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Customer Service
Water Service in San José
There are three water retailers in San
José,
each with their own service areas: San José Municipal Water,
which is owned and operated by the City of San José, San
Jose Water Company, and Great
Oaks Water Company which are both
privately
owned and regulated by the California Public Utilities Commission.
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How to Reach Us
By Phone
Customer Contact Center (408) 535-3500
Monday through Friday 8:00 to 5:00 PM, excluding holidays
City of
San José Phone Directory
In Person
Customer Contact Center
San José City Hall
200 E. Santa Clara St., 1st Floor
San José, CA 95113
Monday through Friday 8:00 AM to 5:00 PM, excluding holidays
Map, Driving Directions, Public Transportation
Engineering & Operations
3025 Tuers Road
San José, CA 95121
Map to our offices
By Email
Customer Service Online
Access to City services and your utility account is available online
24 hours a day, seven days a week. This web-based customer service
system allows online users to request services or report issues
of concern to the City and track their status or make changes
to the previously submitted requests or inquiries. The search
feature enables customers to enter key words to look for information
on City services or programs. The website also enables utility
customers to obtain current billing information about their account
as well as service history, such as transaction types, service
dates and charges. Additionally, customers can read FAQs, change
their online user profile, and update personal information such
as address and phone numbers.
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Sample Bill
View a sample bill in English (PDF, 842 KB), en Español (PDF, 1.2 MB) or Phiên bản Việt Ngữ (PDF, 1.2 MB).
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Bill Payment
Please note: Only Automatic Payment Service (APS) will ensure
that your payment is received and posted on the bill due date.
Please note that payments made through the other options will not
be posted to your account for at least 2 days after they are received.
This includes bills paid in person, by mail and drop box payments.
Example:
If you go online to make a payment or a Customer Service Representative
processes a credit card payment over the phone on
4/12/10, the payment will not be posted to your account until
at least 4/14/10.
You may pay your water bill using the following
options:
BY MAIL
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Send check and payment stub in the return envelope provided to:
City of San José
P.O. Box 11002
San José, CA 95103-1002
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IN PERSON
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Pay by cash, check, money order, credit card or debit card at:
San José City Hall
Customer Contact Center
200 East Santa Clara Street, 1st Floor
Monday – Friday, 8 a.m.
to 5 p.m. (excluding holidays)
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DROP BOX
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Place check and payment stub in a sealed envelope 24 hours a day at the drop box located at:
San José City Hall
Customer Contact Center
200 East Santa Clara Street,
1st Floor
6th and Santa Clara Street entrance
Never place cash in the Drop Box. For
all cash payments, see "IN PERSON" payment options above.
Payments are collected daily during regular business hours.
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ONLINE
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You may register your account to sign up for automatic recurring payments, E-Bills, and to stop the mailing of paper bills.
Have your account number ready and log on at www.sanjoseca.gov/customerservice to
sign up. For one-time online payments, go to www.sanjoseca.gov/customerservice,
and follow the link to one-time payment.
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WITH AUTOMATIC PAYMENT
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Automatic Payment Service (APS)
automatically withdraws your payment from your bank account.
To arrange for automatic payments, download, print, and complete
the APS
application form or call the Customer Contact Center
at (408) 535-3500 to request the application form be sent
to you by mail.
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BY PHONE
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Pay anytime with
credit card, debit card, or directly from your bank account using the interactive voice response system by calling (408) 535-3500. To speak with a live representative, call during business hours: Monday – Friday, 8 a.m. to 5 p.m. (excluding holidays).
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Late Payments
A late fee of $6.00 or 5%, whichever is greater, is applied when
the payment is received after the due date on the bill statement.
Payments are processed upon receipt (not post mark). Only Automatic
Payment Service (APS) will ensure that your payment is received
and posted on the bill due date. Payments made through other options
may take up to 5 days to be received. This includes bills paid
in person, by mail and drop box payments. To avoid late fees, mail
your payment at least 3 to 5 days prior to the due date. Mail may
be delayed by holidays.
Example: If you go online to make a payment
or a Customer Service Representative processes a credit card
payment over the phone on
4/12/10, the payment will not be posted to your account until
at least 4/14/10.
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Open or Close Account
Contact Customer Service in person, by phone at (408) 535-3500
or go to Customer
Service Online to open or close an account.
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