Austin Energy Customer Assistance Program (CAP)

Quick Facts

• Broad coverage: CAP discounts apply to electric service from Austin Energy and extend to water, wastewater, drainage, and solid waste charges billed through Austin Utilities.
• Significant savings: Qualifying households receive an automatic $25 monthly electric discount (more during high-usage months), 10% off water and wastewater volumetric charges, and waivers for customer service fees and deposits.
• Wraparound services: CAP enrollment unlocks weatherization, energy efficiency rebates, free home repairs through Austin Energy’s Home Performance programs, and referrals to social service partners for rent and food assistance.
• Accessible enrollment: Residents can apply online, by phone, or via partner agencies. CAP staff offer multilingual support and accept a wide range of documentation.
• Community focus: Austin Energy funds CAP through a Community Benefit Charge on all customer bills, ensuring stable funding regardless of federal appropriations.

Program Overview

Austin is one of the fastest-growing cities in the United States, but rising housing and utility costs strain low- and moderate-income households. Austin Energy’s Customer Assistance Program (CAP) offsets those costs by delivering monthly bill credits and eliminating common utility fees. The discounts arrive automatically on eligible accounts, so customers do not need to remember to apply credits each month.

CAP’s electric discounts adjust with seasonal demand. During summer peaks, when air conditioning drives up consumption, CAP’s Community Benefit Charge discount increases proportionally, providing relief when bills are highest. The program also coordinates with Austin Water, Austin Resource Recovery, and Watershed Protection to reduce citywide utility charges, making it one of the most comprehensive municipal utility assistance packages in the country.

In addition to monthly savings, CAP connects customers to free weatherization upgrades, solar energy education, and resilience resources. Staff proactively reach out to seniors, people with disabilities, and medically vulnerable residents during extreme heat or cold events to ensure safety and energy reliability.

Eligibility Pathways

You can qualify via income or program participation:

• Income-based: Household income at or below 200% of the Federal Poverty Guidelines. For 2025, that equals $30,120 for a one-person household, $40,880 for two, $51,640 for three, $62,400 for four, with $10,760 added per additional person.
• Program-based: Automatic eligibility if you participate in Medicaid, SNAP, TANF, SSI, Comprehensive Energy Assistance Program (CEAP), VA Pensions, or the Children’s Health Insurance Program (CHIP). Provide benefit award letters or case numbers.

Tenants who pay utilities through rent can apply with landlord verification. CAP works with multi-family property owners to pass discounts through to eligible tenants via the Utility Allowance process or direct bill credits if sub-metered.

Benefits Breakdown

• Electric bill discount: CAP applies a monthly discount on your Austin Energy bill. The base discount is $25 for standard service, increasing up to $120 for high-usage households during peak months. Customers also qualify for waivers of service connection fees, deposit requirements, and late payment fees.
• Water and wastewater savings: Austin Water provides a 10% reduction on volumetric charges plus waivers of the monthly customer charge for CAP participants. Drainage fees are reduced by 25%, and wastewater averaging adjustments ensure fair winter billing.
• Solid waste and recycling discount: Austin Resource Recovery reduces the base customer charge and offers discounted cart fees. Seniors and disabled residents can request additional accommodations for doorstep pickup.
• Weatherization and home repair: CAP customers are prioritized for the Weatherization Assistance Program (insulation, air sealing, HVAC tune-ups), Appliance Efficiency Program rebates, and the City’s Neighborhood Housing and Community Development home repair initiatives.
• Emergency assistance: During disaster declarations or severe weather, CAP households receive information about additional bill credits, emergency shelters, cooling centers, and fuel assistance.

Application Steps

1. Gather documentation: Prepare a government-issued ID, proof of residency (lease, utility bill), Social Security numbers or alternate IDs for household members, and proof of income/program participation (pay stubs, benefit award letters, tax returns, CEAP approval letters).
2. Apply online or by phone: Visit Austin Energy’s CAP page or call 512-494-9400. You can also apply through partner agencies such as Travis County Health and Human Services, Foundation Communities, or Latino HealthCare Forum.
3. Complete consent forms: Sign releases allowing Austin Energy to verify program participation and share enrollment status with other city utilities.
4. Submit documentation: Upload electronically, mail copies, or deliver to an Austin Energy Customer Care Center. Keep copies of everything you submit.
5. Await approval: Processing typically takes 2–3 weeks. Emergency cases (imminent disconnection) can be expedited—call the customer care line to request priority handling.
6. Verify discounts: Once approved, the CAP discount appears on your next bill as “Community Benefit Charge Discount” or “CAP Discount.” Water and solid waste reductions may appear the following month.

