Customer Service
The Madison Utilities Customer Service team is ready to help you manage your water and wastewater account. Use the links below to pay your bill, start or stop service, check rates, or get help from our staff.
Connect With Our Team
Managing your water and wastewater service should be simple. Madison Utilities provides convenient options and reliable support, whether you are paying your bill, starting or stopping service, or reporting an issue.
PHONE
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Customer Service:
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After-Hours Emergency:
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Pay your Bill by Phone:*Convenience fees are applicable.
ADDRESS
101 Ray Sanderson Drive
Madison, AL 35758
Madison, AL 35758
EMAIL OR ONLINE
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Email:
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Online Feedback or Request Form:
HOURS
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Call Center Hours:
8:00 a.m. – 3:30 p.m.
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Lobby Hours:
8:00 a.m. – 3:30 p.m.
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Drive Through Hours:
7:00 a.m. – 4:00 p.m.
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The office is closed on MU-approved holidays.
Customer Service Resources
Explore the topics below to find forms, rates, and service tools. Each link takes you to a dedicated page for that topic.
Pay Online and Access Your Account
Use our secure online portal to log in, view your account balance, review account history, and make payments. The Madison Utilities customer payment portal is powered by NexbillPay, offering quick and secure credit or debit card payments. A processing fee applies to all online payment transactions.
Please do not use the online payment system if your account is in termination status for non-pay.
Request New Service Setup
Starting water and wastewater service with Madison Utilities is simple and secure. You can complete most requests online, confirm your service area, and review any required deposits or forms before moving in. Customers can also apply in person or request setup for irrigation or new construction service.
To stop or transfer existing service, please contact Customer Service at 256-772-0253 at least one business day before your move.
Payment Options
Madison Utilities offers several convenient ways to pay your bill—online, automatic bank draft, by phone, by mail, or in person. After-hours payments can also be dropped in our secure night drop box.
Rates & Fees
Review Madison Utilities’ current water and wastewater rates, deposits, and connection fees. Rates are approved by the Board of Directors and published by resolution. You can view or download the full rate schedule and fee summaries on the Rates & Fees page.
Outage Information
Check current service outages, report a problem, or contact our team during emergencies. You can also find tips for preparing for unexpected water interruptions and learn what to do if your service is affected.
Forms
Access commonly used forms for customer service requests and applications, including bank draft enrollment, senior discount, and employment opportunities. Forms are available to download or complete online.
Submit Feedback or Request
Use our online form to contact Madison Utilities with questions, report a service concern, or share feedback. You can also use this form to request assistance or submit non-emergency issues directly to our team.