Customer Rights

This is a summary of customer rights as set out in the Utility Service Regulations.

	Customers objecting to the actions, policies, or decisions of the City of Austin Utilities with regard to utility service may appeal informally to Austin Energy or the Austin Water Utility in person or by telephone to attempt a resolution.
	If the problem is not resolved, you have the right to request a formal hearing. If the disputed account was scheduled for disconnection, failure to initiate a formal appeal within three days of the response to your informal hearing may result in termination of services.
	A requested formal hearing will usually take place no more than five business days from the date of your request or on a day mutually agreed to by all parties. Prior scheduling commitments may delay your scheduling date.
	You may appear in person or be represented by an attorney or both.

The formal hearing will be before a hearing officer appointed by the City Manager. The hearing officer is not under the supervision of any of the City of Austin utility departments.

If your service was not terminated prior to the initiation of the formal appeal, your utility service will be continued until a final decision is rendered.

If your service was terminated prior to a valid formal appeal, upon payment of the initiation fee, service will be restored pending the decision of the hearing officer. Service may not be continued or reinstated if any of the following conditions exist:
	utility service diversion;
	a known dangerous condition;
	any unlawful use of service;
	the violation of any city ordinance, statute, or rule regulating the sub-metering of utility service;
	the violation of the city's electric code, plumbing code, energy conservation code, building code, mechanical code, sewers and sewage disposal code, fire code, or any city ordinance which relates to utility service.

If your service was terminated prior to a valid formal appeal, upon payment of the initiation fee, service will be restored pending the decision of the hearing officer. Service may not be continued or reinstated if any of the following conditions exist:
	utility service diversion;
	a known dangerous condition;
	any unlawful use of service;
	the violation of any city ordinance, statute, or rule regulating the sub-metering of utility service;
	the violation of the city's electric code, plumbing code, energy conservation code, building code, mechanical code, sewers and sewage disposal code, fire code, or any city ordinance which relates to utility service.

A request for a formal hearing will be denied when your sole complaint is:
	the determination of reasonableness or denial of a deferred payment agreement;
	your financial inability to pay for services rendered;
	the design, application, and fairness of the rates as approved by City Council;
	the city's findings of unlawful use of service or damage to city equipment, or the reasonableness of back billed costs associated with unlawful use of service or damage to city equipment.