OUC Customer Service, Power Outages, Water Problems, Billing, Payments and Service Help

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OUC customer service can help with power outages, water problems, billing questions, payments, deposits, disconnections, account access and starting, stopping or moving utility service. OUC, formally the Orlando Utilities Commission, provides electric and water service in Orlando, St. Cloud and portions of Orange and Osceola counties.

Call OUC at 1-407-423-9018. Automated account service, bill payment, outage reporting and several service-request options are available 24 hours a day. Residential customer-service representatives are available Monday through Friday from 7 a.m. to 6 p.m. Eastern Time.

OUC Customer Service Phone Numbers and Contacts

Customer payments are not accepted at Reliable Plaza. Use the official online, telephone, mail or authorized in-person payment routes instead.

OUC Mailing Addresses

General Correspondence

Orlando Utilities Commission
P.O. Box 3193
Orlando, FL 32802

Payments With a Bill Stub

Orlando Utilities Commission
P.O. Box 31329
Tampa, FL 33631-3329

Do not mail a payment to Reliable Plaza unless OUC specifically provides different written instructions.

Best OUC Support Route by Issue

  • Power outage: Call 1-407-423-9018, text OUT to 69682 or report through myOUC.
  • Outage status: Check the outage map, sign in to myOUC or text STAT to 69682.
  • Downed wire, damaged pole or dangerous electrical condition: Stay away, call 911 for an immediate danger and call OUC.
  • Water-main break or broken meter lid: Call OUC’s 24/7 service-problem line.
  • Water-quality concern: Call 1-407-423-9018.
  • Streetlight outage: Use the streetlight form or call 1-407-737-4222.
  • Tree interfering with a power line: Use OUC’s tree-trimming request form or call customer service.
  • Start, stop or move service: Submit the request through myOUC or call the main number.
  • High bill: Review usage and billing days through myOUC, then contact customer service.
  • Billing error: Submit the billing issue promptly and no later than 60 days after the first statement showing the suspected error.
  • Unable to pay: Ask about a payment extension, Pay Plan, Project CARE, LIHEAP or another assistance program.
  • Deposit question: Call customer service and ask for the deposit calculation, refund status or additional-deposit reason.
  • Power Pass account: Use myOUC or the automated telephone system to check the prepaid balance and make a payment.
  • Home-warranty charge or claim: Contact American Water Resources of Florida rather than ordinary OUC billing support.
  • Suspected utility scam or theft: Verify the contact through OUC and report utility theft or misuse to Revenue Assurance.

Information to Have Before Contacting OUC

  • OUC account number
  • Name on the account
  • Service address
  • Primary telephone number associated with the account
  • Email address associated with myOUC
  • Meter number when relevant
  • Bill date
  • Amount due
  • Disputed amount
  • Payment date and confirmation number
  • Last four digits of the payment method when requested
  • Date and time an outage or water problem began
  • Whether neighboring properties are affected
  • Photographs of a meter, leak or damaged utility equipment taken from a safe location
  • Start, stop or move request number
  • Previous OUC case or reference number
  • The requested resolution

Do not post an account number, complete service address, payment information, Social Security number, medical documentation, myOUC password or meter-identification details in a public review.

What Is OUC?

OUC, also known as OUC—The Reliable One, is the Orlando Utilities Commission. It is a municipally owned, not-for-profit public utility providing electric and water services.

OUC serves:

  • The City of Orlando
  • The City of St. Cloud
  • Portions of unincorporated Orange County
  • Portions of unincorporated Osceola County

Available service depends on the property’s location. A resident generally cannot choose OUC merely by comparing it with another electric or water utility. Check the official service-area map before applying.

OUC Customer Service vs. Emergency Support

Use Regular Customer Service For:

  • Billing questions
  • Payments
  • Deposits
  • Account information
  • High usage
  • Start, stop or move requests
  • Payment extensions
  • myOUC login help
  • Program enrollment

Use 24/7 Outage and Problem Reporting For:

  • Loss of electricity
  • Water outage
  • Downed wire
  • Damaged utility pole
  • Water-main break
  • Broken or missing water-meter lid
  • Urgent water-quality concern
  • Dangerous utility condition

Call 911 first when there is fire, smoke, sparking equipment, injury, a traffic hazard or another immediate threat to life.

