The City of Roseville makes it easy to start, stop, or transfer your electric, water, wastewater and garbage services. You can submit a request up to 60 days in advance. Requests will be completed Monday- Friday (excluding holidays) between 8:00 am-5:00 pm.
All utility service requests can be handled by our Customer Care team at (916) 774-5300 or toll-free (800) 767-3142, Monday – Friday 8:00 am – 5:00 pm. Please allow at least two business days for your request to be processed.
- Electric - When stopping your service, please be aware power can be turned off as early as 8:00 am on the day you request. In most cases customers are not required to be at the property for requests to be completed. To earn more about your Electric service, please visit Roseville.ca.us/electric.
- Water - Any issues with your water service, including water leaks, water pressure, interruptions, water quality concerns or after-hour emergencies, can be addressed by calling (916) 774-5750. For water efficiency information, please call (916) 774-5761. To learn more about your water, please visit Roseville.ca.us/water.
- Wastewater - If you are experiencing sewer backup issues, please contact our wastewater collections staff at (916) 774-5750. To learn more about your wastewater service, please visit Roseville.ca.us/sewer.
- Garbage - If you need to request a change in your garbage service or you want to report a missed pick up, please call (916) 774-5780. To learn more about your garbage and recycling service, please visit Roseville.ca.us/trash.
Utility deposits may be required at each service location and can typically be divided into installments on your monthly utility bill. New residential customers may request to have a utility credit inquiry completed in an effort to waive the deposit requirements.
For existing customers, deposits are based on your payment history and activity on their utility account. You may contact Customer Care at (916) 774-5300 or toll-free (800) 767-3142 for the deposit amount and options available to possibly waive the deposit. Please have the service address that you are inquiring about available, as the deposit may be unique to each service location.Residential same day service requests require a forty dollar ($40.00) charge for same day service during business hours, and an eighty-five dollar ($85.00) charge for same day service outside of regular business hours (Monday- Friday 8:00 am- 5:00 pm).
This service is available Monday – Friday from 5:00 pm – 8:00 pm and is subject to availability. Please be advised, our offices are closed on weekends and holidays, so no service requests are processed during those days.
The following information may be required to process your request:
- Service address(s)
- Service request date
- Name
- Social security number
- Driver’s license or state ID number
- Current employer
- Phone number
Utility service rates are available via the links below:
To establish, cancel, or transfer your utility services, please contact our Customer Care office at (916) 774-5300.
Please have the following information available when you call:
- Service address(s)
- Date service request is needed (please provide at least two business days notice)
- Customer name
- Social security number
- Drivers license or state ID card
- Current employer
- Phone number
- Mailing address (if different from property address)
User and Regulatory Fees
City of Roseville’s commitment to your privacy
To make sure your personal information is secure, we communicate our privacy and security guidelines to City of Roseville employees and strictly enforce privacy safeguards within our organization.
"Personal information" is any record that identifies an individual. Examples of personal information include name, address, phone number(s), social security numbers, birth dates, billing, credit, and utility data that is specific to you.
The City of Roseville will not release information that is proprietary or private to third parties without your written consent. Roseville will share information to vendors that is reasonably required to meet business needs. Such vendors are held accountable to the same standards regarding customer information and done so through non-disclosure agreements to further protect customer privacy. Examples include:
- To provide or bill for utilities.
- To maintain or operate City of Roseville's electric system or grid.
- To plan, implement or evaluate utility-related programs, such as energy, solid waste, and water management, demand response, or energy and water efficiency.
- To comply with a law, regulation, legal process or governmental request, such as a request from law enforcement, or a government agency when necessary for the performance of official duties, or a court order.
What personal information we collect
Examples of customer information we collect to facilitate our business relationship with you and your uses of our utility services include:
- Your name, address, telephone number, City of Roseville account number and email address for communication purposes.
- Payment data, credit history, Social Security number and related information regarding your financial relationship with us.
- Usage data gathered by our metering team and systems.
- Information gathered when you participate in one of our programs, such as our Home Energy Report or rebate programs.
When we collect personal information
We gather personal information at different times, including:
- When your account is set up.
When you interact with your account through the website or our customer service representatives.
- When you participate in our programs.
- When you use electricity or water in your home or business.
- When you choose to engage with us through our site (view our policies)
- When we interact with third parties such as credit agencies.
How we use personal information
We use personal information to administer your account and inform you about your utility usage and to manage and improve our services. Examples include:
- To prepare your customer billing statement.
- To enable you to see your utility usage data on our website.
- To provide services or to complete your transactions or requests.
- To administer sweepstakes, contests, or similar promotions in which you've entered your name.
When using our website, should you ever be transferred to a third-party operator, please be advised that these third parties will keep your information confidential and use it only to help us serve you.
How we protect personal information
The City of Roseville takes administrative, technical and physical precautions to safeguard your personal information against loss, theft, and misuse, unauthorized access, disclosure, alteration, and destruction.
We employ Secure Sockets Layer (SSL) encryption on all of our web pages where personal information is collected. This protects the confidentiality of your personal information as it is being transmitted to the City of Roseville.
Please remember, when you post on a social networking site, the personal information you share is visible to other users and can be read, collected, or used by them. For example, if you provide your name and email address on a social networking service, that information becomes public. Please take care when using these features. You are responsible for the personal information you choose to share.
