Austin Water is committed to excellent customer service and takes your high water bill concerns seriously. 

What You Can Do

If you still feel your bill is high after taking these steps, please contact COA Utilities Customer Service at 512-494-9400 for a review of your water usage. 

 

Winter Storm Uri Recovery and Customer Assistance

Customers who experienced high water usage due to Winter Storm Uri may apply for a high bill adjustment or water leak adjustment.  As part of Austin Water’s recovery and customer assistance efforts, temporary changes to the City guidelines have been introduced - allowing customers to access these services during this difficult time.

Assistance and Resources

 

I want to apply for water bill assistance 

 

I want to request a water leak bill adjustment

To request a water leak bill adjustment (City of Austin Code 15-9-141), you must:

  • Submit the request for a water leak bill adjustment within 90 days of leak repair
  • Provide a copy of the leak repair receipt (or paid in full invoice which describes the repair) and your Austin Water account number.

Fax these documents to 512-505-4035 or email to customercare@coautilities.com

A customer who requests and receives a water leak bill adjustment (City of Austin Code 15-9-141) may not request an administrative hearing under Chapter 15, Article 12 (Administrative Review and Hearing).

  • The property address where the repair took place
  • Range of high bill dates caused by the leak
  • The date and description of the repair
I want to apply for a high water bill adjustment

To be eligible to submit an application for a non-leak water bill adjustment (City of Austin Code 15-9-142), you must:

  • Be a single-family residential customer with at least 4 months of water billing history in addition to the disputed period at the service address 
  • Have not received an adjustment in the past 2 years 
  • Have been billed for water usage greater than or equal to three times your expected volume.

If eligible, the charges above your expected volume will be credited to your account.

A customer who applies for and receives a high water bill adjustment (City of Austin Code 15-9-142) may not request an administrative hearing under Chapter 15, Article 12 (Administrative Review and Hearing) for the same billing period.

 

Memos and Reports