Contacting You During a Power Outage

Published on February 13, 2024

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Through the City of Palo Alto Utilities (CPAU) new Outage Management System, we can now provide customers with information about power outages through text alerts.

View the online power outage map and read Frequently Asked Questions (FAQs) about outage text alerts at cityofpaloalto.org/outages.

Ensure we have your mobile phone number on file to communicate with you during a power outage!

 

Log into your MyCPAU account, email UtilitiesCustomerService@paloalto.gov, or call (650) 329-2161 for a Customer Service Representative to help you update your contact information.

Automatic Outage Notifications for Customers 

To keep customers up to date during an outage event, we have opted-in all mobile numbers on file in our utilities account records. If you do not wish to subscribe, you can reply STOP or QUIT when you receive an outage text. If we have your current mobile phone number on file, we will attempt to let you know when your power is out through a text message. 

You can also view the online power outage map for updates at cityofpaloalto.org/outages

Features of the New OMS

  • Reduced outage durations for power outages
  • Outage predictions & fault location
  • Faster response time
  • Web outage viewer
  • Customer account log in for updates
  • Customer notifications via email and text 
  • Hosted Integrated Voice Response (IVR)
  • Phone capacity rollover, no busy signals
  • Streamlined field communications
  • Mobile tools for working outages in the field
  • Efficiently dispatch resources to where they are needed most
  • Provide situational awareness to employees and customers
  • Can be used for planned outages
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