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Public Utilities Customer Service

Show All Answers

1. Where is your office located?

Our customer service office and payment center is located at:
Anaheim West Tower
201 S. Anaheim Boulevard
1st Floor
Anaheim, California 92805

Free 2-hour parking is available on the first level of the parking structure adjacent to Anaheim West Tower. 30-minute parking is also available outside the building on Center Street Promenade.

2. I’m new to Anaheim. How do I go about starting service?

We are happy to assist in setting up your services with Anaheim Public Utilities. You are able to complete an application online 24 hours a day by visiting. If you would like to come into our office to have someone help you in person, we could assist you at 201 S. Anaheim Blvd., 1st Floor, from 8 a.m.-5 p.m., Monday-Friday If you wish to complete the application over the phone with a representative, you can call our Customer Service during normal business hours from 7 a.m.-6 p.m., Monday-Thursday, and 7 a.m.-5:30 p.m., Friday.

Please have the following information available so that we can quickly get your services established:

• •Full legal name
• •Social Security number
• •California driver’s license number
• •Date of birth
• •Marital status
• •Spouse’s name (or alternative responsible person’s name)
• •Daytime telephone number
• •Employer’s name and address

3. 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.

4. When will the deposit be refunded?

Deposits are refunded or credited to the account after the customer has paid 12 consecutive bills on time.

5. 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.

6. Can I receive my bills monthly instead of bi-monthly?

We now offer a monthly billing option to our customers who agree to the program’s guidelines. For more information on monthly billing please call customer service at 714-765-3300 or complete the form online. 

7. When will my bills be due?

Bills are due and payable upon receipt and become delinquent after 15 days.

8. I would like to make a payment on my account. How can I pay my balance owed?

We have several different options for you to pay your utility bill:

• You may mail in your payment using a check, money order, or cashier’s check to:

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

• For in-person payment:
  • Our cashier is at Anaheim West Tower (201 S. Anaheim Blvd.). We accept cash, credit card, check, money order, or cashier’s check

  • We have a drop box located on the south side of Anaheim West Tower (201 S. Anaheim Blvd.) on the left side of the main entry doors if you wish to drop off a check, money order, or cashier’s check

• You may also pay using our automated and online system 24 hours a day using a credit card or ACH
• You may pay using our automated phone system 24 hours a day using a credit card or ACH by calling 714-765-3300, option 1

9. I would like the ease of viewing and paying my bills online. How to set up online bill?

Visit and click ‘Create Account.’ Once your online account is created, you can sign in to view and pay your bills online

10. My bill seems high. What are my options to ensure that I am charged the correct amount?

You could speak to a representative during our normal business hours; they will review the bill with you and verify that charges are correct. The representative will also review the usage and give you tips and suggestions on how you could possibly lower your bill.

11. Do you offer any assistance programs to help lower my utility bill?

Anaheim Public Utilities currently offers more than 45 rebates and incentive programs that assist Anaheim businesses, residents and income-qualified customers save water, energy and money. Whether you are remodeling your home, replacing inefficient appliances or looking for free services on ways to save, we have a program that’s right for you! Visit us or call us at 714.765.4250.

12. My current circumstances prevent me from paying my entire balance. Can I make payment arrangements for the amount owed on my account?

We will make every possible attempt to help you through your difficult situation. Please call our office for information regarding payment assistance options available.

13. 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.

14. My service has been disconnected because I was unable to pay my bill by the due date. How do I go about restoring my service?

When we must disconnect service for non-payment, we require an additional fee be paid upfront in addition to the delinquent amount. You may come into the office to pay the required amount, or you may call and pay over the phone with our automated phone system (714-765-3300, option 1). You then can speak with a customer service representative to make sure an order has been issued to restore your services.  Payments made before 5:30 p.m. will be restored the same day. Payments made after 5:30 p.m. will be restored the next business day.

15. How can I turn services off?

We are happy to assist you over the phone at 714-765-3300. We advise calling 5 days in advance to ensure that we will be able to accommodate your desired date. You will need to provide your name, the service address, a turn-off date, your telephone number and a forwarding address where we can mail your final bill and deposit refund (if applicable.)

16. My power/water service is out. When will it be restored?

Power outages may occur due to a number of different causes, from regional, large-scale blackouts, to local problems on power lines serving your home or business. Our electric operations center is available 24 hours a day, 7 days a week, to dispatch a troubleshooter to respond quickly to power outage. However, if significant repairs are required after normal business hours, additional staffing for crews will require employees to report in, assemble materials, and make the necessary repairs.

You may visit View Outage Center’, where you will find real-time electric and water outage maps and an online form to report your outage and receive a personalized response from our electric operations team. We encourage you to sign up for Anaheim Alert (www.anaheimalert.net), the City’s email and text notification system. Please know that we make every effort to restore your power as soon as possible.

17. I am noticing water waste in my neighborhood. Can someone address this?

There are three ways to notify us of water waste: visit Waste in Anaheim to report Water Concerns’, email us at savewater@anaheim.net, or call us at 311 inside city limits (714.765.4311 outside of Anaheim). If you can provide us with some basic information, our staff can investigate the matter and follow up with you if you desire.

18. There is a streetlight out in my neighborhood. Can it be repaired?

Streetlights are typically repaired within five working days. We schedule repairs during daylight hours, so the street address and pole number help us to locate the correct streetlight. You can complete an online form at www.anaheim.net/utilities (click on ‘Electric Services’ then ‘Streetlight Service Request’) or contact one of our representatives at (714) 765-3300 for streetlight related problems that require immediate attention, such as broken wires.

19. What can I do if I receive unsolicited phone calls from contractors or telemarketers for solar or other energy-efficiency technology companies?

• Contact the Better Business Bureau
• Contact the Contractors State License Board
• Register with the "Do Not Call” list (DNC) 1-888-382-1222
• File a complaint for DNC violations with the Federal Communications Commission
• Use the function on your phone to block unwanted calls