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

14 days from bill creation to the printed due date, followed by 10 calendar days from the printed due date before interruption if the full balance and additional fees are not paid.

Late charges

The full balance must be paid by the printed due date to avoid a $25 late fee. Payment plans can avoid the fee while their terms are followed. Water service may be interrupted after the 10-day post-due-date period; restoration requires outstanding charges and a $25 interruption/restoration fee.

Shut-off timeline

The bill is created monthly and due 14 days later. If unpaid by the due date, a late notification is sent to customers enrolled in portal alerts and a courtesy text/email warns that interruption is scheduled. Service is scheduled for interruption 10 calendar days after the printed due date if payment in full, including fees, is not received.

Reconnection

The utility service-fee schedule lists a $25 interruption-day fee, $15 standard service connection fee, $55 next-day expedited connection, and $75 same-day or after-hours connection. After-hours restoration is separately listed as $60 when the meter is in a meter can or $180 when it is in a meter vault, with availability limited to weekday evenings and specified weekend/holiday windows.

Notice and timing

How delinquency is handled

Grace period after the due date

14 days from bill creation to the printed due date, followed by 10 calendar days from the printed due date before interruption if the full balance and additional fees are not paid.

Late-fee calculation

Disconnection timeline

Statutory warning protocol

What notice should you expect?

Portal customers can receive bill reminders, late notices, and interruption notifications by email or SMS. After a missed due date, the City sends a courtesy notification that service will be scheduled for interruption; the reviewed material does not require a separate door hanger or specify a physical-mail sequence.

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

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 Carrollton Utility Customer Service 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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