High Water Bill Options

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

WHAT YOU CAN DO

If after taking these steps you still feel your bill is high, please contact our customer service team at 512-494-9400. We will review your water usage and possibly direct you to apply for a water bill adjustment.

WATER BILL ASSISTANCE

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. You will be asked to provide:
A copy of the leak repair receipt or paid in full invoice which describes the repair
Your Austin Water account number
The property address where the repair took place
Range of high bill dates caused by the leak
The date and description of the repair

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).

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
Complete and submit the High Volume Water Bill Adjustment Application within 90 days of the high use bill

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.

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