How to Report an OUC Power Outage

Customers can report an outage in three primary ways:

  • Call 1-407-423-9018.
  • Text OUT to 69682 after registering for OUC Alerts.
  • Sign in to myOUC and select Outages & Service Problems.

After reporting the outage, check the outage map or text STAT to 69682 for available status information.

Before Reporting an Ordinary Power Outage

  1. Check whether neighboring homes or businesses also lost power.
  2. Check the main breaker when it is safe to do so.
  3. Determine whether the entire property or only part of it is affected.
  4. Look for damaged lines, poles or transformers from a safe distance.
  5. Report the outage.
  6. Save the confirmation or reference number.

If surrounding properties have electricity but one property does not, the problem may involve customer-owned wiring, the meter base, weatherhead, electrical panel or service equipment. OUC may advise the property owner to contact a licensed electrician.

Downed Wires and Electrical Emergencies

Never touch, approach, drive over or attempt to move a downed wire. Treat every wire as energized, including a wire that appears inactive.

  1. Stay away from the wire and anything it touches.
  2. Keep children, pets and other people away.
  3. Do not touch fences, trees, puddles, vehicles or debris near it.
  4. Call 911 if the wire is sparking, smoking, burning or creating an immediate danger.
  5. Call OUC at 1-407-423-9018.
  6. Provide the nearest address, cross street, landmark or pole location.

Outage Map Says Power Was Restored but It Is Still Off

  1. Check the main breaker when safe.
  2. Check whether nearby properties have power.
  3. Report the outage again.
  4. Explain that the surrounding area appears restored.
  5. Ask whether the individual service line or meter equipment requires inspection.
  6. Save the new outage report number.

OUC Water Problems

Call OUC’s 24/7 line for:

  • Water-main breaks
  • Loss of water service
  • Broken or missing water-meter lids
  • Water flowing from utility-owned equipment
  • Water-quality concerns
  • Possible utility-side leaks

A leak inside the home, after the utility meter or in customer-owned plumbing may require a licensed plumber rather than an OUC crew.

Water Quality Concern

When reporting a water-quality concern, explain:

  • Service address
  • Date and time the issue began
  • Whether the issue affects hot water, cold water or both
  • Color, odor, taste or visible particles
  • Whether neighbors have the same problem
  • Whether recent plumbing or water-heater work occurred
  • Whether the concern affects every faucet

Do not drink water that authorities have declared unsafe. Follow any boil-water, flushing or public-health instructions issued for the area.

How to Report an OUC Streetlight Outage

Use OUC’s streetlight reporting form or call 1-407-737-4222.

Provide:

  • Nearest address or intersection
  • Pole number when visible
  • Whether the light is out, flashing or on during daylight
  • Whether the pole or fixture appears damaged
  • Whether wires are exposed

OUC will first verify that it maintains the light. Some streetlights are maintained by another government agency, community or property owner.

Tree Near an OUC Power Line

Do not trim a tree touching or threatening an overhead power line. Use OUC’s tree-trimming request form or call customer service.

Call 911 and OUC immediately if:

  • The tree has fallen onto a line.
  • The line is on the ground.
  • There is sparking, smoke or fire.
  • The tree blocks a road and involves utility equipment.

How to Start OUC Service

  1. Confirm that OUC serves the property.
  2. Create a myOUC account.
  3. Submit the start-service request.
  4. Provide the new service address.
  5. Select the requested service date.
  6. Complete identity and credit verification.
  7. Pay any required deposit.
  8. Review the request status in myOUC.

OUC currently applies a $25 connection charge to the first bill. A deposit may also be required.

How Soon Can OUC Start Service?

Service requests are completed during normal operating days, Monday through Friday, excluding federal and OUC-observed holidays.

For a location without active service, a qualifying request completed before 4 p.m. on a weekday may be eligible for same-day completion. Requests submitted later may be completed on the next available business day.