Access, integrity and retention of personal information
The City of Roseville makes it easy for you to keep your personal information accurate, complete, and up to date. Just log into your account on our site and update it.
For other personal information, we make good faith efforts to give you access so you can ask us to correct the data if it is inaccurate or to delete the data if the City of Roseville is not required by law or for legitimate business purposes to keep it. We may decline to process requests that are unreasonably repetitive, require disproportionate technical effort, jeopardize the privacy of others, are extremely impractical, or for which access is not otherwise required by law.
You can request access, correction, or deletion by contacting our office at (916) 774-5300 or (800) 767-3142.
We'll keep your personal information for the time necessary to fulfill the purposes we've outlined in "How we collect and use customers' personal information" of this Privacy Policy, unless a longer retention period is required or permitted by law.
How we collect and use customers' non-personal information
The City of Roseville may integrate your utility data with other customers in a way that it cannot be identified with you. This kind of aggregated data is not subject to privacy restrictions. The information is used to manage, provide, and improve our services and business operations. We may use this kind of data to:
- Analyze rates and rate structures.
- Project usage demand patterns.
- Improve supply planning and to better design and engineer our distribution systems.
Additional non-personal information may be collected in a way that does not identify specific individuals. We may use, transfer, and disclose this information for many purposes. Examples of how this information may be used include:
Gathering information regarding customer activities on our website. This information is used to learn what features our customers find most useful and are most interested in.
If non-personal information is combined with personal information, the information is protected in the same way all personal information is protected for as long as it is combined.
Cookies and other technologies
The City of Roseville’s site, online services, interactive applications, email messages, and advertisements may use "cookies" and other technologies such as pixel tags and web beacons. These technologies help us better understand user behavior, tell us which parts of our site people visit most often, and measure the effectiveness of advertisements and web searches. We treat information collected by cookies and other technologies as non-personal information.
However, when Internet Protocol (IP) addresses or similar identifiers are considered personal information by local law, we protect these identifiers as private and personal. As is true of most sites, we gather some information automatically and store it in log files. This information includes IP addresses, browser type and language, Internet Service Provider (ISP), referring and exit pages, operating system, date/time stamp, and "clickstream" statistics. We use this information to understand and analyze trends, to administer the site, to learn about customer behavior on our site, and to gather aggregate demographic information about those who use our site. We may use this information in our marketing and advertising services.
In some of our email messages, we use a "click-through URL" linked to content on our site. When customers click one of these URLs, they pass through a separate web server before arriving at the destination page on our site. We track this click-through data to help us determine interest in particular topics and measure the effectiveness of our customer communications. If you prefer not to be tracked in this way, just don't click text or graphic links in the email messages.
Pixel tags enable us to send email messages in a format customers can read, and they tell us whether mail has been opened. We may use this information to reduce or eliminate messages sent to customers.
Google analytics
Google cookies may be used to collect information about the use of our site and services and to provide that information to Google Analytics. This cookie tracks site usage information such as how often users visit our site, what pages they visit, and what other sites they visited prior to coming to our site (similar to the cookies described above). The City of Roseville uses the information we get from Google Analytics only to improve The City of Roseville's web-based service offerings. Google Analytics collects your device's IP address, rather than your name or other identifying information, and the City of Roseville does not combine the information collected through the use of Google Analytics with any other information you may have provided to us. Learn more about how the City of Roseville and Google use this information at http://www.google.com/policies/privacy/partners/. Although it may result in a less desirable experience, you can prevent Google Analytics from recognizing you on subsequent visits to our site by disabling cookies in your browser.
Google Personalized Advertising
Personalized advertising or marketing campaigns may be used to show ads to users who have visited the City of Roseville’s site. These ads or campaigns provide the City of Roseville online user data to target users with more relevant advertising content that can provide an improved experience for users and advertisers alike. The City of Roseville does not run ads or campaigns that collect or contain personally identifiable information (PII), and does not use sensitive interest categories to target ads to users or to promote advertisers’ products or services. Learn more about personal advertising and how the City of Roseville and Google use and collect user information here.
Disclosing information to third parties
The City of Roseville may make some personal information available to strategic partners that work with the City of Roseville to provide services. Personal information will be shared only to provide or improve services and advertising; it will not be shared with third parties for their marketing purposes.
Service providers
The City of Roseville shares personal information with companies that provide services, such as information processing, credit reporting, managing and enhancing customer data, customer service, assessing interest in our services, and conducting customer research or satisfaction surveys. These companies are obligated by contract with the City of Roseville to protect your information.
When disclosing information is necessary
In instances where it is necessary by law, legal process, litigation, or requests from public and governmental authorities, the City of Roseville may disclose your personal information. We may also disclose information about you if we determine that for purposes of national security, law enforcement, or other issues of public importance, disclosure is necessary or appropriate.
We may also disclose information about you if we see that disclosure is reasonably necessary to enforce our terms and conditions or to protect our operations or users.
Third-party sites and services
While browsing our site, you may encounter hypertext links to other websites. These third-party websites may send their own cookies to you, log your IP address, and otherwise collect data or solicit personal information. The City of Roseville does not control and is not responsible for what third parties do for their websites, or how they handle your personal information. Please be cautious and consult the privacy policies posted on each third-party website for further information.
Questions?
If you have any questions or concerns about the City of Roseville's Privacy Policy or data processing, please contact us at 916-774-5300.