Maintaining Enrollment

• Annual recertification: Austin Energy sends reminders 60 days before your anniversary date. Provide updated income or benefit documentation. Seniors and permanently disabled customers may receive extended recertification periods but should report changes promptly.
• Change reporting: Notify CAP within 30 days if income rises above the threshold, household size changes, or you move. If you transfer service to another address within Austin Energy territory, request CAP transfer immediately to avoid gaps.
• Payment compliance: CAP reduces bills but does not eliminate them. Continue making payments by the due date. Set up automatic payments or payment arrangements to avoid late fees.

Maximizing Savings

• Enroll in Budget Billing: Smooth out seasonal spikes. CAP discounts apply to the averaged amount, providing consistent relief.
• Pair with CEAP and LIHEAP: Use CAP for ongoing savings and CEAP/LIHEAP for lump-sum credits or crisis assistance. Provide CAP approval letters when applying for these programs to streamline eligibility.
• Request energy audits: Austin Energy offers free energy audits for CAP households, identifying ways to reduce usage. Follow recommendations like sealing ducts, upgrading insulation, or adjusting thermostat schedules.
• Leverage medical needs: If someone uses life-sustaining equipment, request the Medically Vulnerable Registry. Austin Energy will prioritize outage restoration and offer tailored safety tips.
• Participate in solar education: CAP households can join the Solar for All workshops to learn about community solar subscriptions, rooftop incentives, and battery storage programs.

Example Scenarios

• Single parent in East Austin: Works part-time and receives SNAP. CAP discounts reduce her electric bill from $140 to $90 during summer. Water charges drop by $20 per month, and she receives a free smart thermostat. Savings fund back-to-school expenses.
• Senior homeowner in North Austin: Lives on Social Security ($1,300/month). CAP waives security deposits after a move, cuts electric bills by $30 monthly, and reduces drainage fees. He receives weatherization improvements worth $4,000, lowering energy usage by 18%.
• Tenant in multi-family complex: Utilities included in rent. CAP works with the property manager to pass through a $35 monthly credit. Tenant also joins the Medical Vulnerable Registry due to respiratory issues, ensuring priority alerts during power outages.

Troubleshooting Tips

• Application denial: Common reasons include missing documents or mismatched addresses. Resubmit with clear scans and verify that names match exactly across documents.
• Discount not appearing: Contact Austin Energy Customer Care with your CAP approval number. Sometimes water or solid waste discounts lag one billing cycle; keep paying the standard amount until adjustments post.
• Income fluctuations: If your income temporarily exceeds the limit, notify CAP. You may receive a 6-month grace period or be advised to reapply when income decreases.
• Moving outside Austin Energy territory: Discounts do not transfer to other utilities. Request final bill adjustments and seek assistance with your new provider immediately.

Support Resources

• Austin Energy Customer Care: 512-494-9400 (available 24/7 for outages; CAP inquiries 7 a.m.–9 p.m.)
• City of Austin Customer Service Centers: Locations at North, South, and Downtown service centers accept in-person applications.
• Partner agencies: Foundation Communities (Prosper Centers), Travis County HHS, Meals on Wheels Central Texas, and Caritas of Austin can help with forms, translations, and documentation.
• Language assistance: CAP materials available in English, Spanish, Vietnamese, Chinese, and Arabic. Request interpretation when scheduling appointments.

Contact Information

• Website: https://www.austintexas.gov/department/customer-assistance-program
• Email: [email protected]
• Mail: Austin Energy CAP, P.O. Box 2267, Austin, TX 78768-2267

By enrolling in Austin’s Customer Assistance Program and staying current with recertification and payments, households can keep utilities affordable, invest in efficiency upgrades, and build resilience against Texas’s extreme weather and rising cost of living.