If service is already active at the location, the account change may not be completed until the next business day.

How to Stop OUC Service

  1. Sign in to myOUC.
  2. Select the stop-service request.
  3. Enter the requested shutoff date.
  4. Provide a forwarding address.
  5. Review any deposit or final-bill information.
  6. Save the confirmation.
  7. Check the final bill.

Stop-service requests can generally be processed as soon as the next business day. Do not assume moving out or returning keys to a landlord automatically closes the OUC account.

How to Move or Transfer OUC Service

Use the Move Service form when relocating from one OUC address to another.

OUC allows customers to keep service active at the old and new locations at the same time by selecting separate start and stop dates. This can help prevent loss of service while moving.

OUC Service Deposit

A deposit may be required based on:

  • Credit history
  • Services available at the property
  • Prior OUC payment history
  • Late payments
  • Forced collection activity
  • Returned payments

OUC states that it uses an Experian credit inquiry when determining the required amount.

When Does OUC Refund a Deposit?

A deposit is typically credited to the account after two years of acceptable payment history. OUC generally looks for:

  • No forced collection attempts
  • No more than four late payments during the prior 24 months
  • No returned payments
  • Continued compliance with account terms

If service ends before the two-year point, the deposit is applied to the final bill. If the deposit exceeds the final balance, OUC issues the remaining amount to the account holder.

Why Did OUC Require an Additional Deposit?

A new or additional deposit may be assessed after:

  • A late payment during the first six months
  • A forced collection attempt during the initial account period
  • Repeated delinquent payments
  • Returned checks
  • Changes in account risk or service level

Ask OUC to explain the deposit amount and account history used in the decision.

OUC Cash-Only Account Status

OUC may place an account on cash-only status after two or more returned checks within a 12-month period.

Contact customer service to confirm:

  • Accepted payment methods
  • Outstanding returned-payment charges
  • Whether electronic payment remains available
  • Requirements to remove cash-only status

How to Pay an OUC Bill

OUC accepts payments through several channels:

  • Online through myOUC
  • Electronic check
  • Debit or credit card through the approved processor
  • AutoPay from a checking or savings account
  • Automated telephone payment
  • Mail with the bill stub
  • Authorized in-person payment locations

Call 1-407-423-9018 for automated telephone payment. Processing fees may apply to certain payment methods.

OUC In-Person Payment Locations

OUC lists authorized payment locations at participating retailers such as:

  • Publix
  • Walmart
  • CVS Pharmacy
  • Sedano’s Supermarket
  • Winn-Dixie

Payment methods and processor fees can vary. Use OUC’s current payment-location tool before visiting a store.

Do not pay an individual claiming to collect for OUC, and do not send money to an account supplied through an unsolicited telephone call or text.

OUC Late Fees

OUC currently assesses a late fee on the unpaid past-due amount five days after the due date.

The fee is:

  • 1.5% of the total past-due amount, or
  • $5, whichever is greater

A payment extension does not prevent the late fee from being assessed.

Unable to Pay an OUC Bill

Contact OUC before service is disconnected. Possible options include:

  • Payment extension
  • Pay Plan
  • Project CARE
  • Low Income Home Energy Assistance Program
  • Emergency Home Energy Assistance for the Elderly Program
  • Budget Billing
  • OUC Power Pass for eligible future service
  • Energy and water conservation assistance

Eligibility depends on the account, payment history, program requirements and available funding.

OUC Payment Extension or Pay Plan

Call 1-407-423-9018 to request an extension through the automated system or a representative.

Important conditions can include:

  • New charges must still be paid by their due dates.
  • The exact required installment must be paid.
  • Missing an installment can break the plan.
  • Repeatedly broken plans can affect future eligibility.
  • AutoPay customers may not qualify while enrolled in AutoPay.
  • Budget Billing customers may not qualify while enrolled in Budget Billing.
  • A partial payment may not be accepted for reconnection.

Ask OUC to explain the complete schedule before agreeing to a Pay Plan.

