The Austin Water and Wastewater Commission is witnessing significant growth in its customer assistance program, aimed at providing discounted rates for eligible residents. Over the past few years, the program has expanded dramatically, now serving over 15,000 participants, thanks to a council initiative designed to increase accessibility for those enrolled in social programs like CHIP and Medicaid.

The program utilizes a third-party provider to streamline enrollment, automatically matching customers with participants in various assistance programs. For those not automatically matched, direct applications are also accepted. Notably, the commission has recently introduced a multifamily assistance program, allowing residents in master-metered apartment complexes to benefit from discounts, previously unavailable due to billing limitations.

To support this growth, the commission has doubled its community benefit charge from $0.15 to $0.30 per 1,000 gallons of water and wastewater service. This increase is necessary to fund the rising number of participants in the assistance program. However, the commission is also facing challenges with slower development, as capital recovery fees have dropped significantly from a peak of $44 million in 2022 to around $30 million in the past two years.

The ongoing expansion of the customer assistance program highlights the commission's commitment to supporting vulnerable populations while navigating the complexities of funding and development in the Austin area.