Outages

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Providing reliable service is a top priority for all of us in your City Utilities Department, and our crews work daily to maintain and improve the system's lines and pipes. On occasions when service is disrupted due to planned or unplanned events, we want to be sure you have accurate, timely information about what is going on and any actions you should take. 

Reporting Outages and Leaks

Report a power outage: (650) 496-6914

Report a gas leak or service disruption: (650) 329-2579

Report a streetlight out: (650) 496-6916 or use our Streetlight Outage Reporting Form

Report a water leak or service disruption: (650) 329-2579

How do I get the latest information?

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Palo Alto uses AlertSCC to communicate during unforeseen events or emergencies such as natural disasters, crime bulletins, power outages, and more. Sign up to receive Alert SCC notifications here: https://www.sccgov.org/sites/oes/alertscc/Pages/home.aspx

Contact the City of Palo Alto Utilities

Community members can contact Utilities Customer Service Center at (650) 329-2161 or UtilitiesCustomerService@CityofPaloAlto.org with questions about utilities account or service information.

Sign up for our Utilities e-newsletter to receive periodic updates on programs, events and news of interest. 

In the event of an actual emergency, dial 9-1-1. For non-emergency public safety issues, call (650) 329-2413. 

Electric Outage Preparedness

Electrical emergencies can happen any time. Whether it’s an accident or a weather-related situation, occasional power outages are simply unavoidable. However, you can easily prepare for the unexpected loss of power. To prepare for a potential power outage, you may need to take several of the following steps:

  • Utilize an emergency supply kit with enough water, food, medicine, batteries and flashlights to last several days.
  • Arrange a communication and meet-up plan with your family or neighbors in case cell phones do not work. 
  • Have your vehicle gas tank filled and cash on hand (as electronic transaction devices and ATM machines will be without power).

Some simple things to have on hand:

  • battery-powered emergency lighting (or flashlights, at a minimum)
  • portable or battery-powered radio
  • wind-up or battery-powered clock
  • nonperishable food and water (including a manual can opener)
  • pet food
  • first aid kit
  • telephone that does not depend on electricity

Medical Necessity Customers

Since power outages can occur at any time, for extended duration, and with no guarantee of which line can be energized in a particular sequence, we recommend that our customers with ongoing, in-home medical conditions requiring power supply consult with their healthcare provider on how best to prepare for power outages. The City of Palo Alto Utilities (CPAU) does not maintain a priority “medical restoration list." Adequate back-up power alternatives for specific needs may include:  additional supplies of device batteries; a properly-sized, pre-charged uninterruptible power supply; an onsite generator, etc. 

If anyone with a medical necessity experiences a power outage of any duration that threatens health or safety, please call 911.

View storm and emergency preparedness resources.

PG&E and Electrical Service in Palo Alto

PG&E manages the electric transmission grid for the entire Bay Area, including Palo Alto. While PG&E does not directly serve electricity to CPAU customers, the City intakes electricity from PG&E’s transmission system. In the event PG&E shuts off major transmission lines in the Bay Area, power outages could potentially affect Palo Alto. CPAU will monitor and manage its own infrastructure based on weather and safety assessments. 

Read more about PG&E’s Public Safety Power Shut-off program at pge.com/psps

Learn more about the City of Palo Alto's wildfire prevention and mitigation strategies here