OUC Project CARE

Project CARE assists qualifying households experiencing temporary financial hardship. OUC currently states that a household can receive a maximum benefit of $500 during a 12-month period.

Funding, eligibility and application procedures can change. Use the current residential-assistance page and contact the listed community agency.

LIHEAP and Elderly Utility Assistance

Low Income Home Energy Assistance Program resources are available through local agencies serving Orange and Osceola counties.

OUC also lists Emergency Home Energy Assistance for the Elderly Program contacts:

These agencies, not CustomerServiceNumbers.com, determine eligibility and funding.

OUC Service Disconnection

Failure to pay a bill by the due date can lead to service disconnection. Power Pass service may disconnect when the prepaid balance falls below zero.

When facing disconnection:

  1. Review the notice and deadline.
  2. Confirm the amount required.
  3. Call OUC immediately.
  4. Ask whether a payment extension or Pay Plan is available.
  5. Ask whether medical or emergency assistance applies.
  6. Make payment only through an official route.
  7. Save the confirmation.
  8. Ask when service should be restored.

OUC Reconnection After Payment

After paying a disconnected account:

  • Save the payment confirmation.
  • Confirm the payment posted to the correct account.
  • Ask whether the full required balance was received.
  • Ask whether a deposit or reconnect condition remains.
  • Ask for the expected restoration timeframe.
  • Report the service again if restoration does not occur as expected.

Do not repeatedly submit the same payment without checking whether the first transaction processed.

OUC Power Pass

OUC Power Pass is prepaid electric service. Customers add funds before using electricity rather than receiving a traditional monthly electric bill.

OUC states that Power Pass includes:

  • No traditional service deposit
  • No late fees
  • No reconnection fees
  • Daily balance and usage information
  • Low-balance and disconnect alerts
  • Flexible payment timing

Water and other charges may still affect the account. Monitor the balance because service can disconnect when it falls below zero.

OUC Budget Billing

Budget Billing averages utility costs over the prior 12 months to reduce seasonal changes in the monthly payment.

Budget Billing does not necessarily reduce the total amount owed. The payment can change as actual usage and costs are reviewed.

Before enrolling, ask:

  • How the payment is calculated
  • How often the amount is recalculated
  • How account credits or balances are handled
  • Whether leaving the program causes an adjustment
  • Whether the account remains eligible for payment plans

Unexpectedly High OUC Bill

A high electric or water bill can result from:

  • Hot weather and increased air-conditioning use
  • Longer billing period
  • Additional occupants
  • Pool equipment
  • Electric-vehicle charging
  • Water-heater problems
  • Plumbing leaks
  • Irrigation use
  • Running toilets
  • Malfunctioning HVAC equipment
  • Estimated or corrected meter readings
  • Rate or fee changes

How to Review a High OUC Bill

  1. Compare electric and water usage with the prior month.
  2. Compare usage with the same month from the previous year.
  3. Check the number of billing days.
  4. Review the meter readings.
  5. Use the myOUC Usage Dashboard.
  6. Look for unusual hourly or daily usage.
  7. Check toilets, irrigation and visible plumbing for leaks.
  8. Review air-conditioning and water-heater operation.
  9. Set up high-usage alerts.
  10. Contact OUC for a billing and usage review.

OUC can explain meter and billing information. Diagnosing customer-owned plumbing, appliances, air conditioning or electrical equipment may require a plumber, HVAC contractor, electrician or appliance technician.

OUC Energy and Water Conservation Audit

OUC offers qualifying customers a free energy and water conservation audit. Call 1-407-423-9018 or use the official form to request an appointment.

The audit may help identify:

  • Cooling and heating use
  • Water-heater use
  • Plumbing leaks
  • Irrigation concerns
  • Insulation or air-sealing opportunities
  • Appliance and lighting usage
  • Ways to reduce electric and water consumption

How to Dispute an OUC Billing Error

Contact OUC no later than 60 days after receiving the first bill showing the suspected error.

