Augusta Utility Help Desk: Pay, Start Service, Report Water Trouble or Fix a High Bill
Use this as a scan-first guide for Augusta-Richmond County water, sewer and stormwater customers. It gives the exact official route for paying, calling, opening service, reporting emergencies, handling dirty water, requesting leak review, and avoiding shutoff mistakes.
Fast Answer Board
| Need | Official route | Have ready | Important detail |
|---|---|---|---|
| Pay bill online | My Account login or Quick Pay. | Utility account number, most recent bill, service address, payment method. | The portal supports bill payment, transaction/payment history, usage analysis/download and multiple accounts. |
| Questions about online payment | 706-821-1851 | Bill copy, account number, confirmation number, payment date and amount. | Billing office hours listed for payment questions: 8:30 AM-5:00 PM. |
| Start/stop service or payment arrangement | Customer Service: 706-821-1851 or visit customer-service office. | Photo ID, ownership/lease/notarized owner letter, address, desired service date. | Official FAQ says same-day service is available if requested by 2 PM. |
| Water/sewer emergency after hours | 706-842-3060 | Address, cross street, leak/back-up details, time started, safety risk. | Use for broken water line, gushing/severe leak, or sewer backup in home/street. |
| Dirty/discolored water | 706-821-4237 during 7 AM-3 PM; after hours use 706-842-3060. | Tap affected, color, odor/taste, time started, neighbors affected. | FAQ says dirty water can happen when contractors turn valves or redirect water. |
| Water quality concern | 706-821-8247 Mon-Fri 7:30 AM-3:00 PM. | Clear glass photo, tap location, hot/cold status, time started. | Use for taste, odor, discolored water or water-quality questions. |
| Report leak, drainage or service interruption online | Augusta 311 | Address/location, photo if safe, issue category, contact info. | Augusta 311 forwards issues to responsible departments and follows up. |
Disconnected account warning: Augusta says online payment is not available for accounts requiring court appearance or accounts coded “Cash Only.” If service is disconnected, all bills must be paid in full, including delinquent fees, before service is restored.
Official Offices, Phones and Hours
Downtown Customer Office
452 Walker Street, Suite 100
Augusta, GA 30901
Phone: 706-821-1851
Fax: 706-821-1859
South Customer Office
3463 Peach Orchard Road, Suite B
Augusta, GA 30906-5768
Phone: 706-821-1851
Fax: 706-771-2646
Administration Office
452 Walker Street, Suite 200
Augusta, GA 30901
Main Office: 706-312-4154
Hours: Mon-Fri, 8:30 AM-5:00 PM
| Topic | Official contact | Use when |
|---|---|---|
| Billing, start/stop service, payment arrangements | 706-821-1851 | Bill pay, account setup, transfer, payment discussion, disconnected service, arrangements. |
| Emergency dispatch | 706-842-3060 | Broken water line, severe leak, sewer backup, after-hours emergency. |
| Water quality / discolored water | 706-821-8247 or dirty-water line 706-821-4237 | Taste, odor, color, dirty water, recurring water-quality complaint. |
| Backflow questions | 706-312-4144 | Backflow prevention, inspection, commercial cross-connection questions. |
| Canal questions | 706-842-4154 | Augusta Canal-related utility questions. |
| Plant tours / outreach | 706-823-4399 | Education resources, treatment-facility tour, speaker requests. |
Official starting pages:
Pay Your Augusta Water/Sewer/Stormwater Bill
Augusta online payment supports one-time or scheduled payment, but some account conditions block online payment. Check the account status before relying on online payment close to a shutoff date.
