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FAQs - Customer Service

Where are you located?
When are you open?
What methods of payment do you accept?
What information do I need to turn service on?

Do I have to come into the office to apply for service?
What information do I need to turn service off?
How many days in advance do I need to call to have service turned on/off?
When will I be billed?
When is the bill due?
Where do I mail my payment?
Where is your Night Drop located?
Will I be required to pay a deposit? If so, how much will it be?
What methods of payment are accepted for deposits?
When will the deposit be refunded?
Is interest paid on deposits?
If I am unable to pay within 15 days is it possible to get an extension for payment?
If the bill is not paid, will service be disconnected?
If service is disconnected, is there a charge to turn it back on?

Q. Where are you located?
A. Our Customer Service Office and Payment Center are located on the first floor at Anaheim West Tower, 201 S. Anaheim Blvd.

Q. When are you open?
A. We are open for walk-in customers and payments from 8 a.m. - 5 p.m., Mon. - Fri. You may reach us by phone at 714.765.3300 between 7 a.m. - 5:30 p.m., Mon. - Fri.

Q. What methods of payment do you accept?
A. There are several options you may use when paying your utility bill. They include:

  • Cash (in office)
  • Money orders
  • Checks
  • Cashier checks
  • Visa
  • MasterCard
  • Discover
  • Major bank debit cards with the Visa, Discover or MasterCard symbol
  • Pay Your Bill Online - Receive and pay your bills via the Internet with credit card or electronic transfer from your checking or savings account. Click here to learn more about Pay Online and set up your account for electronic billing and payment today.
  • Automated Phone Service - Use your major band debit or credit card with the Visa or Mastercard symbol to pay your bill anytime, including nights and weekends by calling 714.765.3300.
  • AutoPay - Set up your account so that you bills will be paid automatically by credit card or transfer from your checking account. Call 714.765.3300 for an enrollment form to get started today with AutoPay.

Q. What information do I need to turn service on?
A. For residential Service:

  • Service Address
  • Turn on date
  • Name of responsible party
  • Mailing address
  • Daytime phone number
  • Driver's license number
  • Date of birth
  • Social Security number
  • Employer name
  • Address and phone number of employer
  • Length of employment
  • Marital status: If married, spouse's name plus all of the above information.
  • The same information is required for all roommates

B. For (small) commercial service:

Sole ownership -
Same information as for residential service, plus the type of business, square footage of the property, Anaheim business license number, and DBA.

Partnership - Same information as residential, for all general partners, plus the type of business, square footage of the property, Anaheim business license number, and DBA.

Small Corporation -
The date and state of incorporation, the Federal Tax ID number, business license number for the City of Anaheim, and the names and telephone numbers of all corporate officers.

Anaheim Public Utilities does not accept credit card payments from large commercial customers.

Q. Do I have to come into the office to apply for service?
A. Most applications are taken by phone. However, residential customers can go online and take advantage of the many features offered by Manage Your Account. This web-based utility account management system allows customers with internet access to manage their water and electric utility accounts, including: requests to turn utility services on or off, view account information, view account billing history, view pending service orders, request a one-time payment extension and update personal customer information. A convenient link is provided to Pay Online, making Manage Your Account a virtual one-stop-shop for making your Anaheim Public Utilities transactions entirely at your convenience, all from the comfort of your laptop at home, your favorite coffee shop or half-way 'round the world. More ...

Q. What information do I need to turn service off?
A. Your name, service address, off date, forwarding address, and phone number.

Q. How many days in advance do I need to call to have service turned on/off?
A. We advise calling 5 days in advance to assure that we will be able to accommodate your desired date.

Q. When will I be billed?
A. The timing of your first bill after service is established depends on which billing cycle you are in. It may be received anytime within 60 days for residential customers or 30 days for business customers. Most residential customers are billed bimonthly and can expect to receive a bill approximately every 60 days after the first bill. Business customers are billed monthly and will receive a bill approximately every 30 days after the first bill.

Q. When is the bill due?
A. The bill is due and payable upon receipt and becomes delinquent in 15 days.

Q. Where do I mail my payment?
A. Payments can be mailed to City of Anaheim, P.O. Box 3069, Anaheim, CA 92803

Q. Where is your Night Drop located?
A. Our Night Drop locations are at City Hall West, 201 S. Anaheim Blvd. The walk up Night Drop is on the south side of the building to the left of the main entry doors. The drive through Night Drop is located in the parking structure adjacent to the building.

Q. Will I be required to pay a deposit? If so, how much will it be?
A. You may be required to pay a deposit. Deposits are based on the services provided. For residential customers, the minimum deposit amounts are:

  • Electric service - $100.00
  • Water service - $45.00
  • Waste disposal - $30.00

In most instances the deposit will be billed and is due within 15 days of service connection.

For business customers the deposit is based on estimated utility use and will vary.

Q. What methods of payment are accepted for deposits?
A. Cash, check, money order, debit card, or credit card (Visa or MasterCard). Arrangements may also be made for the deposit requirement to be satisfied by a Certificate of Deposit made payable to the City of Anaheim. Deposits may be sent via Western Union; arrangements may be made at any Western Union office. Businesses may provide a letter of credit in lieu of a deposit.

Q. When will the deposit be refunded?
A. Deposits are refunded after the customer has paid bills for 12 consecutive months in a timely manner.

Q. Is interest paid on deposits?
A. Not at this time. If the deposit is satisfied by a Certificate of Deposit, the interest earned is refunded to the customer along with a deposit.

Q. If I am unable to pay within 15 days is it possible to get an extension for payment?
A. Payment extensions are not granted on deposit bills. However, we are happy to provide assistance to our customers who are having temporary financial difficulties. Requests for payment extensions are considered on an individual basis.

Q. If the bill is not paid, will service be disconnected?
A. Customers are notified by mail when a bill has become delinquent. If payment is not received after this notification, service may be disconnected until the bill is paid.

Q. If service is disconnected, is there a charge to turn it back on?
A. The charge is $30 during scheduled hours and $40 outside of scheduled hours. A deposit may be required to reestablish your credit, whether or not service is disconnected for nonpayment.