FAQs - Utility Services & Billing

Frequently Asked Questions About Chandler Utility Services, Billing and Payments

Where is the City's Customer Service Center located and what are the office hours?
Our Customer Service Center is located at 55 N. Arizona Pl., Suite 105 in downtown Chandler.  We share office space with Arizona Public Service (APS).  The building is on the southeast corner of Buffalo St. and Arizona Ave.  Parking is available on the south side of the building. Our office hours are from 8 a.m. to 5 p.m., Monday through Friday. 

How do I sign up to receive water, sewer and refuse service?
Whether you are renting, a homeowner, or commercial customer you may call our office between 8 a.m. and 5 p.m., Monday through Friday, and a representative will establish your account in a very quick and easy telephone conversation.  If a deposit is required we will bill your new account.  Please call us a minimum of one working day in advance of the time you need service with the following information:

• Name and spouse’s name, if applicable
• Address where service is requested
• Mailing address
• Move in date
• Telephone number
• Last 4 digits of Social Security number or Driver License number  

If you are a homeowner, you may also fill out the new Account Activation Request Form (PDF) and mail or fax the form to our office at (480) 782-2295.  Please make sure you allow us enough time to receive the form and process the request if you mail the form to us.

An administrative fee of $15 plus tax will be assessed to establish a utility account. 

How can I add additional refuse service or have my questions answered about  refuse service? 
Simply call the Solid Waste Division at 480-782-3510 and a representative will gladly assist you to establish additional service and answer your questions. The service can usually be provided within 3-5 days business days after your request.

How do I close my account if I am leaving the City of Chandler?
There are three ways in which you may close your account. 

• You may call our office at 480-782-2280 during normal business hours and speak to a representative,
• You may request to close your account using our online system.

You will need to provide the date you would like your account closed and the mailing address for your final bill or refund. Your request must be made in person or by phone a minimum of one working day in advance. When using our online system, please allow at least two business days to turn off your services. We do not provide services on holidays or weekends.

What payment options are available?
There are many ways to pay your City of Chandler utility bill.A-OK Voluntary Donation Program.  Use the bottom stub if you choose to participate in the donation program.  Mail your payment to:

City of Chandler
Utility Services
PO Box 2578
Chandler, AZ  85244-2578

ONLINE
The City of Chandler now offers our customers the convenience of on-line utility bill payments.

• Utility Bill Online Payments & Services 

PAY BY MAIL
Your billing statement will include a return envelope if you choose to mail a check each month. Please be sure to include your bill stub and do not send cash! 

City of Chandler
Utility Billing
PO Box 52613
Phoenix, AZ  85072-2613

In Person
You may pay by cash, check, Visa or MasterCard at our Customer Service Center, located at 55 N. Arizona Pl., Suite 105 in downtown Chandler.  This is a joint City of Chandler and APS Customer Service center, located on the first floor of the Chandler Office Center.

Drive-Up Drop Box
A drive-up drop box is located in downtown to offer Chandler residents more convenience when making their utility bill payments.  City of Chandler and APS payments can be deposited in the drop box located in the median on Commonwealth Ave., just south of the Chandler Office Center.

Surepay
Sign-up for Surepay which authorizes the City and your financial institution to handle the transaction for you through an automatic withdrawal of the amount of your utility bill from your checking or savings account.

Credit Card
To pay your bill by Visa or MasterCard, there are three options:

• In person at our Customer Service Center, located at 55 N. Arizona Pl., Suite 105 in downtown Chandler.
• Automated Payment by Telephone by calling 480 782-2280 and selecting the option to make a payment.  This service is available 24 hours a day, 7 days a week.
• Online Utility Bill Payment System available 24 hours a day, 7 days a week.

Do you offer payment assistance?
If you think you might have some trouble paying your bill, call us immediately and a representative will try to help you arrange a payment plan.  We can also give you the names of other organizations that might be able to assist you.

When is my payment due?
Your utility bill is due upon receipt and becomes delinquent 21 days after the bill is issued.  This date is shown on the center section of your bill next to the current amount due and applies only the current charges.

What is the “A-OK” program?
“A-OK” stands for Acts of Kindness, and is a voluntary tax deductible donation program.  A-OK was developed to give residents an easy way to voluntarily contribute $1 with their utility bill each month. The money raised through the program goes back into the community by helping fund local social service agencies.

How do I read my utility bill?
Your City of Chandler utility bill is itemized for easy reading. Each billed utility service is listed by service type (i.e. water, sewer, refuse,) along with the amount billed for each service. The current and previous meter readings, reading dates and gallons used are listed for your convenience. Last month’s usage and the same month last year are shown for comparison purposes. The previous balance, payments and adjustments made within the billing period, past due balance, if any, current amount due and total amount due are detailed for your information. Your utility bill has two payment stubs. Use the top stub if you are not participating in the A-OK Voluntary Donation Program. Use the bottom stub if you choose to participate in the donation program. 

My water use seems very high, what should I do?
If you suspect that your water consumption is higher than it should be or is higher than it has been in the past similar months (June this year compared to June last year) than you should perform some leak detection process.

• How to Read Your Water Meter:
  Water meters are usually located in the front yard.  Remove the meter box lid and lift the meter face cover.  You should see a dial similar to an automobile odometer.  The numbers on that dial represent the read.  Consumption is read by 1,000’s of gallons (white dials).  The black numbers on the meter hold the place of the 100’s, 10’s, and 1’s.
   
• How to Check for a Leak:
  The most usual culprit is outside sprinklers or drip systems. Next are evaporative coolers and toilets because the water inlet float sticks in the on position.  Check all of these things to insure they are in proper working order.  Remember it does not take much of a leak to run thousands of gallons over a one-month period of time. If it runs slow enough you may never see the water.  After your initial inspection of the common sources listed above, turn off all water consuming appliances inside and outside of your home.  Read your meter.  If there is any movement on the meter, water is flowing through the meter.  Locate the turn-on valve to your house.  It is usually attached to the spigot in the front yard.  Turn the valve clockwise.  Read the meter again.  If there is still movement, there is probably a leak in the yard, between the house and the meter.  If there is no movement, there is probably a leak inside the house.  This should help narrow down where the extra use may be occurring.  Once you have exhausted looking for leaks and the next month’s bill also seems high, call us at 480 782-2280. We will review your consumption history and determine if a sight visit by our investigator is in order.
   
• How to Determine Your Sprinkler System Usage?
  Begin reading your water meter twice a day. Take a reading in the morning and one at night, subtract the two reads to find your normal daily use. The next day make sure your sprinkler system is turned off and take your morning and evening readings. The difference in use from the previous day is what your sprinkler system uses when it runs. Multiplied your sprinkler system usage times the number of days the system runs each month to determine your monthly sprinkler usage.  Subtract that usage from your total billed monthly usage. What is left is your domestic use.

I received a notice warning of disconnection on my door, how can I resolve this?
If you have received a notice on your door from the City there is a past due amount owed on your account. It has been past due for a minimum of 30 days. You would have already been sent a final notice in the mail and your last bill showed a previous balance due. You need to call our office at 480 782-2280 and make a payment either over the phone by credit card, on the WEB by credit card or in the office by check, cash or credit card to avoid disconnection of service. Please do not use the payment drop box as your payment may not be posted soon enough to avoid disconnection.  There will be a charge added to your account for the courtesy door hanger warning.  

Chandler Customer Service Center
55 N. Arizona Pl.
480-782-2280
480-782-2295 FAX