| Payment / account task | Official detail | Best use | Do not miss |
|---|---|---|---|
| My Account login | Existing profile credentials can use the same username and password in the newer portal. | View and pay bills, review transaction/payment history, analyze/download water usage, add multiple accounts. | Have the most recent bill handy before registration. |
| Quick Pay | Portal offers Quick Pay through the official online billing route. | One-time payment when you do not need full account dashboard. | Verify account/customer details before paying. |
| Scheduled payment | Pay-online page says users can make one-time or scheduled payment. | Future-dated payment when account is current. | Do not schedule too late if a penalty/shutoff deadline is near. |
| Bank Draft / Easy Pay | Use Easy Pay Form. Bank account is drafted for the exact water/sewer/stormwater bill amount. | Automatic monthly payment directly from bank account. | Keep paying until your bill states “Bank Draft – Do not Pay!” |
| Cancel Bank Draft | Use Termination of Bank Draft Form and notify Augusta Utilities in writing. | Stopping automatic draft. | Allow reasonable processing time before assuming draft is cancelled. |
| Disconnected service | All bills must be paid in full including delinquent fees if services are disconnected. | Restoring service. | Ask exact payoff total and fastest posting method before paying. |
| Cash-only account | Accounts coded as Cash Only are not available for online payments. | Customers flagged by account condition. | Call or visit customer service before trying online payment again. |
| Account requiring court appearance | Accounts with citations requiring court appearance are not available for online payments. | Special enforcement/citation situations. | Resolve required court/office instruction first. |
Start, Stop or Transfer Augusta Utility Service
Start service
- Visit a customer-service office to establish a new account.
- Bring state-issued picture ID.
- Bring property ownership paperwork, lease agreement, or notarized letter from property owner.
- Ask for same-day service before 2 PM if needed.
Stop / transfer service
- Call 706-821-1851 or visit Customer Center.
- Prepare old address, new address, stop/start date and forwarding address.
- Ask about final bill, deposit/credit, bank draft, and payment arrangement status.
- Do not assume service is stopped until confirmed.
Wrong or false account info
- Official new-account page warns false representation can lead to shutoff.
- Do not open service under another person’s name without authority.
- Correct ownership/lease details before move-in deadline.
- Ask customer service if property records and tenant details conflict.
Office choice: Downtown Office is 452 Walker Street, Suite 100. South Office is 3463 Peach Orchard Road, Suite B. Both list customer service at 706-821-1851.
Water or Sewer Emergency: Call the Right Number
24/7 Utilities Dispatch
Call: 706-842-3060
Use for water or sanitary sewer emergencies. FAQ says the dispatcher answers 24/7.
Dirty water during day
Call: 706-821-4237
Use during 7 AM-3 PM for dirty water reports. After hours, call Utilities Dispatch.
Non-emergency request
Use for leaks, drainage concerns, service interruptions, and local-government service issues.
| Problem | Use this route | Say this |
|---|---|---|
| Broken water line / water gushing | 706-842-3060 | “Water is gushing at [address/cross street]. It started around [time].” |
| Severe leak | 706-842-3060 | “There is a severe leak at [location]. Flow is [small/large], near [road/home/business].” |
| Sewer backup in home or street | 706-842-3060 | “Sewer is backing up at [fixture/street/manhole]. People/pets are being kept away.” |
| Discolored water after work nearby | 706-821-4237 day / 706-842-3060 after hours | “Water is [brown/cloudy/rusty] at [tap]. Contractors/valve work [known/unknown].” |
| Drainage concern | Augusta 311 | “Drainage issue at [location]. Water is standing/flowing toward [property/road].” |
Late Bill, Penalty, Returned Check or Disconnection
Penalty timing
Penalty date is generally 15 calendar days after the billing date and is noted on the customer bill.
10% penalty
A 10% penalty applies to outstanding balance remaining on the penalty date.
Discontinued service
If the succeeding billing penalty date passes unpaid, service can be discontinued until all arrears are paid.
