Utility Customer Service

Utility Customer Service
203 E. Wheatland Rd., Duncanville, TX 75116
(972) 780-5000

Office Hours
Monday - Friday
8:00 AM - 5:00 PM

Pay by phone:
1-888-271-6350

To Mail Payments (Checks and Money Order Processing Only):
City of Duncanville
PO BOX 205719
Dallas, TX 75320-5719

NEED HELP?
To Speak with a Customer Service Representative During Business Hours: Call (972) 780-5010

To Report a Water Emergency After Hours: Call (972) 780-4959

To Ask Questions About the Website:
Email Utility Customer Service Site only

To Submit Documentation:
Email (Please provide documentation in PDF format only)

* Closed the following days:
New Year's Day, MLK Day, Good Friday, Memorial Day, Fourth of July, Juneteenth, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day.

IMPORTANT UPDATE FOR DUNCANVILLE WATER UTILITY CUSTOMERS

In November 2024, the City of Duncanville water utility department will be transitioning to a new payment processor. As part of this update, customers who use recurring payments will need to re-enter their credit card information once the change is complete. Additionally, customers who utilize Pay-by-Phone will need to dial a new number for phone payments.

For pay-by-phone call

1-888-271-6350

These changes will not impact customers who pay by bank draft (ACH) or in-person.

We encourage you to stay informed by visiting this page for the latest updates.

We appreciate your understanding and cooperation as we work to enhance your payment experience.

NEED NEW SERVICE

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Welcome to Utility Customer Service Office

The City of Duncanville offers the following services for our customers (not all services may be offered at particular locations). Water, sewer, garbage and drainage services will be billed on one statement for your convenience.

Our utility rates are found to be some of the lowest in the metroplex.

Meters are read every 28-34 days (varying due to weekends and holidays). The utility invoices are mailed each Wednesday based on cycle (Cycle 1 is the first Wednesday, Cycle 2 is the second, etc.) and will be due 19 days later.

Pay Your Utility Bill Over the Phone

1-888-271-6350

PAYMENTS UPDATE

The January maintenance and updates for the Citizen Self-Service (CSS) portal include user authentication upgrades. The new features provide clients greater flexibility and customization capabilities when configuring their Authentication approach.

Various Multi-Factor Authentication (MFA) methods are included to protect sensitive information and prevent unauthorized access to systems and user data.

The email address used for re-registration must match the email address used for the original registration in CSS. This also applies if an end user uses a supported social platform account (e.g., Facebook, Google). Re-registering using a non-matching email address or social platform account that uses a non-matching email address will result in errors that will delay access to CSS. 

VISIT THE ONLINE PAYMENT PORTAL

NOTICES

Where do we get our drinking water?

Duncanville’s drinking water is obtained from surface water sources and has maintained its “Superior” water quality rating. Our surface water supplies are purchased from the City of Dallas. Dallas treats and uses surface water from seven sources: Elm Fork of the Trinity River, and lakes Grapevine, Lewisville, Ray Hubbard, Ray Roberts, Tawakoni, and Fork. Lake Palestine is currently in the process of being connected to Dallas’ system, with an anticipated connection date of 2027.

About our drinking water

Duncanville water customers receive safe, high-quality drinking water. Through the 1996 Safe Drinking Water Act Amendments, the United States Environmental Protection Agency (EPA) requires every public water system to provide information to each water customer annually.

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