Am I eligible for financial assistance with my utility bills?
For more information about financial assistance with your utility bill, please contact our customer service center:

BY E-MAIL
UtilitiesCustomerService@cityofpaloalto.org

Are there different types of underground districts?
Yes. There are 3 types of underground districts: 1) General Public Interest and Benefit district where CPAU pays for all construction in the Public Right-of-way; 2) Primarily for Local Public Benefit district where the construction costs in the Public Right-of-way are shared equally between the utility and the residents; and 3) Insufficient Public Benefit, where the requester pays at least 75% of the cost of the undergrounding in the Public Right-of-way.

Can I enroll more than one account?
Yes. Once you register one account and create your own Username, you can register and monitor multiple accounts for your business needs. It must be an account for which you receive a monthly bill. From the List of Accounts Page, just click on Add Account, gather your monthly statements, and follow the on-screen instructions.

Can someone please tell me about the City of Palo Alto's Solar energy policy?
If you would like information about the City of Palo Alto's Solar Energy Policy, please contact Utility Marketing Services at 650-329-2241.

Can the program be sped up?
The rate at which undergrounding can be accomplished is dependent upon the financial participation of our joint partners (telephone and cable TV providers). The telephone company is regulated by the California Public Utilities Commission on how much it must spend on underground projects. Any acceleration of the program would have to be coordinated closely with telephone regulations.

Do I have to participate in the underground district?
City Council creates an underground district by passing an ordinance which amends the Underground District into Municipal Code. This occurs after a Public Hearing to take comments from the public.

How can I conserve energy?
If you would like tips on how to conserve energy, please contact Utility Marketing Services at 650-329-2241.

How can I get additional information about this project?

• Email us at: EmergencyWater@CityofPaloAlto.org
• Call or fax the Utilities Department: Phone 650-566-4504, FAX 650-566-4536.
• Look for the bill Inserts in the September Utility bill for information  bout the project and the November ballot measure.

How do I enroll in the online My Utilities Account (MUA)?
ALERT!  My Utilities Account will be unavailable through May and June 2009 so we can beta test a replacement system that will allow us to offer you enhanced services like paperless billing and online bill pay. 

If you are currently a My Utilities Account customer and you need access to your account online during May and June, please e-mail us at MUABetaTest@cityofpaloalto.org so we can add you to the beta test.  The beta test system will be available starting May 4. 

If you are not a current My Utilities Account customer, please be patient with us and check back in July to sign on to our new and improved system.

How do I select a contractor to do the undergrounding of my home service?
To be certain that your money is well spent, we recommend spending some time before you start your project by asking friends for personal recommendations of contractors they have liked, getting written bids from contractors, checking their references, obtaining a written contract for the terms and work agreed to, and monitoring the project and contractor as the work progresses. A great source of thorough information and free publications about selecting a contractor in our area is the Contractors' State License Board, Northern Region. Visit their website at http://www.cslb.ca.gov or their office at (916) 255-4027 in Sacramento. Complaints can also be registered through this oversight board.

How long will it take to construct the reservoir?
The El Camino Park reservoir, pump station and well will take approximately 18 to 24 months to complete. During construction approximately four acres of El Camino Park will be unavailable. City staff will relocate park activities during construction.

How long will it take to underground the entire City?
At the current rate of undergrounding it will take in excess of 50 years to complete the entire city.

How much does it cost to underground the electric facilities in front of my home?
The portion of the work performed by CPAU costs between $10,000 and $15,000 per home. In addition to this cost, the homeowner can spend from $3,000 to $8,000, or more in some cases, to make their home ready for underground service. The actual cost a homeowner incurs is due to a variety of factors such as the distance from the City's electrical service box in the sidewalk or street to the homeowner's meter panel, whether the trenching work is under a paved walkway or driveway versus in the lawn, the variations in price provided in written bids from licensed electricians or contractors, and which installer is selected by the homeowner.

How much does the electric utility spend on undergrounding each year?
1% of the electric revenues are spent on undergrounding each year. This level of funding will underground approximately 100 homes per year.

How much of the undergrounding costs do I pay?
If it is a General Public Interest and Benefit district, the homeowner pays the $3,000 and $8,000 to make the home ready for underground service. In other types of districts, the homeowners pay a greater share of the costs.

How much will the Emergency Water Supply and Storage Project facilities cost, and how will it be funded?
The total project cost for the reservoir, new wells and rehabilitation of the existing wells and of the existing Mayfield Pump Station, is estimated at $40 million dollars. A portion of the funds for the project is in the City's Capital Improvements Project. Additional funding will be obtained by issuing revenue bonds to be repaid through water utility revenues.