| Situation | Official detail | What to do now |
|---|---|---|
| Late balance | Payments are applied to oldest outstanding balance first. | Ask whether the payment will clear the oldest balance and avoid shutoff. |
| Delinquent fee | Title 5 language quoted on Augusta page says water will not be turned on until arrears are paid with delinquent fee of $25. | Ask exact restore total before paying. |
| Shut-off notice | Notice may be hand delivered or posted on the door. | Call customer service before using slow payment. |
| Returned check first/second instance | Returned check fee is $20 or 5% of total check, whichever is greater. | Pay with cash, money order, or certified check if required. |
| Returned check not paid in 10 days | Service may be discontinued and an additional $25 delinquent fee charged. | Call quickly if returned-check notice arrives. |
| Two returned checks within one year | Account may be flagged “SPECIAL CONDITIONS – BAD CHECKS,” and checks not accepted for minimum one year. | Ask which payment forms are accepted. |
| Repayment plan | At minimum, customer must satisfy one-half of outstanding balance before a repayment plan can be considered; repayment cannot exceed six months. | Prepare written plan before collections. Customers with two returned checks or unauthorized usage are ineligible. |
High Bill or Leak: What Augusta May Adjust
No prior knowledge
Adjustment can be considered when customer had no prior knowledge of the leak.
Prompt notice
Customer must promptly notify Augusta Utilities when made aware of the leak.
Verified repair
Leak must be verified by plumber certificate or accepted repair proof.
Limit
No adjustment for more than two months or more than two adjustments in one year.
| Leak-adjustment requirement | Official meaning | Customer action |
|---|---|---|
| City-maintained vs private line | City is responsible for city-maintained line leaks; private property waterlines are the landowner/customer responsibility. | Identify whether leak is before/after meter or on private property. |
| High usage | Water usage for that month must be considerably more than average. | Collect prior bills and usage comparison. |
| Plumber certificate | No reduction until certificate from licensed plumber certifies repairs made and leak no longer exists. | Ask plumber for certificate/receipt with repair date and location. |
| Alternative repair proof | Augusta may accept bill of sale for repair materials plus notarized owner statement that leak was repaired. | Keep receipts and notarized statement if self-repaired. |
| Adjustment formula | If approved, customer is charged average usage plus one-half of additional usage for the period in question. | Ask how average usage is calculated. |
| Immediate repair | Immediate repair is listed as a condition. | Do not wait multiple billing cycles before fixing leak. |
Rates, Stormwater and Service Fees
Use current Augusta Utilities fee pages before estimating a bill. The official rates page states that, with the first bill issued in January 2026, residential and commercial water and sewer rates increased 6.5% from 2025 rates.
2026 rate change
Water and sewer rates increased 6.5% from 2025 with the first bill issued in January 2026.
Stormwater fee
Most residents pay $6.40 per month; single-family residences with more than 4,400 sq ft impervious surface pay $12.80.
Future rate note
Augusta says rates are anticipated to continue increasing 6.5% each January 1 to support debt service and capital improvements.
| Fee / issue | Official amount | Practical meaning |
|---|---|---|
| Establish New Account / Transfer Service | $25 | Applies to residential or commercial accounts. |
| Cut-Off and Re-Establish Fee | $25 | Due to delinquent account, occupant list or returned check. |
| Attached Locking Device | $65 | Second trip after water already turned off. |
| Remove Meter | $105 | Third trip after water already turned off. |
| Unauthorized Meter / Straight Line | $125 + citation | Do not tamper with meter or connect unauthorized water. |
| Returned Check | $20 or 5% of total check, whichever is greater. | Can lead to cash-only restrictions and disconnect risk. |
| Requested Turn-Off/On for Emergency and Repairs | No charge | Useful when plumbing repair requires shutoff/turn-on. |
| After-Hours Cut-On for delinquent/returned-check cutoff | No charge listed on service-fee page | Still confirm exact restore total with Customer Service. |
| Flow / Residential Test at Fire Hydrant | $150 | Relevant for testing/fire-flow questions. |
| Relocate Water Meter | $125 | Customer-requested meter relocation. |
| Reduce Meter Size | $125 + meter cost | Ask before reducing service/meter size. |
Official fee pages:
Water Quality, Source Water and CCR Help
Water standards
Augusta reports that water supplied by the Utilities Department met or exceeded EPA and Georgia EPD water standards.
Testing volume
Augusta says more than 56,000 individual tests are run each year.
