Austin Utilities suspends energy disconnects amid coronavirus outbreak

The City of Austin Utilities has announced that it will suspend all residential and commercial disconnects to ensure customers have uninterrupted access to utility services during the coronavirus outbreak. 

In a press release, Austin Utilities said these measures were made possible after Mayor Adler declared a local disaster on March 6, allowing the City of Austin to reduce the possibility of exposure to COVID-19 and to promote the health and safety of all Austin residents. 

"As our community comes together to respond to the concerns of COVID-19, the city has taken steps to ensure customers have uninterrupted access to utility services. Mayor Steve Adler and the Austin City Council continue to work in conjunction with city officials to assist residents and businesses experiencing hardship due to COVID-19 and its economic impact," the release said. 

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Austin Energy has made immediate access available to all customers and has also offered "several programs that help customers stay on track with their utility bills," the press release states. 

  • Customers can be placed on a deferred payment plan. This will ensure the customer receives uninterrupted utility services as they work with utility representatives to develop a long-term plan that meets their financial needs.
  • Limited income customers and medically vulnerable customers may receive assistance through our Customer Assistance Programs. This will provide immediate and lasting utility bill relief for customers.

“As a municipally-owned utility, we are here to respond in times of need and support our customers who are experiencing difficulty paying their bills,” said Jackie Sargent, Austin Energy General Manager. “We put a process in place to prevent service disconnections and make it easy to get help with utility bills during this difficult time.” 

Austin Energy customers can contact the Customer Care Contact Center at 512-494-9400 with any questions or visit the company's website.