How was the El Camino Park location for the new reservoir, pump station, and well selected?
After initially evaluating seven potential sites for a new reservoir in Palo Alto, using feedback from focus group meetings and information from City of Palo Alto Utilities staff, the City Council approved four sites for further consideration in the Environment Impact Report (EIR) process — El Camino Park, Town and Country Center and two near the Stanford Shopping Center — for the new reservoir, well and pump station. These sites appeared to be viable due to many factors such as the geographical location and elevation, proximity to existing water lines, and ability to accommodate an underground reservoir, well, and pump station. On March 5 th 2007, after evaluating the Final EIR, the recommendation of the Planning and Transportation Commission, and various staff reports, the City Council certified the Final EIR and approved El Camino Park, in concept, for the location of the new reservoir, pump station and well.

How will I be notified about rolling blackouts?
Please contact Electric Operations at 650-496-6914.

I believe my utility bill is wrong, who should I contact?
If you feel that your utility bill is incorrect please contact our customer service center:

BY E-MAIL
UtilitiesCustomerService@cityofpaloalto.org

I forgot my username and/or password, and/or re-registered my account, what should I do?
Hint: PASSWORDS are case sensitive. If you have forgotten your username and/or password, or are experiencing problems with this site, please e-mail Customer Service or call (650) 329-2161. Additionally, please ensure that your browser has JavaScript and cookies enabled. Further information on JavaScript and cookies is available here, below.

I have a complaint about my gas, electric, and or water bill, who may I contact?
If you have a complaint regarding your utility bill please contact our customer service center:

BY MAIL
City of Palo Alto Utilities
Customer Service Center
PO Box 10250
Palo Alto, CA 94303

I have a complaint about my gas, electric, and or water service, who may I contact?
If you have a complaint regarding your utility service please contact our customer service center:

BY MAIL
City of Palo Alto Utilities
Customer Service Center
PO Box 10250
Palo Alto, CA 94303

I have a problem with my water/electric/gas bill, who may I contact?
If you have a problem with your Utility Bill please contact Customer Service at:

BY E-MAIL
UtilitiesCustomerService@cityofpaloalto.org

I haven’t received my utility bill this month, what should I do?
If you haven't received your utility bill please contact our customer service center:

BY E-MAIL
UtilitiesCustomerService@cityofpaloalto.org

I want reliable, fast Internet service, am I a candidate for Dark Fiber?
Dark fiber is a service for the Business community. We service both large and small companies. If you are a company that currently requires one or more T-1 lines, Dark Fiber may be for you.

I want to report bad tasting/looking water, who should I contact?
If your water tastes or looks bad please contact Water Operations at 650-496-6982.

If I do not want to participate in an underground district before it is formed what should I do?
During the formation of the underground district, you will receive a survey to determine interest in the underground district. You should respond that you are not interested in forming a district. In addition, you may write to the City Council letting them know your concerns. You may also attend the Public Hearing for the underground district and speak directly to Council with your concerns.

Is there a program to help customers with the cost of converting their service to underground?
The City has a 10-year loan program where a lien is placed against the property for the amount of the loan and the loan payments are collected on the property tax bill.

My electricity and gas are about to be cut off and I need help, who should I contact?
Please contact our customer service center to establish a payment schedule:

BY E-MAIL
UtilitiesCustomerService@cityofpaloalto.org

What about JavaScript and cookies settings in my web browser?
For the application to work properly your browser must have JavaScript enabled and allow cookies. If you're concerned about security, you can turn on JavaScript and cookies for the current session with your browser and then turn them off after you are finished.

Enabling cookies in Microsoft Internet Explorer 5.x...

1. Select "Internet Options" from the Tools menu.
2. Click on the "Security" tab.
3. Click "Custom Level" button.
4. Scroll down to the "Cookies" section.
5. To enable: Set "Allow cookies that are stored on your computer" to "Enable".
6. Set "Allow per-session cookies" to "Enable".
7. Click "OK". 

Enabling cookies in Netscape Communicator 4.x...

1. Select "Preferences" from the Edit menu.
2. Find the "Cookies" section in the "Advanced" category.
3. To enable: Select "Accept all cookies" (or "Enable all cookies").
4. Click "OK".

What are the necessary steps to getting hooked up?
We will be glad to discuss your needs, explain the features and calculate your annual fiber license fee. Contact information is listed below.
    

You will be billed an annual fee for the fiber miles you license, you may send as much or as little over the leased fiber as you wish, we do not bill "per bit".

What can I do to further minimize the possibility of unauthorized access to my personal and account information?
The City of Palo Alto Utilities will never contact you to ask you for your Username or Password information. Please be very cautious when getting phone calls, e-mails, or instant messages asking for this information; we recommend you do not respond to these requests, and contact us immediately with details.   If you're concerned about web browser security, you can turn on JavaScript and cookies for the current session with your browser, and then turn them off after you are finished with the CWA site.

