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Customer Service
City
of San José Customer Service |
By Phone
Customer Contact Center (408) 535-3500
Monday through Friday 8 a.m.to 5 p.m.
City of San José Phone Directory
In Person
Customer Service Center
San José City Hall
200 E. Santa Clara St., 1st Floor
San José, CA 95113
Monday through Friday 8 a.m.to 5 p.m.
Map, Driving Directions, Public Transportation
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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Contact Customer Service in person, by phone at (408)
535-3500 or go to Customer
Service Online to:
- Change user profile
- Open or close account
- Update personal information
- View account history
- View account information
- Request services, report a problem or search for information
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Automatic Payment Service
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Automatic Payment Service (APS) is available to both residential and commercial
customers who have either Recycle Plus, San Jose Municipal Water System, or
both utility services. Pay your San José utility bills automatically
with APS.
Sign Up Form for Automatic Payment
Service (PDF, 273 KB)
Cancellation
Form for Automatic Payment Service (PDF, 336 KB)
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You may pay your garbage bill using the following options:
BY MAIL |
Send check and payment stub in the return envelope provided to:
City of San José
P.O. Box 11002
San José, CA 95103-1002 |
IN PERSON |
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) |
DROP BOX |
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. |
ONLINE |
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. |
WITH AUTOMATIC PAYMENT |
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. |
BY PHONE |
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). |
View a sample bill in English (PDF, 842 KB), en Espaņol (PDF, 1.2 MB) or Phiên bản Việt Ngữ (PDF, 1.2 MB).
Residents can make a voluntary contribution
to support health, education and senior services in San José by rounding
up the payment on their garbage or Municipal Water utility bill.
For
ongoing
contributions,
please
complete the donation
authorization form. Donations
are tax-deductible.
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Carts (Order, Replace, Change Size) |
Contact Customer Service in person, by phone at (408)
535-3500 or go to Customer
Service Online to:
- Order a new cart
- Repair or replace a broken, damaged or stolen cart
- Change the size of your cart
Garbage carts are available in 20-, 32-, 64-, and 96-gallon sizes. Your monthly garbage rate is based on the size of your garbage cart.
If occasionally you have extra garbage, place it on the curb near the garbage
cart in a 32-gallon plastic garbage bag labeled with an extra garbage sticker.
You may buy extra garbage stickers at all San José libraries and Safeway
stores in San José.
If you frequently have more garbage than fits into your garbage cart, call Customer Service at (408) 535-3500 to order a larger garbage cart.
There is no additional fee for your recycling cart- it is included as part of your garbage collection service. Recycling carts are available in 32-, 64-, and 96-gallon sizes. If the capacity of your recycling cart is often a problem, you may wish to order a larger size. If you don't fill your recycling cart, you can wait until the next collection day to place it at the curb. Remember, your fee for garbage service is based on the size of your garbage cart. Whatever size recycling cart you choose does not affect your monthly garbage service fee.
If you currently have loose in the street yard trimmings collection and would
prefer to place your yard trimmings in a cart, the cost of yard trimmings cart
service is $4.00 more per month (regardless of cart size). Yard trimmings carts
are available in 32-, 64-, and 96-gallon sizes.
Carts are delivered within the next two collection cycles. If you are exchanging
your cart, leave it at the curb until 6 p.m. on your collection day.
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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). Payments may
take up to 5 days to be received, to avoid late fees mail your
payment
at least 3 to 5 days prior to the due date. Mail may be delayed
by holidays.
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Collection times are 6 a.m. to 6 p.m. on your collection day.
If your garbage, recycling or yard trimmings aren’t picked
up by 6 p.m., contact your hauler directly. If you don’t
know who your hauler is, check the service
area map. You may also
call the Customer Contact Center at (408) 535-3500. Have your account
number ready and follow phone prompts to be transferred directly
to your hauler.
If you put your garbage and recycling out on the wrong day or after
collection has occurred, put your carts out on your next collection
day one week later. Put any extra garbage in a 32-gallon plastic
garbage bag (with an "Extra Garbage" sticker attached)
and place it on the curb near the garbage cart. You may buy Extra
Garbage stickers at all San José libraries and
Safeway grocery stores in San José. Extra recyclables should
be put in brown paper bags and placed on the curb next to your recycling
cart for collection.
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Contact Customer Service in person, by phone at (408)
535-3500 to open or close an account.
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Order Collection Schedule Magnet |
Each year, the City of San José mails a refrigerator magnet
to residents with a calendar showing garbage and recycling collection
and street sweeping days. To request a magnet, or to find out your
collection days, contact Customer Service
in person or by phone at (408) 535-3500.
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The free City of San José Recycling Guide includes a poster of what's recyclable, proper setout instructions, complete details of program services, and important phone numbers. Available in English, Spanish and Vietnamese, you may place an order online or call Customer Service at (408) 535-3500 to request a copy to be mailed to you.
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Services for Apartments
& Condos
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Residents of apartments & condos should contact property managers about the
following:
- Large item collection appointments for items such as sofas, mattresses,
televisions and computers
- Illegal dumping on premises
- Missed collection
- Overflowing dumpsters, bins and carts
- Broken dumpsters, bins and carts
- Graffiti
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