Austin Energy Customer Care: Contacts, Billing, Assistance, and Service Basics

Who Austin Energy Serves and Why Customer Care Matters

Austin Energy is the community-owned electric utility for the City of Austin and parts of Travis and Williamson counties. As of 2025, it serves more than 500,000 customer accounts across roughly 437 square miles, providing power to over 1 million residents and thousands of businesses. Because it is publicly owned, customer care is designed around local accountability, outage responsiveness, and programs that reinvest in the community.

Customer Care supports the full customer lifecycle: starting or stopping service, billing and payments, financial assistance, outage reporting, and special protections for vulnerable customers. If you’re new to Austin, the most important links are the City of Austin Utilities online portal at coautilities.com for billing and service requests, and Austin Energy’s outage resources at outagemap.austinenergy.com for real-time reliability information.

How to Reach Customer Care (Phone, Web, Text, In‑Person)

The primary City of Austin Utilities Customer Care number for electric accounts is 512-494-9400. Live agents are available on weekdays during business hours (Central Time); the automated system for payments and account inquiries runs 24/7. For outages and electrical emergencies, use the dedicated Austin Energy outage line at 512-322-9100, which is staffed around the clock.

Online self-service is the fastest path for most tasks—create or manage your account at coautilities.com to start/stop service, view bills, set up AutoPay, request a payment arrangement, or update contact preferences. For accessibility, Texans can use TTY/relay by dialing 7-1-1 to connect with Customer Care, and Spanish language assistance is available on request.

• Customer Care (billing, service, payment arrangements): 512-494-9400; online: coautilities.com
• Power outages and downed lines: 512-322-9100; outage map/status: outagemap.austinenergy.com
• Text alerts (report/updates): Text OUT to 287846 (AUSTIN) from a phone number on file; manage alerts in your coautilities.com profile
• General city information and non-utility services: Austin 3-1-1 (or 512-974-2000 from outside Austin)
• Austin Energy headquarters (not a walk‑in payment office): 4815 Mueller Blvd, Austin, TX 78723; information: austinenergy.com

Billing, Rates, and Payment Options

City of Austin utility bills typically combine electric, water, wastewater, solid waste, and drainage charges on a single statement. Electric bills include an Austin Energy base rate and pass‑through items such as the Power Supply Adjustment and Regulatory Charge. These components can change periodically by City Council action or market fuel costs; review the latest rate details and riders at austinenergy.com before budgeting, especially during high-usage months (June–September).

Payment options include online one-time payments and AutoPay via coautilities.com, phone payments through the automated line at 512-494-9400, and mail-in checks or money orders. You can also enroll in Average Monthly Payment (AMP), which smooths seasonal spikes by averaging your last 12 months of bills and adjusting monthly. eBill (paperless billing) and text/email bill reminders can be activated in your online profile to reduce missed due dates and late fees.

If you need more time to pay, request a payment extension or a multi-installment arrangement online or by calling 512-494-9400 before the due date listed on your bill. Extensions are considered case-by-case and may require a partial payment. If your account is at risk of disconnection, contacting Customer Care early typically provides more options and can help you avoid additional fees.

Financial Assistance and Customer Protections

Austin Energy and the City of Austin offer layered assistance for households experiencing hardship. Many discounts are tied to the Customer Assistance Program (CAP), which uses eligibility from state programs such as SNAP or Medicaid to automatically apply monthly credits to electric and other City utility charges. If you believe you qualify but don’t see CAP discounts on your bill, call 512-494-9400 to verify eligibility or submit documentation.

Weatherization Assistance targets high bills at the source by funding energy efficiency upgrades—such as attic insulation, sealing, and HVAC tune-ups—for income-eligible customers. This program can deliver lasting bill reductions, especially in older housing stock. Additionally, medically vulnerable customers who rely on life-sustaining electric equipment can register to receive enhanced notifications and additional consideration during outages.

• Customer Assistance Program (CAP): Monthly bill credits for income-eligible customers; automatic enrollment if you participate in qualifying state programs. Details: austinenergy.com (search “CAP”).
• Payment arrangements and extensions: Request online at coautilities.com or call 512-494-9400 before your due date; options vary based on account history and balance.
• Weatherization Assistance: No-cost efficiency upgrades for qualifying homes; lowers long-term usage. Apply via austinenergy.com (search “weatherization”).
• Medically Vulnerable Registry: For customers using life-sustaining electric devices; enroll to receive proactive outage communications and disconnection safeguards. Call 512-494-9400 for requirements.

Outages, Emergencies, and Reliability

For safety hazards such as downed power lines, always call 9-1-1 first, then notify Austin Energy at 512-322-9100. To report or check an outage, use the outage line, the real-time map at outagemap.austinenergy.com, or text OUT to 287846 (AUSTIN) from a number associated with your account. During major storms, text and online channels typically provide the fastest status updates, including estimated restoration times once damage assessments are complete.

Restoration follows a triage process: public safety and critical infrastructure first (hospitals, water treatment), then circuits that restore the most customers, then smaller taps and individual service lines. Trim trees only when there is no risk of contacting energized lines; if vegetation is on or near lines, report it for a hazard check via 512-322-9100. If you operate critical equipment at home, consider a plan that includes battery backups and registering on the Medically Vulnerable Registry.

For planned maintenance outages, Austin Energy typically provides advance notice via email, text, or door hangers. Make sure your contact information is current in your coautilities.com profile so you receive timely alerts. Businesses with critical operations should also maintain an updated emergency contact and consider discussing reliability needs with Austin Energy in advance of peak seasons.

Starting, Stopping, or Transferring Service

New service requests are easiest online at coautilities.com. Have a government-issued ID, your Social Security number or Tax ID (or alternative documentation if you do not have an SSN), service address, and move-in date ready. Residential connections typically occur the next business day if the meter is accessible and safe; same-day service may be available for an additional fee if requested early in the day.

Deposits, if required, are based on credit history and prior payment performance with City of Austin Utilities. You may be able to waive or reduce a deposit with a letter of credit from a previous utility, proof of age 65+, or enrollment in certain assistance programs; ask a representative at 512-494-9400 for current criteria. Renters should ensure the electric service name change coincides with lease start to avoid responsibility gaps or unintended disconnections.

To stop or transfer service, submit your request at least one business day before your move-out or move-in date. Final bills and any refundable deposits will be settled after the final meter read. If you are moving into a newly built home or business, Austin Energy may require premise verification or meter set scheduling; builders and commercial customers can coordinate timelines with Customer Care to avoid delays.

Tips for Faster Resolution

Have your 10-digit utility account number, service address, and a phone number on file before calling or texting. Keep your email and mobile number current in coautilities.com so you receive outage and billing notifications. For billing questions, note the specific bill date and line item (for example, Power Supply Adjustment) to help the agent investigate efficiently.

When reporting outages, include whether you hear a loud pop, see a downed line, or if neighbors are also out—these details help Austin Energy classify the incident quickly. For assistance requests, contact Customer Care as soon as a hardship arises; earlier conversations generally allow more flexible payment options and can prevent fees and service interruptions.