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Utility Billing Customer Service

NOTICE:

The City of Auburn has been made aware of a security/data incident involving a ransomware attack on our utility billing payment processor, Automatic Funds Transfer Services, Inc. (AFTS), between the evening of February 3, 2021 and the morning of February 4, 2021.

AFTS hired an IT forensics consultant to analyze the breach of the AFTS database. The forensics consultant's Ransomware Attack Final Report confirmed there were 2,522 files compromised. The analysis found no evidence the 2,522 files contained any personal information (Social Security numbers, birthdates, driver's license numbers, state ID numbers, credit card information, mailing addresses, check images, signatures, or authentication files) from any service the city uses (statement printing, check processing, and lockbox customer services). The only files containing personal information were files for customers who made loan payments through Automated Clearing House, which is not a service the City of Auburn uses. The City of Auburn continuously implements measures to ensure the highest level of security to protect sensitive information from exposure to potential data hacks. If you have any questions, please contact us at utilities@auburnwa.gov

The City of Auburn provides the following services depending on your address:

Residents' Guide to Utility Services (Brochure) (PDF) - Find information regarding your water, sewer, storm and/or garbage services. Please take a look and call us if you have any questions at 253-931-3038.


Setting up service

To set up service at your home or business, please contact:

  • Call a Customer Care Representative at 253-931-3038, Option #2.
  • Fill out an Application for Utility Services (To be filled out by the property owner.)
  • Visit the Customer Service Center Utilities Department, 1 East Main Street, 2nd Floor (located in the Annex Building just east of city hall, across Division Street). A Tenant Release form is required to set up a Tenant/Owner account.
    • Tenant Release (To be filled-out and submitted by the property owner or manager.)

Utility Rates

Per City Ordinance No. 6801, the amount billed includes a tax of 10% calculated on the gross revenue of the water, sewer, stormwater, and solid waste utilities.


Payment

You can pay your utility bill from the City of Auburn in one of several ways:

  • Online 
    Visit the Online Utility Payment page to:
    • Log into your registered account and/or pay your bill.
    • Register your account to pay online or view your monthly billing. You will need your account number and a valid email address.
    • Pay through Quick Payment. (Do not need a registered account).
       There is no fee to use the online payment service.
  • Mail
    Send in your payment to the address listed on your invoice or to:
    City of Auburn
    Attn: Utility Billing
    25 West Main St.
    Auburn, WA 98001

  • In Person
    Drop off in one of our convenient drop boxes located at City Hall (25 West Main St.) or in person at the Customer Service Center, 1 East Main Street, 2nd Floor (located in the Annex Building just east of city hall, across Division Street).

  • Pay by Phone
    Call 253-931-3038, Option #1 during normal business hours using a MasterCard or VISA. Please have your account number (XXXXXX-000) ready when paying with our automated phone system.

  • Automatic Payment Deduction
    Customers can have their monthly balance deducted directly from their checking or savings account. Simply fill out the Automated Payment Authorization form and submit it online. The form may also be printed out and mailed with all items to: City of Auburn Utility Department, 25 West Main Street, Auburn WA 98001 or dropped off at the Customer Service Center at 1 East Main Street, 2nd Floor (located in the Annex Building just east of city hall, across Division Street). 

SHUT OFF NOTICE: Customers facing shutoff should contact City of Auburn Utility Billing directly instead of paying online to ensure your payment is received in time to avoid being shut off and incurring additional charges.

UTILITY REFUNDS: All utility refunds shall be processed through the finance department by issuance of a check after Council approval. Utility payment voids or errors of credit/debit card transactions will be processed via credit/debit card. 

ESTIMATED/FINAL BILL REQUSTS FOR ESCROW COMPANIES: Our payoff requests are provided via WebCheck; an electronic utility and lien search company. There is a $25 charge for all escrow estimates. Start a WebCheck search.


Utility Forms


Utility COVID-19 Customer Support Program

Governor Inslee has issued Proclamation 20-23.4 (PDF), pertaining to Utility Ratepayer Assistance and Preservation of Essential Services.  The City of Auburn is committed to keeping our customers connected to essential services during the COVID-19 pandemic emergency.  If you are experiencing hardship as a result of the COVID-19 pandemic, you may be eligible for support, including long-term payment arrangements or bill assistance.  This Proclamation does not relieve customers from the obligation to pay for utility services.

The Utilities and Transportation Commission (UTC) Consumer Protection Help Line is the single point of contact for all utility customers with questions about bill assistance programs.  Contact the Utilities and Transportation Commission Consumer Hotline for bill assistance information: 1-888-333-WUTC (9882) or consumer@utc.wa.gov.

The City of Auburn will make payment arrangements with customers who need more time to pay their utility bill as a direct result of COVID-19.  Contact City of Auburn Utility Billing to discuss a payment plan at utilities@auburnwa.gov or 253-931-3038. 


Senior / Disability Utility Discount or Rebate Information

2021 Utility DISCOUNT Information:

The City of Auburn offers reduced utility rates to seniors 62 years of age or older whose annual income level does not exceed the amount allowed for very low income as defined by the Department of Housing & Urban Income Limits. This discount is also provided within the same financial limitations for customers who are permanently disabled as verified by a physician. Current Utility Discount customers are required to re-apply each year in the month of May.

Utility REBATE Information:

The City of Auburn offers a utility rebate to seniors 62 years of age or older whose annual income level does not exceed the amount allowed for very low income as defined by the Department of Housing & Urban Income Limits. This rebate is also provided within the same financial limitations for customers who are permanently disabled as verified by a physician. Customers who pay utilities (water, sewer, storm and/or water) to the City of Auburn through their landlord or property manager may be eligible. Applicants are accepted each year in the month of May.
*** The Utility Rebate Program is closed until May 1, 2022. 

How to Apply for Discount:  
Follow the instructions, complete the application, submit all information requested, and return by one of the methods below. 

Mail To:

City of Auburn - Utility Billing
25 West Main St.
Auburn, WA 98001  

Drop off in-Person:
City of Auburn - Customer Service Center
1 East Main St., 2nd Floor

Drop off: 
City of Auburn - Payment Drop Box
25 West Main Street (in front of City Hall)
Envelope must be no larger than 9" wide x 1/2" thick.

Email: 
Utilities@auburnwa.gov 

Fax:

253-876-1900


Discounts offered by other agencies:

Comcast Cable:  As part of its cable franchise, the City of Auburn negotiated a discount on Comcast basic cable service for eligible subscribers. Customers are not eligible for the discount if they are receiving any promotional offer or if their services are incorporated into a value package. 

How to apply:  Use the UTILITY DISCOUNT forms below, follow the instructions, complete the application, submit all information requested, and return by one of the methods below.

Mail To:
City of Auburn - Utility Billing
25 West Main St.
Auburn, WA 98001  

Drop off in Person: 
City of Auburn - Customer Service Center
1 East Main St., 2nd Floor