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Customer Care Solutions

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On July 5, 2011, the Public Utilities Department will launch a new billing system which will enhance our ability to serve our customers. The Customer Care Solutions (CCS) system will allow customers to have more access to their account information, more and easier ways to pay their bills and let Customer Service Representatives help customers more quickly and efficiently.

The majority of customers will be seamlessly transitioned into the new CCS system. Customers who pay electronically or receive monthly bills are being contacted by email or regular mail regarding their account. Important information for these customers can be found at:

As part of this transition the PDF icon City Utility bill itself is getting an upgrade. Customers will see they have a new Account Number and that the bill is easier to read. More information can also be displayed on the bill. For instance, when a bill is prorated the new system will show customers more exactly what their charges are.

Updates to this page will occur regularly as we get closer to beginning this exciting new era in customer service.

I-Pay (electronic bill payment) Customers

The City of San Diego will launch a new online billing and payment system on July 5, 2011. The new Customer Care Solutions portal will replace the existing I-Pay online billing and payment system. All I-Pay system users will have one-time impacts associated with the transition to this new system.

The current I-Pay system will be deactivated on June 24, 2011, before the new Customer Care Center portal is available. One-time/recurring payments scheduled for processing on or after June 24, 2011 in the existing I-Pay system will not be processed. The new Customer Care Solutions portal will be launched and available for customers to register, receive bills and schedule future one-time and recurring payments on July 5, 2011.

What do you need to know or do during this transition?

  • Write-down and save your current /water/sewer utility account number.
  • Print/save information from the I-Pay system you may need in the future.

Between June 24, 2011 and July 5, 2011:

  • If your payment is due during this time period, you may:
    • Pay the bill using a different payment channel (using your bank’s online bill payment site, mail or in-person).
    • Wait until July 5, then register in the new Customer Care Solutions portal and pay your bill.
  • If your bill will be due after June 23, 2011, you will be sent a paper bill via U.S. Mail.
  • You will continue to receive a paper bill until you re-enroll in the new system.

On July 5, 2011:

  • You will receive a welcome email with instructions to register and begin using the new system.
  • In order to begin using the new system you must:
    • Register in the new system
    • Set-up electronic billing and discontinue paper bills
    • Schedule one-time and recurring payment of current balance and future amounts

The new Customer Care Solutions portal will provide real-time account information and an improved overall customer experience. We will be sending you more information and updates as we get closer to the launch of this new and exciting system.

Communications emailed to I-Pay Customer:

Customers with Monthly Bills

As part of the transition to CCS, customers who receive bills monthly WILL NOT BE RECEIVING THEIR NORMAL BILL IN JUNE. The meter will be read on the normal schedule but the associated bill will not be generated and sent until the new billing system is operational. The bill you receive in June will be mailed out shortly after July 5, 2011. Then, you will receive a bill later in July on your normal schedule.

The Public Utilities Department appreciates your cooperation during this important transition and apologizes for any inconvenience. If you have any questions, please contact the Public Utilities Department at (619) 515-3500.


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