What if I no longer want an account in the MUA system?
Please e-mail Customer Service or call (650) 329-2161 to speak with a Customer Service Representative.

What is "Dark Fiber"?
The CPAU leases access to its fiber optic network- a very reliable, high-speed "pipe" for advanced telecommunications applications. The term "Dark" means that it is the responsibility of the customer to "light" the fiber by adding electronics at either end of the fiber. Typically customers have one end of their leased fiber terminated at an internet service provider's (ISP) location and the other end at their building. The Palo Alto Internet Exchange, or PAIX, (not affiliated with the City) is conveniently located in downtown Palo Alto and is a termination point for many ISP's.

What is "JavaScript"?
JavaScript is a dynamic programming language for web pages. HTML (a static code) provides code for the webpage itself, and JavaScript can make dynamic changes so you can see your account information without reloading the page. A page created in HTML is static, meaning it won't change on-the-fly. JavaScript, however, is dynamic and therefore makes it easier and more convenient for your to retrieve your account information and use the features of our site. Today, JavaScript is used on most web sites.

What is a Cookie?
A cookie is a very small text file placed on your hard drive by a web page server. It is like your identification card for a certain web site, and cannot be executed as code or deliver viruses. It is uniquely yours and can only be read by the web server that gave it to you. A cookie's purpose is to tell the server that you have returned to that Web page. A cookie can help us to be more efficient in providing the information you want. We can learn what information is important to our visitors on their return visits, and what isn't. In general, web sites that maintain information on a user to "remember" them will use cookies. This includes all "shopping cart" web sites. For example, what users select from a site for shopping is saved as a cookie until they checkout.

What is my account number?
Your Account Number (example: 123456-12345) appears on the first page of your monthly bill. NOTE: Please be sure to include the dash "-" when entering your account number.

What is the difference between service and account addresses?
The service address is the premises where the utility services are provided. You may have a different address for billing purposes.

What is the Emergency Water Supply and Storage Project?
The Emergency Water Supply and Storage Project proposes the construction of a new underground 2.5 million gallon reservoir and well beneath El Camino Park, and the replacement of the existing pump station already located at the park. The project will also construct two new wells at the City’s Community Gardens and Eleanor Pardee Park and rebuild five existing wells:

1.  Hale Well on Palo Alto Avenue at Hale Street,

2.  Rinconada Well on Hopkins Avenue near Cedar Street,

3.  Peers Well on Park Boulevard at Stanford Avenue,

4.  Fernando Well on Fernando Avenue near Orinda Street, and

5.  Matadero Well on Matadero Avenue near Whitsell.  

Mayfield Reservoir Pump Station, on Stanford Avenue at Nixon School, will also be rebuilt to supply more emergency water to South Palo Alto for the City. After the completion of construction, park facilities that were disrupted during construction will be fully restored to current conditions. During construction, alternative facilities will be provided within the City for similar recreational uses.

What is the purpose of the Emergency Water Supply and Storage Project?
The Hetch Hetchy aqueduct system is the City’s primary water source. The California Department of Public Health (DPH) recommends that the City of Palo Alto have sufficient capacity in its water storage reservoirs and/or water wells to supply its customers with enough water to meet emergency and normal use demands should the Hetch Hetchy supply be interrupted.  In order to address this problem the City plans to construct the Emergency Water Supply and Storage Project to provide for emergency water needs in the event of an extended service interruption of the Hetch Hetchy system. Should a complete shutdown of connections to the City’s Hetch Hetchy water supplies become protracted, the project, in conjunction with extensive water conservation by water users, will have the ability to meet a basic level of water service citywide.

What kind of online security does CPAU use to protect customer account information?
Accessing your account is simple and secure to CPAU customers. All of your account information is encrypted and passed through the Secure Sockets Layer (SSL) Protocol at either 40-bit or 128-bit encryption - depending on your browser settings.

What kind of web browser do I need?
We suggest Internet Explorer version 5 or later, and/or Netscape version 4.7 or Netscape Version 7.   Instructions for adjusting Internet Explorer Privacy Settings   If you're using Internet Explorer 6.0:
Choose Tools, then Internet Options.
Click the Privacy tab,
Default setting is medium. Move the slider to determine which setting you prefer. You can also click on Advanced for specialized cookie treatment.   If you're using Internet Explorer 5.0:
Choose Tools, then
Internet Options.
Click the Security tab, Click Internet, then Custom Level.
Scroll down to Cookies and choose one of the two options.

