Services for the Medically Vulnerable

Does someone in your home rely on life-support equipment? If you are a City of Austin Utilities customer, you may qualify for the Medically Vulnerable Registry.

Customers with critical medical conditions may need extra support during a utility outage. The Medically Vulnerable Registry provides eligible customers with: 

• Bill support: Individualized bill management and flexible payment plans to avoid losing service

• Emergency Backup Plans: Personalized emergency backup plans to prepare for power or water outages

Apply now through the Medically Vulnerable Registry Application.

Eligibility

To qualify, customers must meet one of the following criteria:

• Life Support: The resident is sustained by a life support system that requires uninterrupted electric or water service (no recertification required with annual check-ins).

• Critical Illness: The resident is being treated by a licensed medical provider for a critical illness such as paraplegia, quadriplegia, hemiplegia, multiple sclerosis, scleroderma, or other medical conditions that require heating or air conditioning (recertification required every five years, along with annual check-ins).

• Serious Illness: The resident is being treated by a licensed medical provider for a serious physical or mental illness impacted by changes in temperature (annual recertification required).

A licensed medical provider must verify eligibility. Once enrolled in the MVR Program, you may require recertification from your medical provider. You will be notified when the recertification period begins.

Next Steps

To join the registry, begin the Medically Vulnerable Registry Application or call Customer Care at 512-494-9400. Please have ready the name and number of the customer’s medical provider.

Please Note

Customers on the Medically Vulnerable Registry:

• Are not guaranteed uninterrupted power or priority restoration during an emergency
• Are still required to pay their monthly utility bill on or before the due date
• May still be subject to disconnect for non-payment