Contact Us About Your Bill

Building

Call Center: High-Call Volumes & Long Wait Times

warning.pngBe advised that our call center is experiencing higher-than-usual call volumes, and customers are experiencing long-wait times, sometimes up to 30 minutes.

Calls are being answered in the order in which they are received. Customers who wish to send an email instead of wait on hold can do so by emailing CustomerService@MyClearwater.com. Make sure to include your account number, address, issue, and phone number, and we will address your issue as soon as we can. We apologize for the inconvenience.

The hours of operation for the Utility Customer Service Department of the City of Clearwater are as follows:

  • Monday to Friday
  • 8 a.m. to 5 p.m. (excluding city holidays)

The Utility Customer Service office will be closed for business on the following days:

  • New Year's Day
  • Martin Luther King Jr. Day
  • Presidents Day
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Veterans Day
  • Thanksgiving
  • The day after Thanksgiving
  • The day after Christmas

Online

Step 1.Visit this link.

The link will open in a new tab/window.

Step 2.Fill out the required information. 

Give us as many details as you can. Press Submit when you are done. 

Step 3.A ticket will be opened.

The ticket will allow you to track your request online and view any steps taken to resolve the issue.

Phone

Step 1.Check our hours of operation before calling.

Regular business hours are as follows:

  • Monday to Friday
  • 8 a.m. to 5 p.m. (excluding city holidays)

Step 2.Customers may contact Utility Customer Service by calling (727) 562-4600

Email

Step 1.Gather your account information

Make sure you have your account number and can identify the address of the residence or business and the issue with which you need assistance.

Step 2.Send us an email

Send an email about your bill to CustomerService@MyClearwater.com. Make sure to include your account number, address, issue, and phone number.

Step 3.Await our reply

We will address your issue as soon as we can, hopefully in one to two business days. 

In Person

Step 1.Check our hours of operation before arrival (if you need to speak to someone in person).

Regular business hours are as follows:

  • Monday to Friday
  • 8 a.m. to 5 p.m. (excluding city holidays)

Step 2.The Utility Customer Service Department is located on the first floor of the Municipal Services Building at 100 S. Myrtle Ave.

Services provided include utility bill payment, requests for connection/disconnection of utility services, and general information.

Step 3.A drive-thru facility is available for utility bill payments.

A night deposit box is available for after-hours payments. Do not put cash in the dropbox.

Mail

Step 1.Don't forget to include the top portion of your bill with your payment.

Step 2.Customers can mail their payments to Utility Customer Service.

Clearwater Utility Customer Service
P.O. Box 30020
Tampa, FL 33630

Other Information

Late Fees

  • Accounts not paid by the Past Due Date will be assessed a Late Charge of $3 or 2% of the past due amount, whichever is greater, not to exceed $250 each month.
  • Accounts with a past-due balance are subject to service disconnection 30 days after the statement date.
  • Failure to receive the bill shall not constitute a defense for nonpayment.
  • Notice of delinquency may be incorporated in or given with the bill for the account.
  • Services may be disconnected even if no one is at the premises.

Deposits

  • In general, payment of a security deposit that is equal to two times the average monthly bill is required at the time utility service is requested. 
  • The security deposit is applied against any outstanding balance when the utility account is closed. 
  • Interest on deposits is credited to accounts annually according to an index rate as provided by city ordinance. 
  • Applicants for residential utility service may satisfy the deposit requirement by producing a letter of referral from another utility that confirms that the customer has established a good payment record. In general, such referral letters should be received prior to the date when service is requested to begin. 
  • Applicants for non-residential utility services must place a cash deposit before the utility service will be connected. 
  • Alternatives to a cash deposit for non-residential accounts include a Surety Bond (obtained through an insurance company) and an Irrevocable Bank Letter of Credit. Such alternatives are subject to acceptance by the city of Clearwater. Detailed information regarding these alternatives is available upon request. 
  • Accounts that become past due may be subject to a deposit increase. 
  • Deposits for residential utility service may be refunded after 12 months of service, provided that a good payment record has been established. A good payment record would be no more than two past-due notices (penalty charges) in 12 months, no non-sufficient fund checks, and no disconnections for nonpayment of bills.

Disconnection for Nonpayment

If services are disconnected for nonpayment, the total account balance is due immediately and must be paid in full before services will be reconnected. Services will be reconnected as rapidly as possible, but reconnection of services cannot be guaranteed the same day as payment is received.

To avoid disconnection of service:

  1. Pay the entire balance in full by the Past Due After date or;
  2. Reach agreement with the customer service manager regarding the terms for payment of the total amount due (Failure to reach an acceptable payment arrangement will not prevent disconnection of services), or;
  3. File a written request with the customer service manager, not later than 26 days after the original statement date for an appeal to the city manager, explaining good cause why services should not be terminated. You will be notified of the date, time and place of a hearing when you may present your case to the city manager.

An unsuccessful appeal will not excuse payment of the charges or disconnection of services.

Adjustments & Inquiries

Your bill may reflect adjustments from billing corrections, transfers or adjustments resulting in credits or debits to the account. If you have any questions regarding your bill or services provided, you can email CustomerService@MyClearwater.com, submit a Clearwater Connect ticket, or contact us at (727) 562-4600. You also can send a written request to:

Clearwater Utility Customer Service
P.O. Box 4748
Clearwater, Fla. 33758