What makes El Camino Park the City's preferred location for the underground reservoir, pump station, and well?
The existing Lytton Station supplies water to Stanford Shopping Center, Stanford West housing, a portion of the Stanford Medical Center and the University Avenue downtown area. These areas were identified as needing additional water storage for fire suppression and for short-term emergency demand. The El Camino Park location has several advantages compared to the other sites considered. These include lower construction costs, the avoidance of disruption or displacement of existing residences and businesses, and the fact that no additional land will be needed for the new pump station. See the November Ballot Measure page for more information about locating the reservoir beneath El Camino Park.

What sites were under consideration for the new wells?
The Emergency Water Supply and Storage Project includes construction of up to three new wells. Ten potential well sites were evaluated in the EIR, including the four new reservoir sites and six other sites - Eleanor Pardee Park, Library/Community Center, Heritage Park, Middlefield, Downtown Parking Lots and California Avenue Parking Lots - were evaluated for the wells only. One new well will be located at the new El Camino Park reservoir site. In addition to the new wells, the EIR evaluated sites for rehabilitation of five existing City wells - Hale, Rinconada Park, Fernando, Peers Park and Matadero. The reservoir and well sites evaluated in the EIR are shown in Figure 2-2 of the Draft EIR (PDF).

What type of districts have been formed in the City?
Over the years, each type of underground district has been formed and constructed. However, the overwhelming majority of the districts have been General Public Interest and Benefit districts.

What will I see after the reservoir, pump station and on-site well are constructed?
The 2.5 million gallon reservoir will be constructed completely underground and the property restored after construction. There will be minimal surface features protruding above the underground reservoir. Surface features will include access hatches and an above ground venting structure that will be hidden or buried in the landscaping. The new pump station will be mainly under ground, with an above-ground building that will stay within the footprint of the existing Lytton Turnout building. The pump station building will be designed to blend with the setting and to minimize noise. Other surface structures, such as access hatches and vents, will be incorporated into the existing fenced area of the Lytton Turnout as much as possible. Once construction is complete, the property above the reservoir will be restored to pre-construction conditions and playing field and parkland uses will resume. Park restoration will include: complete in-kind restoration of playing fields, replacement of existing structures such as bleachers and backstops, and restoration of landscaping and parking lot replacement.

When will my neighborhood be undergrounded?
The City prepares a 5-year budget each year. This document shows the next several planned underground districts. Planning is not done beyond the 5-year planning horizon. This is because the decision to underground is based, in part, on the condition of the electric system which constantly changes due to renovations and new construction.

Who approves an underground district?
City Council creates an underground district by passing an ordinance which amends the Underground District into Municipal Code. This occurs after a Public Hearing to take comments from the public.

Who do I contact to report a gas leak?
Please call our Emergency Dispatch 24/7 at 650-329-2579.

Who should I contact to get more information about the Home Energy Assistance Program (HEAP)?
If you would like more information about HEAP please contact Utility Marketing Services at 650-329-2241.

Who will benefit from the new reservoir and wells?
All customers of the City of Palo Alto’s water utility will benefit from the emergency water storage project because the project will allow the City to meet increased water demands in the event of an emergency, and will supply the City with a basic level of water service in the event of a sustained interruption of the Hetch Hetchy water supply.

Why do I receive a message that the information doesn't match the records?
Your last name (or business name) must be typed exactly as it is shown on your bill, and it must match your account number. This is for security purposes.

Why do I receive a message that the system is unavailable?
The system may be down for maintenance. If this problem persists, check http://www.cityofpaloalto.org/utilities to see if there are any long-term maintenance issues.

Why is the existing Mayfield Pump Station being upgraded?
The upgrades to the Mayfield Pump Station will boost pumping capacity, allowing the City to supply maximum day demands plus fire flows to the area roughly southeast of Page Mill Road, southwest of El Camino Real and northeast of Foothill Expressway.

Will there be an impact from the wells, once they're operational?
When the wells are operating, the well pump and motor will produce noise that can be heard from nearby properties. Since the wells are standby emergency water sources to be used only when the Hetch Hetchy water supply is reduced, the noise will be infrequent and temporary. The City’s existing operational standby wells at Hale, Rinconada and Peers Park are all in residential areas. City work crews periodically visit the well sites to inspect the equipment and perform routine maintenance. Noise during these maintenance visits should be negligible. Once a month the crews briefly operate each well to flush the well and verify proper operation of the equipment.

Will there be any disruption from noise or work crews once the reservoir, well, and pump station are constructed?
Once built, there should be minimal noise from the operation and maintenance of the reservoir and pump station. The new facilities will be designed so that routine operation and maintenance can be accomplished without disrupting nearby facilities.