Provide:

  • Name on the account
  • OUC account number
  • Bill date
  • Disputed charge or transaction
  • Dollar amount
  • Reason it appears incorrect
  • Payment confirmations
  • Meter or usage information
  • Previous case number

Request a written explanation or corrected statement and save all correspondence.

myOUC Login Problems

  1. Confirm the correct username.
  2. Use the Forgot Username or Forgot Password option.
  3. Check spam and junk folders.
  4. Use the newest reset message.
  5. Confirm the account PIN and account number.
  6. Clear outdated saved credentials.
  7. Try another current browser.
  8. Call customer service from the primary telephone number on the account.

Never provide a password or one-time security code to an unexpected caller.

OUC Alerts and Text Commands

Registered OUC customers can receive billing, outage and account alerts by telephone, text or email.

Current text commands sent to 69682 include:

  • OUT: Report an outage or problem.
  • STAT: Check the status of a reported outage or problem.
  • BAL: Check the account balance.
  • STOP: Stop text alerts.
  • HELP: Request text-alert assistance.
  • SPANISH: Change eligible alerts to Spanish.

Message and data rates may apply.

OUC Home-Warranty Charges and Claims

OUC states that home-warranty and protection plans are managed by American Water Resources of Florida.

Contact AWRF at 1-877-320-4614 for:

  • Plan information
  • Coverage questions
  • Repair claims
  • Contractor scheduling
  • Plan cancellation
  • Recurring warranty charges

OUC electric and water customer service may be unable to cancel or adjudicate an AWRF protection-plan claim.

OUC Utility Scam Warnings

Utility scammers commonly claim that service will be disconnected immediately unless payment is made through an unusual method.

Warning signs include:

  • Demand for gift cards
  • Demand for cryptocurrency
  • Wire-transfer request
  • Payment to an individual
  • Threat of shutoff within minutes
  • Caller-ID information that appears to be OUC but cannot be verified
  • Request for a myOUC password or verification code
  • Request to install remote-access software
  • Unofficial payment website

End the call and verify the account through myOUC or 1-407-423-9018.

Report Utility Theft, Fraud or Misuse

Call OUC Revenue Assurance at 1-407-384-4019 or use the official reporting form.

Do not approach a person suspected of tampering with a meter, line or water connection. Utility theft can create fire, flooding, electrocution and property-damage risks.

How to Escalate an OUC Complaint

  1. Identify whether the issue involves billing, electric service, water service, an outage, a deposit or account access.
  2. Use myOUC or the issue-specific reporting route.
  3. Call 1-407-423-9018.
  4. Provide the account, bill, outage or service-request information.
  5. State the requested resolution.
  6. Ask for a case or reference number.
  7. Save bills, payment confirmations, photographs and messages.
  8. Request supervisor review when the initial response does not address the documented problem.
  9. Send a concise written complaint to OUC’s general-correspondence address.
  10. Use an appropriate local, state, consumer or legal resource when the matter remains unresolved.

OUC Commission meetings accept public comments on policy and public-utility matters. A Commission comment is not a substitute for opening an individual billing, outage or account case with customer service.

OUC Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently has no published OUC customer-service reviews and no established rating trend.

The previous page included generalized statements about reliability, online account management, billing complaints and outage response. Those statements were not supported by reviews visible on this page.

New reviews can help readers understand current experiences involving:

  • Power outages
  • Water problems
  • High bills
  • Payment plans
  • Deposits
  • Disconnections
  • Start, stop or move requests
  • Power Pass
  • myOUC account access
  • Customer-service response times

Reviews should include the general service area, type of problem, support route used, whether OUC opened a case and whether the issue was resolved.

OUC Privacy and Safety Warnings

  • Use OUC.com and my.OUC.com.
  • Verify telephone numbers through the official OUC website.
  • Do not publish an account number or complete service address.
  • Do not share a myOUC password or security code.
  • Do not post medical-certification or assistance documents.
  • Do not touch a downed wire or damaged utility equipment.
  • Do not enter floodwater near electrical equipment.
  • Do not pay an unexpected caller with gift cards, cryptocurrency or wire transfer.
  • Do not mail payments to Reliable Plaza.
  • A public review does not report an outage or change an OUC account.

