Business FAQs

If you have the following issues, please contact our customer service center below.

• If you feel that your utility bill is incorrect
• If you have a complaint regarding your utility bill
• If you haven't received your utility bill
• For more information about financial assistance with your utility bill

In Person

City of Palo Alto Utilities
Customer Service Center, Ground floor
250 Hamilton Avenue
Palo Alto, CA 94301

Phone

(650) 329-2161

By Mail

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

By Email

UtilitiesCustomerService@cityofpaloalto.org 

How can I conserve energy?

If you would like tips on how to conserve energy, please contact Utility Program Services at (650) 329-2241.  For more information regarding rebates for our commercial customers, please visit our Customer Advantage Program.

Who should I contact to get more information about the Residential Energy Assistance Program (REAP)?

If you would like more information about REAP, please contact Utility Program Services at (650) 329-2241.

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 Program Services at (650) 329-2241. The City has rebates for solar electric (photovoltaic or PV) and solar water heating systems.  A feed in tariff is available for large solar electric installations.  More information is available on the Utilities' department sustainability web pages.

How will I be notified about planned or unplanned outages? 

Please contact Electric Operations at (650) 496-6914 for information on an outage.  In addition, the City of Palo Alto Utilities' Department website will also be updated with information on the outage and its status as soon as we have information.

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:

In Person

City of Palo Alto Utilities
Customer Service Center, Ground floor
250 Hamilton Avenue
Palo Alto, CA 94301

Phone

(650) 329-2161

By Mail

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

By Email

UtilitiesCustomerService@cityofpaloalto.org

Who do I contact to report a gas leak?

Please call our Emergency Dispatch 24/7 at (650) 329-2579.

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.