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Utilities Customer Service FAQs

Utilities Customer Service

Welcome to the City of Independence Utilities Customer Service website. Here you will find all the information relating to the services we provide.

Announcing a New Utility Billing System and Newly Designed Bill

The City of Independence Utilities is excited to announce the roll out of our new billing system this spring! The city has worked diligently with our vendor, Advanced Utilities Systems, and is ready for the customers to reap the benefits. This initiative is part of the Independence for All goals of improving customer service within the city.

A few new Features you can expect this Spring

 A newly formatted bill that clearly states utility charges and fees, enhanced online capabilities, and an important information area for better communication.   View Example

Some things to be aware of with the change:

  • Account numbers will change
  • Your access code will no longer be needed
  • You will now have an account number and a customer number
  • The bill will come in a larger envelope, so be on the lookout
  • Customers utilizing their bank’s online bill payment system will need to use a combined customer and account number as their new account number on their bank’s website. This will ensure payments are electronically applied to the correct account number.
  • Online customers will need to re-register online with new account information

 Register for online account access at independencemo.org/utilities and you can:

  • View payment history.
  • View comparative usage data for previous years
  • View and print bills for added convenience.
  • Continue to pay your bill with Master Card, Visa, or Discover debit and credit cards
  • Download an Automated Bank Draft Authorization, and many other important forms
  • Easy to find troubleshooting FAQ and contact numbers

Customers will still have the ability to pay their bills multiple other ways

Via telephone at (816) 325-SERV(7378)

In Person - Bring your entire bill to:
  Independence Utilities Center, 17221 East 23rd St S
  Lobby 8AM-5PM Monday-Friday (Closed Holidays)
  Drive-thru 7:30AM-5PM Monday-Friday (Closed Holidays)

  City Hall, 111 E Maple St
  Lobby 8AM-5PM Monday-Friday (Closed Holidays)

  Drop Boxes at both locations are available 24/7

Below is an example of the new bill.

Page One

utility bill example pg 1

Page Two

utility bill example pg 2
If the above example images are too small to read, you may click on each to view full-size, or  click here for a PDF


17221 E. 23rd Street S.
Independence, MO 64057

Office hours are weekdays from 8:00 a.m. to 5:00 p.m., excluding holidays.

Contact Information

Customer Service Representative (816) 325-7930
Automated Account Information Line (816) 325-SERV
Fax Line (816) 325-7684
To report water main breaks (816) 325-7658
To request location of water lines (816) 325-7658
To report water emergencies after hours (816) 325-7640
 E-mail Utilities Customer Service

Establishing or Canceling Service

In order to establish, transfer or cancel electric, water, or sewer service in the City of Independence, you will need to contact a Utilities Customer Service Representative at (816) 325-7930. If you prefer to do business in person, you are welcome to visit our Utilities Customer Service office at 17221 E. 23rd Street S.

You should call at least five days in advance to schedule the start of your service. The City of Independence Utilities offers several options to make paying your bill as convenient as possible.

Other Services

Rules and Regulations

Combined Utility Customer Service Rules and Regulations