Water sources
Surface Water Treatment Plant source: Savannah River. Groundwater treatment source: Cretaceous Aquifer.
| Question | Official detail | What to do |
|---|---|---|
| Where does Augusta water come from? | Savannah River for Surface Water Treatment Plant; Cretaceous Aquifer for Groundwater Treatment Plants. | Use Augusta Water page and Water Quality Report for details. |
| Who handles water-quality report questions? | Water Quality Manager Brenda Johnson listed at 706-828-7107, Mon-Fri 7 AM-3 PM. | Call for report or utility water-quality concerns. |
| What if water has taste/odor/color? | Contact water-quality number or dirty-water line depending on concern and time. | Document tap, hot/cold, photos, time started, nearby work. |
| Is bottled water always contaminant-free? | Augusta’s water page notes drinking water, including bottled water, may contain small amounts of contaminants. | Use the CCR and EPA Safe Drinking Water Hotline for health-risk context. |
| EPA Safe Drinking Water Hotline | 800-426-4791. | Use for general contaminant and health-effect questions. |
Official water-quality links:
Water Outages, Meter Modernization and Drought Notices
| Current issue type | Official page showed | Customer action |
|---|---|---|
| Water main break | Utilities news page listed active repairs such as Victoria Drive main break with possible service interruption, reduced pressure and traffic impacts. | Check official Utilities news before assuming account shutoff. |
| Planned outages | Utilities posts planned water outage notices with affected streets and scheduled hours. | Store water before planned work; check exact affected street range. |
| Meter modernization | Augusta Utilities announced water meter replacement across Augusta as part of a five-year modernization project. | Watch door notices, usage changes and meter access requests. |
| Drought response | Utilities page noted a statewide Drought Response Level 1 for public water systems using surface or groundwater. | Follow Augusta and Georgia EPD updates for watering restrictions. |
| South Augusta sewer expansion | Utilities secured $2 million through One Georgia Authority Hurricane Disaster Relief Program for South Augusta sewer expansion support. | Check project notices if property is in affected service area. |
Official updates:
Trash, Recycling and 311 Items Customers Often Confuse With Utilities
Trash/recycling is not the same department as water billing, but many residents search for it together because it appears in household service questions. Use the right route below.
Augusta 311
Dial 3-1-1 or 706-821-2300. Hours: Monday-Friday, 7 AM-7 PM.
Residential collection
Augusta residential services are moving toward one-day-per-week pickup for garbage, recycling, yard waste and bulk waste.
Landfill
Augusta Landfill: 4330 Deans Bridge Road. Hours listed: Mon-Fri 5 AM-4 PM; Sat 6 AM-10 AM.
| Trash/recycling issue | Official detail | What to do |
|---|---|---|
| Find collection day | Use Find My Day of Service tool. | Enter home address and check schedule/reminders. |
| Cart placement | Cart at curb by 6:00 AM on collection day; 3 feet clearance around cart; handle faces property; do not block sidewalk/street. | Move carts the evening of collection day. |
| Damaged or missing cart | Use 311 / service request route. | Leave can at curb when repair request is active. |
| Unacceptable garbage | Oil, contaminated soil, car batteries, oil-based paint, refrigerants, hazardous materials, propane tanks, Freon, PVC, aerosol cans and tires are listed as unacceptable curbside garbage. | Use official disposal/recycling event route. |
| Curbside recycling | Coastal Waste & Recycling program registration began Aug. 1, 2025; service begins Jan. 1, 2026. | Call Coastal at 706-790-4117 for recycling service issues, missed pickups or billing. |
| Masters week extra waste | During the week before, week of and week after the Masters Golf Tournament, extra waste may be collected if bagged next to cart. | It may not be collected on first pass. |
Official trash/recycling links:
Map, Offices and Key Locations
Use the map for Augusta Utilities’ downtown customer-service office at 452 Walker Street. South Augusta customers may prefer the Peach Orchard Road Division.
