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Policies & Procedures
Utility Service
Sue Edwards, Billing Specialist

Pam Bell, Customer Service Specialist

Sheila Fewox, Customer Service Specialist

Utility Billing Dept.
1180 South 5th Street Ext
Fernandina Beach, FL  32034

Ph: (904) 310-3400
Fax: (904) 310-3459

8:00 am - 5:00 pm
Monday - Friday
(except holidays)

Establish or Discontinue Service

Customers will submit an application for utility service by mail, fax, in person or email to the Utility Billing Department.

Note - For same day service, requests must be made before 12:00 noon. 
Requests made after 12:00 noon will be completed the next business day.
Fees, Deposits, & Required Information

  • $10.00 application processing fee per occurance
  • $45.00 service call fee per occurance 
  • Deposits are required for each account
  • Deposits can be billed to the account or paid upfront
  • Residential & commercial - deposits calculated on a three month billing history
  • Provide a billing address, phone numbers, & photo ID
  • Any existing deposits will be applied toward the final bill
  • Remaining credit balances shall be refunded to the customer

             Please allow 7 - 10 business days for final billing and refund processing.

Outside the City limits, customers are charged an additional 25% surcharge on all applicable fees.

Returned Checks

Whenever a check is returned or an Automatic Withdrawal (EFT) is rejected by the Bank, the customer is first notified by mail and the account is rebilled for the amount returned.

In addition, an insufficient funds fee will be charged to the account based on the following:

  • Less than $50.00 = $25.00 fee
  • $50.00 - $300.00  = $30.00 fee
  • over $300.00 =  $40.00 fee or 5%, whichever is greater 

Disconnect for Non-payment

Once an account is past due, a disconnect notice is mailed. Failure to pay any past due balance by the stated due date or contact customer service for an extension can result in termination of service. 

In order to restore service once it has been terminate, you must:

  • Pay the full past due balance + a $65 (or $81.25 for county) disconnect fee.

You will also be subject to:

  • Additional deposit charges
  • A payment made with a non-sufficient funds check will result in the disconnection of service for nonpay without additional notice

Note - Service will be reconnected after 3 pm the same day full payment is received.
Failure to receive a bill does not constitute a defense for non-payment.

Outside the City limits, customers are charged an additional 25% surcharge on all applicable fees.