Barton Springs Rd.
Austin, TX 78704-1186

Call us: 512-494-9400

Email us:

The City of Austin must hear from you within sixty (60) days after the first statement on which the problem appeared. Please contact us and provide:

  • Your name and Utility Account number
  • A description of the error or the transfer about which you are unsure, and explain why you believe there is an error
  • The dollar amount of the suspected error

If you call us to report a suspected error, we may require that you send us your complaint or questions in writing within ten (10) business days.

The City of Austin will notify you of the result of our investigation within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days to investigate your complaint or questions. If we decide to do so, we will provisionally credit your Utility Account within ten (10) business days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation.

If the City of Austin asks you to state your complaint or question in writing and we do not receive it within ten (10) days, we may not provisionally credit your Utility Account. If we decide that there was no error, the City of Austin will send you a written explanation within three (3) business days after we finish the investigation. You may ask for copies of the documents that were used in the investigation.

Customer Responsibility for Reporting Stolen Passwords or Unauthorized Transfers

You must notify the City of Austin Utilities Customer Care immediately at 512-494-9400 if you become aware of an incident that might have compromised your account. Calling Customer Care directly is the most secure way to notify us so as to limit the amount of loss.

Copyright Information

All logos, service marks, trade names, and trademarks contained within this site are the sole property of the City of Austin or its agents. It is prohibited for anyone to use such trademarks. This site may also contain such logos and trademarks of a third party.

The content contained in this site is protected by copyright law. It is prohibited for users to display, distribute, publish, sell, transmit, license, and create derivative works or to use any content that is contained within the City of Austin's website for any purpose whatsoever. Any unauthorized use of this information may be punishable by law.

Disclaimer to the Online Service

The City of Austin will make commercially reasonable efforts through the Online Service to complete a bill payment to your Utility Account on time and in the correct amount in accord with this Agreement. However, the City of Austin is responsible for making such efforts to fulfill only those Utility Account requests actually received via the Online Service.

The City of Austin in any event shall not be liable nor accountable for any damages or losses of any kind (whether direct or indirect) resulting from a delay or any other failure of the Online Service, including transmittal of a message via the service, whether arising from user error, malfunction of equipment, natural impediments, networking impediments, and/or inaccurate or incomplete information, failure by you to have sufficient funds in your banking account, or by any other cause, and by using the Online Service you understand the possibility of same and agree to this. In no event shall the City of Austin's or the third-party service providers' liability for damages exceed the total aggregate fees you paid to the City of Austin for the Online Service transaction.

Though every attempt is made to provide accurate and timely information on our website, the Online Service (and all information and data you may receive as a result of accessing the Online Service) is provided "as is" without warranty of any kind, and no warranties, either express or implied, are made with respect to the Online Service and such information, including but not limited to any implied warranties of merchantability, fitness for a particular purpose, title or non-infringement, or any other warranties that may arise from usage of trade or course of dealing. The City of Austin and the third-party service providers do not warrant, guarantee, or make any representations regarding the use of or the results of the use of the Online Service (and all information and data you may receive as a result of accessing the Online Service) in terms of correctness, accuracy, reliability, or otherwise and do not warrant that the operation of the website and the Online Service will be uninterrupted or error free. The City of Austin and the third-party service providers expressly disclaim any warranties not stated herein. You agree that the Online Service (and all information and data you may receive as a result of accessing the Online Service) is not a consumer good for purposes of federal or state warranty laws. These terms and conditions may be amended or supplemented at any time, and you take the Online Service subject to such updated terms as a user of the Service.

If You Do Not Consent to These Terms and Conditions

If you do not consent to continuous monitoring of activity on the Online Service and the terms and conditions explained above, please exit the Online Service now.

Date last reviewed or modified: 7/30/20