| Location | Address | Use for |
|---|---|---|
| Downtown Customer Service Office | 452 Walker Street, Suite 100, Augusta, GA 30901 | Start/stop service, billing, payments, arrangements, account questions. |
| Administration Office | 452 Walker Street, Suite 200, Augusta, GA 30901 | Utilities administration, main office and department contacts. |
| South Office / Peach Orchard Road Division | 3463 Peach Orchard Road, Suite B, Augusta, GA 30906-5768 | Customer service location for south-area customers. |
| Augusta 311 | 2760 Peach Orchard Road, Augusta, GA 30906 | Non-emergency service requests, waste concerns, local-government issues. |
| Augusta Landfill | 4330 Deans Bridge Road, Blythe, GA 30805 | Landfill/solid-waste route; check hours and accepted items before going. |
Official Augusta Utility Links by Task
Billing & account
Emergencies & water quality
Fees & policies
Augusta Water Utilities FAQ
What is Augusta Utilities customer service number?
Call Customer Service at 706-821-1851 for start/stop service, payment questions, billing discussion or payment arrangements.
What is Augusta Utilities after-hours emergency number?
Call 706-842-3060 for water or sanitary sewer emergencies. The FAQ says dispatch is available 24 hours a day, seven days a week.
Where are Augusta Utilities customer-service offices?
The Downtown Office is 452 Walker Street, Suite 100, Augusta, GA 30901. The South Office is 3463 Peach Orchard Road, Suite B, Augusta, GA 30906-5768.
How do I pay my Augusta water/sewer/stormwater bill online?
Use the official Augusta Utilities My Account portal or Quick Pay route. Have your utility account number and most recent bill ready.
What can the My Account portal do?
The portal says customers can view and pay bills, review transaction/payment history, analyze and download water usage, and add multiple accounts to a web profile.
Can every account pay online?
No. Augusta says accounts requiring court appearance and accounts coded Cash Only are not available for online payments.
What if my service is disconnected?
Augusta says all bills must be paid in full, including delinquent fees, if services are disconnected. Call customer service for the exact restore amount.
How do I start new water service in Augusta?
The official FAQ says you must come into the office to establish a new account. Bring state-issued picture ID and paperwork showing property ownership, lease agreement or notarized owner letter. Same-day service is offered if requested by 2 PM.
Who do I call for dirty water?
Call 706-821-4237 during business hours 7 AM-3 PM for dirty water. After hours, call Utilities Dispatch at 706-842-3060.
Who handles water quality concerns?
For water-quality concerns such as discolored water, taste or odor, Augusta lists 706-821-8247 Monday-Friday, 7:30 AM-3:00 PM. For water-quality report questions, Augusta lists Water Quality Manager Brenda Johnson at 706-828-7107.
What is the stormwater fee?
Most Augusta residents pay $6.40 per month for stormwater service. Single-family residences with more than 4,400 square feet of impervious surface pay $12.80 per month.
What is the late penalty?
The late payment page states the penalty date is generally 15 calendar days after the billing date and a 10% penalty applies to outstanding balance remaining on the penalty date.
Can I get a leak adjustment?
Augusta may adjust billing when the customer had no prior knowledge, promptly notified the utility, usage was considerably above average, leak was verified, and immediate repair occurred. A plumber certificate or acceptable repair proof is required.
What is Augusta 311 used for?
Augusta 311 records and forwards non-emergency local-government service requests, including waste concerns, leaks, drainage concerns and service interruptions.
Is this the official Augusta Utilities website?
No. This is an informational guide. Use official Augusta links for live account balance, payment status, rates, service status, notices, forms and emergency instructions.
30-Second Augusta Utility Checklist
Paying? Use My Account or Quick Pay → verify account → save confirmation → call 706-821-1851 if near disconnection.
Emergency? Broken line, severe leak or sewer backup after hours: 706-842-3060.
Dirty water? Daytime dirty-water line: 706-821-4237. After hours: 706-842-3060.
Starting service? Visit office with state ID and ownership/lease/notarized owner letter. Same-day service if requested by 2 PM.
High bill? Check leak proof, plumber certificate, repair receipt, average usage, oldest balance, stormwater fee and returned-check history before calling.