Questions & Assistance

Have a question? Need some help? We have someone available 24 hours a day, seven days a week to answer questions, provide information and help resolve concerns. If you need to get in touch with the City and don’t know who to call, dial the Contact Center at (408) 535-3500 and our friendly staff will be glad to assist you!

You can also contact us by fax at (408) 292-6731 or by email.

To better assist you online, visit our City Services A-Z and Online Services. There are also frequently asked questions that can help you find the City services you are seeking.

San José Municipal Water System Customers

• To pay your bill online, or sign up for automatic or recurring payments, use E-Bill Express. By following this link, you will leave the City of San José website. Have your account number and amount ready.
• To pay your bill by phone 24 hours a day, call (866) 551-5253.
• The ability to view your bills online will be available soon.
• Water Service Policies and Procedures
• Forms

Recycling & Garbage

Single-Family Residential Customers:

• The City of San José has changed the billing method for single-family residential garbage services. Charges are now placed on the Santa Clara County Secured Property Tax bill. The billing cycle covered will be the same as the property tax bill: July 1 - June 30.
• Contact your collection company for all recycling and garbage service requests.

Apartments and condominiums with communal garbage service and mobile home parks:

• To pay your bill online, or sign up for automatic or recurring payments, use E-Bill Express. By following this link, you will leave the City of San José website. Have your account number and amount ready.
• To pay your bill by phone 24 hours a day, call (866) 551-5253.
• The ability to view your bills online will be available soon.
• Contact your property manager for all recycling and garbage service requests.

San José 311 - Your new way to request City Services

Report potholes, graffiti, illegal dumping, abandoned vehicles and more online at San José 311.

Customer Service Vision and Standards

Standards are guidelines for City employees to deliver customer service and achieve the vision. 

Working together to serve our community through reliable, empathetic, and solutions-oriented customer service.

Standards

1. Deliver customer service with a focus on solutions.
2. Support a consistent and accessible experience for all customers. 
3. Work as one team to facilitate a seamless customer experience.
4. Enable customers to easily navigate the City on their first try.
5. Set expectations for next steps at point of contact and communicate along the journey.
6. Treat every customer like their problem matters and we are on the same team to solve it. 
7. Continually improve our customer service through our people, processes, and technologies.