Customer Service provides outstanding customer service by providing one single point of contact for customers to reach the SFPUC by various means, (telephone, internet, fax, mail and office visit) and for these contacts to be handled efficiently by professional and knowledgeable Customer Service Representatives who are responsible and accountable for each customer contact from initial encounter through resolution. This group also provides timely and accurate billing, collection, and account maintenance records, promotes conservation programs and provide access to inspection and testing programs, and promotes diversity and the health, safety, and professional development of its employees. Customer Service maintains over 169,000 utility service accounts, and on an annual average, collects approximately $260 million in water/sewer charges, responds to 170,000 customer inquiries, and reads over one million meters.
To achieve the above mission as well as to meet its responsibilities, the Customer Service utilizes a $9.4 million annual budget and employs 106 people in the following sections: Operation Sections, Customer Account, Customer Service, Field Service, and conservation.
Customer Service is committed to continuously improving service levels to its customers by investing in its employees’ training and development, optimizing its business processes for efficiency and effectiveness, and utilizing new and innovative technology.
Operating Sections
Customer Service is comprised of four operating sections. While each section has its own unique functions, in most cases, they are also dependent on one or more of the other sections in order to effectively fulfill their role.
Customer Accounts
Responsible for the billing and collection of water and sewer charges. They also are responsible for billing and collection of the retail electric service.
Customer Service 
Responsible for the administration of customer accounts including: opening and closing accounts, high bill allowances, sewer service charge appeals, and the installation of new services.
Field Services
Responsible for meter reading and field services (such as high bill inspections due to leaks or for sewer service charge appeals), meter changes, field processing and collection for delinquent bills, and other various field-related work.
Conservation
Responsible for high-efficiency toilet and washer rebate programs, irrigation water budgets, outreach to customers about water conservation, and the administration of other water conservation "best management practices" program.
Emergency | ||||
| TITLE | PHONE | FAX | ||
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Water Emergencies
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Off-Hours & Holidays
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(415) 550-4911
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Water Emergencies
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Mon-Fri, 8 AM-5 PM
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(415) 551-3099
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General Contacts | ||||
| TITLE | PHONE | FAX | ||
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Customer Services
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Open/Close Accounts/Billing Info
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(415) 551-3000
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Departmental Contacts | ||||
NAME 
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TITLE | PHONE | FAX | |
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Customer Accounts Section
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(415) 551-4750
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(415) 551-4755
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Field Service Section
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(415) 550-4981
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(415) 206-0259
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Hearing Speech Impaired
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(415) 551-3052
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(415) 551-3050
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Accounts, Billing & Service
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(415) 551-3000
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Water Emergencies
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(415) 551-3099
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Director
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(415) 551-4702
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