Utility Customer Services
Because of the effects of the COVID-19 situation, we understand that some customers are concerned about being able to make their utility payments. Our Utility Customer Service Division is providing customer service and payment options to assist utility customers navigate these challenging times.
We recently implemented some changes to make sure our customers’ utilities are not interrupted. Please review the implemented changes, options for making payments, how to contact our staff and options for requesting service remotely. The information contains services that are currently available, but can also be beneficial going forward.
We also included the phone numbers for several local assistance agencies in the event you wish to discuss your account with them.
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:
The City’s Utility Billing Customer Service staff are available to assist San Marcos utility customers with extended payment arrangements by emailing Utility Billing, calling 512.393.8383, or visiting our billing counters in the Municipal Building, 630 E Hopkins or the San Marcos Electric Utility office, 1040 Hwy 123 from 8 a.m. to 5 pm., Monday through Friday.
The San Marcos City Council has extended the suspension of utility service disconnections and has also waived all late fees through March 31, 2021. These will be reevaluated by Council before their expiration.
Utility customers may also donate funds to assist other customers by utilizing the donation section online or by checking off the donation block of your payment coupon and listing the amount you wish to donate.
Late fees for utility bills have been suspended until the end of March 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 further notice.
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.
- Senior Penalty Exemptions (Customers over 60 years of age)
- Automated Recurring Payments (Credit/Debit Cards or Checking Account)
- Contact our staff by email
- Budget Billing: This program is a monthly set amount based on previous 12-month bill history
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
- Connecting to City Utility Services: 512-393-8383
- Electric Power Outages and After Hour Emergency Service: 512-393-8313
- Electric Utility: 512-393-8300
- Recycle, Green Waste and Trash Pickup: 512-393-8407
- Transportation Department: 512-393-8036
- Utility Billing Automated Telephone System: 512-393-8333
- Utility Customer Service Office: 512-393-8383
- Water After Hour Emergency Service: 512-393-8010
- Water and Energy Conservation: 512-393-8310
- Water and Wastewater Utility: 512-393-8010