Pasadena Water and Power Customer Service Portal will be offline, call center will be closed Thursday through Monday – Pasadena Now

Members of the public will be unable to use the Pasadena Water and Power (PWP) Client Portal from March 31 through April 4 as the agency will be making system updates in preparation for the launch of its new Client Portal which will offer more robustness, autonomy -customer service options.

During the planned outage, all utility-related services will be unavailable, including utility payments, new service connections, service disconnections, account requests and payment terms, according to a PWP announcement posted in the newsletter from the city manager’s office of March 24.

The PWP customer service call center will also be closed and agents will not be available to answer phone calls.

According to PWP, while the system is being upgraded, payments will not be accepted online, over the phone through PWP’s customer service call center, or in person at City Hall’s Municipal Services Payment Center.

But accounts will not be disconnected for non-payment nor will late fees be charged during this time, PWP said.

Customers will not be able to claim PWP’s residential water, energy and electric vehicle discounts.

The PWP is set to launch the new platform that will replace the aging Customer Information System (CIS) on Monday April 4th.

According to PWP, the new CIS “will provide much-needed upgrades to increase PWP’s system agility, provide better financial control, support future business initiatives, and improve customer experience.”

Using the new portal, customers will be able to register for online services, enroll in paperless billing, view past usage data and receive notifications when eStatements are available.

Business customers will also be able to link multiple accounts for easier account management.

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