Bill Disputes

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:

• 8716 Research Blvd., Ste. 115
• 2800 Webberville Road, Ste. 110
• 1901 W. William Cannon Dr. Ste. 100

Request must be made within 90 days.

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:

• Must be in writing and include the nature of the dispute as well as the total dollar amount being contested — if applicable.
• Must be made within 30 days of the Administrative Review.

Mail administrative hearing requests to:

City of Austin – Utility Hearing Request
4815 Mueller Blvd.
Austin, TX 78723-3573

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:

• The terms or denial of a deferred payment arrangement.
• A customer's financial inability to pay for rendered services.
• The rate schedule.
• Unexplained high utility consumption if the meter is accurate.
• Denial of services due to public health and safety concerns.
• A matter subject to a court decision.
• A decision made by the City about a claim for property damage or personal injury.

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

Learn More

• Get details on customer confidentiality and rights
• View eligibility requirements for our Customer Assistance Programs
• Get tips to help manage high home energy bills

Monday - Friday
7:00 a.m. to 9:00 p.m. CST

Saturday
9:00 a.m. to 1:00 p.m. CST

512-494-9400
VRS calls are accepted

Outside Austin call toll-free:
888-340-6465

About Our Translations

As a department of the City of Austin, Austin Energy uses an independent, online tool to provide automated (machine) translations on our websites. As with any machine translation, context and accuracy cannot be guaranteed.

If you experience difficulty with our translated text or need assistance, please call 512-494-9400 or 3-1-1 to speak with a representative. Thank you.

Como departamento de la Ciudad de Austin, Austin Energy utiliza una herramienta en línea independiente para proporcionar traducciones automáticas en nuestros sitios web. Como cualquier traducción automática, no se puede garantizar el contexto y la precisión.

Si tiene dificultades con nuestro texto traducido o necesita ayuda, llame al 512-494-9400 o al 3-1-1 para hablar con un representante. Gracias.

Là một bộ phận của Thành phố Austin, Austin Energy sử dụng một công cụ trực tuyến, độc lập để cung cấp các bản dịch tự động (máy tính) trên các trang web của chúng tôi. Như với bất kỳ bản dịch bằng máy nào, ngữ cảnh và độ chính xác không thể được đảm bảo.

Nếu quý vị gặp khó khăn với văn bản đã dịch của chúng tôi hoặc cần được hỗ trợ. Vui lòng gọi số 512-494-9400 hoặc 3-1-1 để nói chuyện với một người đại diện. Xin cảm ơn quý vị.