Collection FAQs

You will receive a mailed letter from the City notifying you that your account is past due and that your services are subject to disconnection after the stated due date. As a courtesy, the City may deliver a door hanger as well.

If you receive a disconnection letter, the most important thing to do to avoid any interruption of service is to connect with City of Austin Utilities to pay your bill in full or to make a payment arrangement and/or to review financial assistance options.

Call Customer Care at 512-494-9400. The hours of operation are Monday through Friday, 7:00 a.m. to 9:00 p.m., and Saturdays from 9:00 a.m. to 1:00 p.m.

City of Austin Utilities will never call and demand payment over the phone. We will never come to your door and demand direct payment. To confirm authenticity, contact Customer Care at 512-494-9400. They can review the status of your account and help report a crime if you have experienced someone impersonating utility employees.

Learn how to recognize and report utility scams

The City cannot specify the exact amount of time each customer has before services are disconnected. However, at a minimum, service disconnection notice letters are delivered at least 10 business days before issuing a disconnect order. This allows time to make a payment or contact Customer Care for alternative payment assistance options.

The City understands some customers may be experiencing continued hardships making it difficult to pay their bill. We ask that you contact City of Austin Utilities Customer Care at 512-494-9400, where a Customer Service Representative will review your account and discuss available options such as payment arrangements and/or financial assistance.

To reconnect utility service that was disconnected for non-payment, you will be asked to pay the full past due balance. If your services are disconnected and your payment is made after 7:30 p.m., power restoration is not guaranteed same day. Please contact Customer Care at 512-494-9400 for options. A $25 reconnection fee will be assessed on your next utility bill.

Customers with a serious or life-threatening medical condition can have their physician complete documentation to enroll in the Medically Vulnerable Registry (MVR), which provides case-management services and additional notification prior to disconnection. MVR is a service to help residents create an emergency plan in the event of disconnection but does not prevent disconnection or unplanned outages. Customers can begin the enrollment process by contacting Customer Care at 512-494-9400.