FAQ – Billing and Service
What utilities does the City Provide?
Does the City have a Customer Portal?
How do I recover a browser saved portal password?
How do I connect or disconnect my utilities?
How much will it cost to connect my utilities?
To connect residential utilities, there is a $75.00 service initiation fee and a $150.00 deposit. The deposit will be charged to your first bill. The deposit may be waived, for one of the following reasons:
- Provide a letter of credit from your current utility provider stating that you haven’t had any late charges, NSF checks or Disconnects for non-payment in the last 12 months.
- Sign up to have your monthly payments drafted from your bank account or credit card for a guaranteed 12 month period.
There is a $75.00 service initiation fee.
A deposit will be charged that is equal to double an average for the location or similar, or a minimum of $150.00. The deposit is charged to your first bill. The deposit may be waived for the following reasons:
- Applicant provides a letter of credit from a previous utility company showing no late payments in the prior 36 months.
- Applicant provides a letter of credit from a bank.
- Applicant provides a surety bond.
- Applicant was a prior City customer with a good payment history.
- Applicant elects to have his bill automatically drafted from a credit card or bank account on a monthly basis for a guaranteed period of 12 months.
Both residential and commercial deposits are returned after a Good Payment History (GPH) has been established. This is defined as 12 consecutive months of payments with no late charges and no NSF checks. The deposit is then credited against your utility bill. If a GPH is never established, the deposit is credited against the final bill when the account is disconnected.
Deposits billed on behalf of non-City entities (MUDs) are subject to their own policies and may not adhere to the process above as each has their own set of rules.
Do I have to come to the Utility Office to pay my bill?
Our automatic draft program is available to customers choosing to have their monthly utility bill automatically deducted from their checking account or credit card each month on the due date. The program saves customers the cost of postage and checks, eliminates monthly check writing, and provides a record of payment on the customer’s bank or credit card statement.
Payments may also be:
- Mailed to: PO Box 200662 Dallas, TX 75320
- Deposited in our drop box located at: The drive-thru payment lane at the Georgetown Municipal Complex (no cash, please)
- Paid at Gus’ Drugs, First Texas Bank or any HEB store in Texas
- Credit or Debit card payments may also be taken online or over the phone (VISA, MasterCard, and Discover Card are accepted)
Do you offer paperless billing?
Do you offer automatic payments drafts?
Do you offer any tools to help me manage my water and electric usage?
This tool is available through our CSS online portal 24 hours a day, 7 days a week and can be accessed from your computer. You can even download your consumption data into a spreadsheet for further analysis.
Can I change the due date on my utility bill?
When you pick your due date, you’ll see the change in your due date on your next bill. Your bill will be due on the due date you have selected each month, even if that date is on a weekend or holiday.
You can pick any date from 1 to 28, whatever works best for you and your family.
Please note, changing your due date will not extend the due date of your current bill. Your account must be current (have a zero balance) to sign up.
Important items to note:
- You can change your due date once every 12 months.
- Both residential and nonresidential accounts are eligible.
- Accounts participating in consolidated billing are not eligible.
- If your account becomes past due or is disconnected due to nonpayment you will may be removed from the Pick Your Own Due Date program and will not become eligible again for 12 months.
- If your selected due date is close to your billing date, occasionally a new bill may be issued before your previous bill is paid. This will cause both balances to appear on your new bill.
- If your selected due date is within 20 days of your bill day, you will have less time to pay than normally allowed.
- If you move within our service area, your selected due date will not move with you. You will need to request a new due date when you get your new account number.
4-Step notification Process for Past due accounts
- Late Notices are mailed to customers with unpaid balances the day after the billing due date.
- An Automated phone call is provided to the phone number on the account ten days after the billing due date.
- A second late notice is mailed to customers with unpaid balances 20 days after the due date.
- A second Automated phone call is provided to the phone number on the account 25 days after the billing due date.
To receive these notification via text, just sign up for the service in your online CSS portal.
***It is strictly against policy for any customer service representative to accept payment in the field.***
Programs requests are made through the CSS portal.
Information on Your Utility Bill
- Account Number – Number to use in the online portal and when calling Customer Care about your account
- Date Due – Date by which to pay bill to avoid penalty
- Service Period – The period is which you are billed for
- Billing Date – The date the bill was processed
- Contact Information – Email and numbers to call if you have questions
- Billing Messages – Messages or announcements
- Contributions – Voluntary charitable contribution to the Good Neighbor Fund
- Service Details – List of charges for each of your utility services