Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Customer protection notice

Review the delinquency rules before your service is interrupted

A past-due balance can trigger fees or a shut-off process. Contact the provider promptly if a notice is incorrect, a payment is pending, or a household needs assistance.

Grace period

16 days from the date the bill is mailed without penalty; the static due date varies by geographic zone and is shown on the bill.

Late charges

Late fees are assessed the day after the due date at 10% of past-due balance or $2.50, whichever is greater. Customers over age 60 may apply in writing to waive late fees up to 25 days beyond the original due date. A $25 administrative fee applies when service is suspended for nonpayment, a returned check occurs, or a meter is tampered with.

Shut-off timeline

Service may be disconnected if payment is not received within 14 days after the bill due date. Next-business-day restoration requires past-due balance plus $50 reconnect fee during normal hours; same-day restoration requires balance plus $75 by 4:30 p.m.

Reconnection

$50 next-business-day reconnect fee plus full past-due balance; $75 same-day reconnect fee plus balance when paid by 4:30 p.m. The reviewed schedule does not publish a separate after-hours amount.

Notice and timing

How delinquency is handled

Grace period after the due date

16 days from the date the bill is mailed without penalty; the static due date varies by geographic zone and is shown on the bill.

Late-fee calculation

Disconnection timeline

Statutory warning protocol

What notice should you expect?

The due date and disconnect date appear on the bill, and the City portal provides bill and water-use account access. The reviewed page does not disclose a separate robocall, text, or door-hanger sequence beyond the bill and account process.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

$50 next-business-day reconnect fee plus full past-due balance; $75 same-day reconnect fee plus balance when paid by 4:30 p.m. The reviewed schedule does not publish a separate after-hours amount.

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from City of Round Rock Utility Billing should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

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