Utility Customer Services

Utility Customer Services drive-thrus and lobbies are open, M-F, 8 a.m. to 5 p.m. at the Municipal Building, 630 E Hopkins and at the SMEU Building, 1040 Hwy 123. Signage will be posted at all facilities requiring visitors to follow CDC guidelines, including wearing a mask and maintaining at least six feet of distance from those who do not reside in the same home.  Anyone experiencing COVID-related symptoms should not enter a facility.

Sanitizing stations and plexiglass screens have been installed in public facing areas within buildings. Masks are required for everyone over ten years of age inside public facing facilities; masks will be available at all facilities for those who do not have one.  

Customer service representatives may also be reached by emailing or calling 512-393-8383. Many tasks can also be taken care of through Customer Connect. For more information on the reopening, check out the press release.

Assistance Options

Because of the effects of the COVID-19 pandemic, the City understands that some customers are concerned about being able to make their utility payments. Our Utility Customer Service Division is providing options to assist utility customers in navigating these challenging times. Please review the assistance options for information on financial assistance, extended payment arrangements, late fees, and disconnections.

  1. Utility Assistance
  2. Extended Payment Arrangements
  3. Donate to Help Others

Residents needing financial assistance may visit the Community Action website to complete applications due to COVID-19 related income loss or for other regular utility financial assistance not related to the pandemic.  Applications are available in both English and Spanish and may be completed online, emailed, or dropped off at their office at 215 S. Reimer Avenue, Ste 130, San Marcos.

Priority for financial assistance is given to the lowest percentages of income levels, highest energy burdens, vulnerable individuals 60 years and over, persons with disabilities, families with children five years of age or younger, and veterans. Recipients must also live in Hays, Caldwell, or Blanco Counties.

Other Utility Assistance Agencies:

 

  1. Late Fees and Disconnections
  2. Customer Payment Options
  3. Additional Service Options

Late fees for utility bills have been suspended until August 1, 2021. A Late Fee Waiver request form is no longer required. 

To provide relief for those who are not currently able to pay for utility services, there will be a temporary freeze on utility disconnects for non-payment of services until August 1, 2021. 

In addition to the freeze on utility disconnects, we ask that any customer needing assistance paying their utility bill to please call 512.393.8383 to request payment arrangements or payment extensions.

Stay Vigilant about Potential Fraud

Some customers may be the victim of phone or email scams, especially during the COVID-19 crisis. We urge you to remain vigilant and aware of the potential for people to try to get you to send them money or gift cards, or provide them with your personal information.

Common Sense Steps to Avoiding Scams

Your San Marcos Utility Billing Center will never call you asking for personal information. If you suspect the call is not legitimate, take note of the number then terminate the call immediately.

We do not call customers after normal business hours or on weekends.

We are currently not disconnecting utilities. If you receive a call demanding payment or telling you they will shut off your services, please terminate the call immediately.


Helpful Phone Numbers

Other Private Utility Companies

Winter Weather Event Utility FAQs

The City of San Marcos knows our utility customers have many questions following the Winter Storm Event and the ERCOT-mandated rolling outages. The following frequently asked questions will help with answers about the electric outages, your utility bill, and how this event may affect utility rates. We’ll update our customers as new information becomes available in upcoming weeks.

  1. Who actually decided what areas lost power, how long they would be out, and when this would happen?
  2. ¿Quién decidió cuales áreas perderían energía, cuanto tiempo estarían sin energía y cuando sucederían?
  3. Why did some areas seem to have power on more often than others?
  4. ¿Por qué algunas áreas parecían tener energía con más frecuencia que otras?
  5. Why did some areas have longer outages than others?
  1. ¿Por qué algunas áreas tuvieron cortes más prolongados que otras?
  2. Why was my power off after the rolling outages stopped?
  3. ¿Por qué se cortó la energía después de que se detuvieron las interrupciones del servicio?
  4. Will our electric and water rates be increased because of the storm event?
  5. ¿Aumentaran nuestras tarifas de electricidad y agua debido a la tormenta?
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