Palo Alto utility rate relief is available to both residential and commercial customers. The City’s proclamation of a local emergency instituted moratoriums on disconnections for non-payment, late payment fees, and full-bill payment requirements for City of Palo Alto Utilities residential customers. Customers can make partial payments, without penalty, and without risk of disconnection for non-payment. The total of missed payments (except Late Fees, which will be waived in their entirety) will continue to be owed, but customers will be eligible for an extended payment plan of up to 18 months from the proclamation termination.
If you are struggling to pay your utilities bills, you may qualify for our Rate Assistance Program, which provides a 25% discount on gas and electricity charges and a 20% discount on storm drain service fees. If you qualify for the Rate Assistance Program, you will also be able to receive free home efficiency upgrades through our Residential Energy Assistance Program. You can equalize your monthly payment into twelve equal amounts through the Bill Payment Plan. Through ProjectPLEDGE, Utilities customers in good standing with their own accounts may donate funding on a one-time or recurring basis to help another Utilities customer. If you are in need of financial support, you may apply for one-time assistance. You may also donate if you would like to support this program. Customers seeking further information or needing assistance can call (650) 329–2161. Utilities Customer Service can help with questions associated with these programs. Customer support is available through the call center, online customer account service at https://mycpau.cityofpaloalto.org/portal/, or email at UtilitiesCustomerService@cityofpaloalto.org