Frequently Asked Questions About OUC

What is the OUC customer-service number?

Call OUC at 1-407-423-9018.

What are OUC customer-service hours?

Residential representatives are available Monday through Friday from 7 a.m. to 6 p.m. Eastern Time. Automated service and outage reporting are available 24/7.

What is the OUC outage number?

Call 1-407-423-9018, text OUT to 69682 or report the outage through myOUC.

How do I check an OUC outage?

Use the official outage map, sign in to myOUC or text STAT to 69682 after registering for alerts.

What number reports an OUC streetlight outage?

Call 1-407-737-4222 or use the online streetlight form.

How do I start OUC service?

Create a myOUC account and submit a start-service request. OUC currently applies a $25 connection charge, and a deposit may be required.

How do I stop or transfer OUC service?

Sign in to myOUC and submit the Stop Service or Move Service form. Save the confirmation and review the final bill.

How much is an OUC late fee?

The current late fee is 1.5% of the unpaid past-due amount or $5, whichever is greater, assessed five days after the due date.

Does OUC offer payment arrangements?

Payment extensions or Pay Plans may be available. Call OUC before disconnection and ask about the account’s eligibility.

What is OUC Power Pass?

Power Pass is prepaid electric service with no traditional deposit, late fee or reconnection fee. Customers must maintain a positive account balance.

When does OUC refund a deposit?

Deposits are typically credited after two years of acceptable payment history or applied to the final bill when service ends.

How do I dispute an OUC bill?

Contact OUC within 60 days of the first statement showing the suspected error. Provide the account number, disputed amount and explanation.

Where do I mail an OUC payment?

Mail payments with the bill stub to Orlando Utilities Commission, P.O. Box 31329, Tampa, FL 33631-3329.

Can I pay at OUC headquarters?

No. OUC states that payments are not accepted at Reliable Plaza.

Who handles an OUC home-warranty plan?

American Water Resources of Florida manages the plans. Call 1-877-320-4614.

Is OUC owned by Duke Energy or FPL?

No. OUC is a municipally owned, not-for-profit utility governed by the Orlando Utilities Commission.

Where is OUC headquartered?

OUC Reliable Plaza is located at 100 W. Anderson St., Orlando, FL 32801.

Related Florida and Electric Utility Customer Service Pages

Official OUC Resources

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share support experiences since 2004. We independently organize official telephone numbers, outage routes, billing information, payment assistance, service-request guidance and complaint steps.

We are not owned by OUC, the City of Orlando, the City of St. Cloud, American Water Resources, Experian, a payment processor or another electric or water utility.

Share Your OUC Customer Service Experience

Have you contacted OUC about a power outage, water problem, high bill, payment plan, deposit, disconnection, Power Pass account, service request or myOUC login? Leave a factual review below and explain the general service area, support route used, response time, case status and whether the issue was resolved.

Comments are moderated. Do not include an account number, complete service address, meter number, payment information, Social Security number, medical documentation, myOUC password, private telephone number, personal email address or name and personal details of an individual employee.

Page Update Note

This OUC customer-service page was reviewed and updated on July 16, 2026. The update verified the main telephone number and residential hours, removed the unsupported chat claim, added outage, streetlight, water, billing and payment-assistance routes, clarified the headquarters and mailing addresses and replaced unsupported review claims with an accurate statement that no CSN reviews are currently published.

Last Updated: July 16, 2026

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with OUC, the Orlando Utilities Commission, the City of Orlando, the City of St. Cloud, American Water Resources, Experian, a payment processor or another utility. OUC does not provide customer support through this website.

Telephone numbers, representative hours, rates, late fees, deposits, payment-plan rules, assistance programs, service areas, outage procedures and mailing addresses can change. Review the current OUC website, myOUC account, bill, service terms and official notices for controlling information.

This page cannot report an outage, dispatch a utility crew, accept payment, restore service, change an account, approve assistance, waive a fee, investigate water quality or determine electrical or plumbing safety. It is not legal, financial, electrical, plumbing, medical, utility-regulatory or payment-dispute advice.

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