What you need to know about the new Utilities billing system
Your utility account number has changed. Don’t worry! Every utility customer was assigned a new account number on May 4, 2009, because we installed a new billing system. Please remember:
* If you pay by check, include the new account number, not the old one.
* If you use your bank's online bill pay service, make sure you change
the payee information to include the new account number and
remove the old one.
* Use the new account number when calling Customer Service.
* If you are signed up for automatic bank drafting, you don't need to do
anything--we will change your account number for you and continue
to debit your account each month.
* You should not see any change in your rates or service solely due to
our new billing system. The format of the bill will look nearly
identical to the way it currently looks. (Click here for sample.)
If you already sent a payment using the old account number, be assured that during the first few months we will check to make sure payments get applied to the right account number. Please remember to use the new account number in the future, though.
My Utilities Account Users
If you currently use our online services, please be aware they are currently unavailable while we complete upgrades to the site. If you participated in our beta test, you may continue to use the upgraded site, but no more new registrations will be accepted until the system is publicly released.
If you were a previous user of My Utilities Account and need information about your account, please contact our Customer Service Center at UtilitiesCustomerService@cityofpaloalto.org or by phone at (650) 329-2161.
Questions or Concerns?
Our new billing system will help us serve you more effectively, since it is more capable and robust than our old one. If you have any questions or concerns about the transition to the new system, about your bill, or about your new account number, please contact us at UtilitiesCustomerService@cityofpaloalto.org or call 650-329-2161.
