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Customer Service - FAQ

Q. Where is your office located?
Our Customer Service Office and Payment Center is located at:
 
Anaheim West Tower
201 S. Anaheim Blvd
1st Floor 
Anaheim, CA 92805

Q. What are your business hours?
Our Customer Service Office and Payment Center is open from 8 a.m. - 5 p.m., Monday - Friday.  You can also call Customer Service at 714.765.3300 between 7 a.m. – 7 p.m., Monday-Tuesday, and between 7 a.m.-5:30 p.m., Wednesday- Friday.   Emergency personnel is also available 24/7 at 714.765.3300

Q. How often will I be billed?
The timing of your bill depends on the billing cycle your service address is in.  Most residential customers are billed bimonthly and can expect to receive a bill approximately every 60 days.  Commercial customers are billed monthly and will receive a bill approximately every 30 days.

Q. When will my bills be due?
Bills are due and payable upon receipt, and become delinquent after 15 days.

Q. Where can I mail my payment?
Checks or Money Orders made payable to The City of Anaheim can be mailed to:

City of Anaheim
P.O. Box 3069
Anaheim, CA 92803

Q. Do you have any payment Drop Box locations?
We have two Night Drop boxes located at Anaheim West Tower, 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. What methods of payment do you accept?
Anaheim Public Utilities offers several convenient options for customers to pay their utility bill.

In the office-
• Cash
• Money Order
• Check
• Cashier Check
• Debit/Credit Card (Visa, MasterCard, Discover)

Over the Phone (With a Customer Service Representative or through the Automated Phone Service)-
• ACH
• Debit/Credit Card (Vista, MasterCard, Discover)

Online-
• ACH
• Debit/Credit Card (Visa, MasterCard, Discover)

Mail-
• Check
• Money Order

Note: Anaheim Public Utilities does not accept debit/credit card payments from medium or large rate commercial customers.

Q. What information is required to apply for service?
 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
• Marital status: If married, spouse's name plus all of the above information.
• The same information is required for all roommates

Sole ownership/Partnership Business – In addition to the information required for Residential service, you will need to provide us with:
• Business Partner’s information
• Business Type
• Square Footage of the Property
• Anaheim Business License number
• DBA (Doing Business As)

Corporation/LLC Business
• Service Address
• Turn On Date
• Mailing Address
• Telephone Number
• Business Description
• Date and State of Incorporation
• Federal Tax ID number
• Anaheim Business License number
• Name and telephone numbers of all corporate officers

Q. Do I have to come into the office to apply for service?
Most applications for service can be completed over the phone with a Customer Service Representative.  You can also apply online by visiting WebConnect, our web-based utility account management system at https://myapu.anaheim.net/iwr/user/login.seam?cid=19.

Q. Will I be required to pay a deposit?
Anaheim requires all new customers to pay a security deposit before electricity can be connected. In compliance with the Federal Fair and Accurate Credit Transaction Act of 2003, Anaheim will check your credit rating with Equifax before connecting your electric service. You must provide your Social Security number so that we may check your Credit rating with Equifax.  Based on information returned from Equifax, Anaheim may waive the deposit requirement. If your Equifax report indicates that a security deposit is required, you may provide Anaheim with a Credit Reference Letter from your previous utility company. Credit reference letters must be on company letterhead and must show credit information from the previous 12 months to be considered.  If Anaheim approves the Credit Reference Letter that was provided, your deposit will be waived.

Q. When will the deposit be refunded?
Deposits are refunded or credited to the account after the customer has paid 12 consecutive bills on time. 

Q. If I am unable to make my payments by the due date on the billing statement, what can I expect?
Once a bill becomes past due, a 1% late fee will be assessed to the account.  For information regarding payment assistance options, please call Customer Service at 714-765-3300.

Q. If the bill is not paid, will services be interrupted?
Customers are notified by mail when a bill has become delinquent. If payment is not received after this notification, services may be interrupted until the account is brought up to date.

Q. If services are interrupted for non-payment, is there a charge to turn them back on?
Yes.  When services are interrupted due to non-payment, we require an additional fee be paid upfront in addition to the delinquent amount.  Additionally, a deposit may be required to re-establish your credit.

Q. What information do I need to turn service off?
• Your name
• Service address
• Turn Off date
• Forwarding address
• Telephone number

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