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Utility Billing FAQs

How do I apply for new service?

Water and wastewater services are provided to residents within the City limits (and to a small portion outside the City limits). To establish water service, a $75.00 deposit is required along with a copy of your lease or rental agreement, and picture identification. To establish service, please contact City Hall at (770) 944-4300.

Utility Service Application

When do I get my deposit back? Does it accrue interest?

Each customer, whether residential or commercial, is required to pay a deposit prior to having new water service established. If, after 24 months of excellent payment record, the deposit will be credited to the account. We do not pay interest on deposits held.

Does the City of Austell accept "Letters of Credit" from other utility companies?

Yes. Customers may provide two letters of credit from another utility company. The $75.00 deposit will be refunded if you can provide two letters of credit within two weeks.

Why are the sewer charges higher than water charges?

Sewer charges are higher due to the cost of maintaining and operating the sewage collection system. The City of Austell is clearly committed to the protection of our environment and meeting the service needs of our customers.

How are rates determined?

Rates are reviewed routinely by staff and outside consultants to determine the cost of service. New rates are reviewed and adopted by the Mayor and City Council. Your rate pays for operations and maintenance costs.

How is my bill calculated?

Bill are calculated by the amount consumed (depending on usage and based on the tier) and multiplied by the current water rates. Sewer charges are billed per 1,000 gallons.

How often is my water meter read?

Each meter is read monthly.

Why do I have to pay for water when a pipe bursts at my home or business?

It is the responsibility of the City of Austell to provide water to all our customers at the water meter location. We are not responsible for the type of condition of the plumbing from the water meter location into private or commercial dwellings. If you feel you have a leak, call City Hall at (770) 944-4300 to request a meter check.

Why does a service charge appear on my bill?

The service charge is for the cost incurred for not paying your bill before the due date.

Who determines the delinquent procedures?

The procedures are developed by the Finance Department and Public Works Department and are approved and adopted by the Mayor and City Council.

Why do I have to pay for recycling when I do not use the service?

All active accounts are billed for recycling by ordinance dated August 2, 1993.

The $10.00 or $20.00 service charge does not show on my bill. Why was I still charged for this?

The bill states that additional charges will apply for restoration of service and any other cost incurred in settling the account.

I paid my past due bill but the new bill is not due yet.

If you have a past due amount showing on your bill, the past due and the current amount become due and payable the first of the month. If payment has not been received, the account is subject to disconnection.

I did not receive my bill.

Failure to not receive a bill does not relieve obligation to pay the bill by the due date. Water bills are mailed monthly and are due monthly.

I did not receive a notice that my water was being disconnected.

Effective November 2001, the Mayor and City Council approved to discontinue send out the first notice. The notice now appears on your water bill and shows the date of disconnection if payment is not received by that date.

No one came to my door before my water was turned off.

The Water Department is not obligated to go door to door; the water bill shows the disconnect date.