The City of Amarillo announced Thursday the launch of a new online Utility Billing Assistance Form aimed at helping residents resolve issues tied to the city’s recently implemented Utility Billing System.
City officials said the form was created in response to a surge in customer service concerns following the rollout of the new system. Residents have reported difficulties involving April utility bills, water usage questions, account access problems, and delays in customer service responses.
According to the city, the new form is designed to improve response times by directing customer concerns to the appropriate staff members for review and follow-up. Officials acknowledged the frustration many customers are experiencing as city employees continue handling a high volume of phone calls, emails, and other inquiries each day.
The city also emphasized that each utility account and water usage situation is different, making it important for customers to provide complete and accurate information when submitting concerns. Officials said detailed submissions can help staff review cases more efficiently and avoid delays caused by incomplete information or duplicate requests.
To help speed up the process, the city is asking customers to use only one communication method for the same issue.
Residents completing the form are encouraged to include:
Full name
Service address
Contact information
Last four digits of the account holder’s Social Security number
A detailed explanation of the concern
