Department of Utilities to Launch New Utility Billing System August 2025

Friday, July 18, 2025

Department of Utilities to Launch New Utility Billing System August 2025

In-Person Payments to Transition to Halsey Street Office

NEWPORT, R.I. (FRIDAY, JULY 18, 2025) – Department of Utilities is upgrading its utility billing system, promising a more user-friendly, reliable, and efficient utility billing experience.

The new system, which is scheduled to go live mid-August, will provide more flexible and easy-to-use tools for managing utility accounts and making payments online.

The new system will feature a more intuitive interface, expanded payment options, and greater flexibility for customers. As part of this transition, utility billing payment collection responsibilities will officially shift from the Collections Office at City Hall to the Department of Utilities. Effective July 31, 2025, the Collections Office at City Hall will no longer accept utility payments.

During the transition, customers will temporarily be unable to make online payments. Online payments in the current system will be deactivated as of July 30, 2025. Final automatic payments will be processed on July 31, and the August utility bill will be generated in the existing system on August 1, 2025.

Online payments will continue to be unavailable through mid-August, when the new system is expected to go live. The first utility bill under the new system will be issued on September 1, 2025.

Once it debuts, the new platform will include a number of enhanced features, allowing customers to view account history, manage billing preferences, and enroll in services such as paperless billing and pay-by-text. For those opting to pay their bills online, the Department of Utilities will absorb all payment processing fees, including those for credit cards, Venmo, and Google Pay.

In addition to a refreshed look, all utility customers will be required to create a new online account, with a new Customer Identification (CID) number provided in their upcoming August bills.

Once logged in, existing billing history, water usage, and other information will transfer over. However, customers will need to re-enter payment information, re-enroll in autopay, and may choose to opt in to the new service options.

Customers who need to make a payment while online payments are unavailable may do so in person at the Department of Utilities, located at 70 Halsey Street, Newport. Office hours are Monday through Friday, 8 a.m. - 4 p.m., and payment may be made by cash, check, or money order.

Payments by check or money order may also be mailed to either the Department of Utilities PO Box: (City of Newport, Department of Utilities, PO Box 1195, Providence, RI 02901-1195) or directly to the main office (City of Newport, Department of Utilities, 70 Halsey Street, Newport, RI 02840). Customers should be sure to include their account number in the memo line when paying by mail.

Any payments not made through the previous system or in person during the online blackout period may be completed in the new system once it goes live in mid-August.

Detailed instructions and further announcements will be provided through official City communication platforms, by mail, and on the City’s website in the coming weeks.

As always, we appreciate the community’s patience during this transition and remain committed to providing high-quality, accessible utility services.

Customers with questions or concerns are encouraged to contact the Department of Utilities, billing staff directly at (401) 845-5604 or via email at utilitybilling@cityofnewport.com.