Changes to Your Utility Bill Format

Published on December 18, 2025

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There will be some minor modifications to the format of utility bills beginning in January 2026. The primary change is in the paper size of the utility bill and bill envelope. The key information customers are used to seeing on their bills will remain the same.

There is no change to the billing process, payment options, or billing schedule, and no action is required from the customer.

What is changing

  • The utility bill paper size will change from 7.0” x 11” to 8.5” x 11”.
  • The bill envelope customers receive will now be a standard-sized #10 envelope, 4 1/8" x 9 1/2", with clear windows for recipient and return addresses.
  • The bill remittance envelope is slightly larger and has a clear address window for returning to the City of Palo Alto Utilities.
  • The bill remittance stub will have a slightly updated look. Any credit balance or Autopay message will now appear below the “Amount enclosed” area on the stub.
  • Usage graphs are now in-line with the associated usage breakdown so the customers can view them side by side.
  • Bill inserts will be resized to 8.5 x 11 inches and will be printed “in-line” with the utility bills. Bill inserts will also be available online with the utility bill in the MyCPAU account management system.

What is staying the same

  • The overall look and feel of customer's bill remain largely unchanged.
  • The City’s mailing address and PO Box for returning bill payments will stay the same.

What is the reason for the change

The City of Palo Alto Utilities has contracted with a new vendor for printing and mailing utility bills to reduce costs and improve the efficiency of our utility billing processes. These updates are also designed to make your bill easier to read while improving print and online consistency.

Log in to MyCPAU at mycpau.cityofpaloalto.org to view details of your utility account and make payments. Please do not hesitate to contact Utilities Customer Service at (650) 329-2161 or UtilitiesCustomerService@paloalto.gov with any questions or for assistance with your account.

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