Utilities FAQs

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Billing

How do I pay my bill?

The City of Palo Alto offers numerous options to pay a Utility bill. Users can pay by phone, set up auto pay online or set up ACH. Find out more by visiting our Bill Pay page. 

I have a question about my bill. Who should I contact?

Please call Utilities Customer Service at (650) 329-2161 to review your account. Please have your utility account number or invoice ready.

I haven't received my utility bill this month. What should I do?

Please call Utilities Customer Service at (650) 329-2161 to review your account. 

I received a disconnection notice. Who should I contact?

Please call Utilities Customer Service at (650) 329-2161.

Where can I find the current utilities rates?

How do I turn on, turn off, or change my account?

Please call Utilities Customer Service at (650) 329-2161 or visit our Start, Stop or Change page.

How do I read my own meter?

If you are interested in becoming a self-read customer on a monthly basis, please visit our Meter Information page or contact Customer Service Billing at (650) 329-2161 for assistance.

Does CPAU offer any medical or financial discounts and if so, who should I contact?

The City of Palo Alto Utilities offers the Rate Assistance Program (RAP) for income or medical qualifying residents who seek assistance with their utility bill costs. For other programs you may qualify for, visit our Financial Assistance page. 

I have questions and or feedback about MyCPAU. Who should I contact?

Visit our MyCPAU page, or call Customer Service Billing at (650) 329-2161 for further assistance. 

Conservation

How can I save energy and water?

Contact Utilities Customer Service at (650) 329-2161, or visit our save energy and water page to learn more.

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

Contact Utilities Program Services at (650) 329-2241 or visit our Residential Energy Assistance Program page.

Does CPAU have time-of-use or other special rates for charging electric vehicles?

At this time we do not have a current rate category for electric vehicle charging or time-of-use readings. For more information on EV charging, visit our Electric Vehicle page.

Outages and Safety

How do I report an electric outage?

To report a power outage, call: (650) 496-6914 or visit our Utilities Outages page.

How do I report a streetlight outage?

To report a streetlight outage, call (650) 496-6914 or visit our Utilities Outages page.

What should I do if I see a tree infringing on the overhead power lines?

To report trees contacting power lines, contact (650) 496-5953 or visit our Utilities Outages page.

To whom do I report a gas leak?

To report a gas leak, call (650) 329-2579 or visit our Utilities Outages page.

I want to report bad tasting/looking water. Who should I contact?

To report bad tasting/looking water, contact our Water Transmission Division at (650) 496-6967 or visit our Water Resources page.

Refuse

How do I report an issue with my refuse collection?

Any issue or additional service requests can be made by calling GreenWaste, weekdays from 8am to 5pm by phone (650) 493-4894 or pacustomerservice@greenwaste.com.

I have hazardous items to drop off. Where does that go?

The City of Palo Alto provides an environmentally safe and convenient hazardous waste disposal for residents and small businesses. To learn where and what time to drop off, please visit our Hazardous Waste Program page or call Zero Waste at (650) 496-5910.

How can I learn what goes in which bin?

Zero Waste has provided a helpful guide and tool kit to help residents and small business learn what items go in which bin. Please visit the What Goes Where page to learn more, or call Zero Waste at (650) 496-5910.