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. 

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.

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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 31, 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 31, 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