Austin Energy manages the City of Austin Utility Contact Center and Online Customer Care Portal. This is the place customers go to start, stop or transfer utility services.

Austin Energy is proactive in addressing customer needs and regularly monitors customer satisfaction through customer surveys. In recent years, overall customer satisfaction has gone down. The drivers of the lower satisfaction are customer perceptions of price and value resulting from an overall increase in utility bills, despite Austin Energy providing reasonable and affordable electric rates. Residential and Commercial surveys are conducted quarterly while key account surveys are administered annually. Find more information: http://austinenergy.com/go/reports

This report is the result of Austin City Code 6-7’s Energy Conservation Audit and Disclosure Ordinance approved in November 2008 (amended in April 2011) to improve the energy efficiency of homes and buildings that receive electricity from Austin Energy. The ordinance meets one of the goals of the Austin Climate Protection Plan, which is to offset 800 megawatts of peak energy demand by 2020. This report contains information on residential dwellings that have reported the results of the ECAD audit (*) to the City of Austin prior to 2014. For information on ECAD exemptions and other requirements, see Austin City Code Chapter 6-7.
*Note – (*) Data reported by Residential Energy Auditors

This report is the result of the Austin City Code 6-7’s Energy Conservation Audit and Disclosure Ordinance approved in November 2008 (amended in April 2011) to improve the energy efficiency of homes and buildings that receive electricity from Austin Energy. The ordinance meets one of the goals of the Austin Climate Protection Plan, which is to offset 800 megawatts of peak energy demand by 2020. In addition, this report contains information on multi-family properties older than 10 years that are required to perform an energy audit and report the results to the City of Austin and all residents living in those communities. The Austin Energy report quantifies the 2015 energy efficiency findings and the progress towards meeting City Council goals of Resolution 20081106-048.

S.A.5 - Number and percentage of emergency responses that meet established time standards for that type of response

Austin Energy provides rebates and low interest loans to customers who make energy efficiency improvements. During fiscal year 2012, energy savings totaled nearly 106-million kilowatt hours. That's enough electricity to power nearly 9,400 residential homes in Austin.

Bad debt expense is the amount of revenue billed in any fiscal year that is not collected. It represents a final, audited number based on an analysis of collectability. While Austin Energy has experienced growth in receivable balances for active accounts due to a postponement of utility cut-offs for delinquent payment during Austin Energy’s transition to the new customer billing system, the utility is beginning to see significant collection on those balances. Find more information at http://austinenergy.com/go/reports.

The average speed for answering calls was up in Fiscal Years 2009 and 2010 due to Customer Service Representatives focusing on one-call resolutions, thus avoiding repeat calls by customers. In addition, the Utility Contact Center has rolled out several campaign initiatives over the past few years to promote conservation programs. Explaining those products and benefits takes extra time.

Austin Energy is one of the few utilities in the nation that tries to meet with each property owner in advance of tree trimming. A plan detailing the trimming needed for each tree on a property is discussed and provided to the property owner for their acknowledgment and signature. When property owners refuse to meet or cooperate with scheduling, they receive a letter that indicates when trimming will occur. The number of refusal letters is extremely small, often less than 1 percent annually. Find more information at http://austinenergy.com/go/trees and http://austinenergy.com/go/reports.

This measure shows the historical trend for the percent of median household income spent on the average Austin Water residential customer’s annual combined water and wastewater bill.