Customer FAQs
We have partnered with Minol Inc. to handle all water billing, customer service and payment remittance. Minol is an experienced water billing management company with over 60 years of experience.
All history from your old water account is now a part of your new Minol water account. Any deposits paid, recent payments and accounting history are included in your new account.
Water billing stopped temporarily when the previous billing contractor went out of business in November 2019. We have continued reading your water meter monthly. Enclosed is your new bill, which includes all previously unbilled charge. Future billings will return to a monthly bill cycle.
Customer bills will be larger because of the extended billing period during this transition. No late penalties or disconnections will occur if the bill is paid in full by May 31, 2020. If you are concerned about paying off your previous balance by this deadline, please contact customer service to set up a payment plan.
There are several ways to pay your water bill:
  • Online: Go to menloparkca.myutilitydirect.com
  • Phone: Call 844-463-6567 (844-4-MENLOP)
  • Mail: City of Menlo Park, PO BOX 845629, Los Angeles CA, 90084-5629
    Include your payment method and payment coupon and return in the supplied return envelope.
  • In-Person: Visit City Hall (701 Laurel St.) during business hours.
    Please bring your water bill with you. Note that City Hall is closed every other Friday. View the City calendar at menlopark.org.
In order to pay your bill automatically through your bank you will need to enroll with Minol. Previous automatic payment agreements are no longer valid and payments will not be deducted from your banking account.
Yes, in order to receive electronic notification altering you to new statements, you will need to enroll online at menloparkca.myutilitydirect.com.
If you previously scheduled payments to be made on your behalf through your bank, credit union or other provider then you must cancel that bill payee. You will need to add a new bill payee as - The City of Menlo Park. Be sure to use your new 14-digit customer account number and verify the remittance address and zip code. Payments mailed to an old PO BOX are likely to be returned in the mail. Payments using an old account could experience a delay in posting to the proper account.
You can visit menloparkca.myutilitydirect.com and register for online access to your account. To register your account you will need to know your 14-digit account number as well as either the registration code found on your statement or the numerical portion of your street address.
Contact our Customer Service Center at 1-844-463-6567 (888-4-MENLOP). Live agents are available Monday – Friday from 7:30 AM to 5:30 PM. Automated account information is available at any hour using the number above.
Rachio Smart Sprinkler Controller rebate - The Rachio 3 Smart Sprinkler Controller allows users to save 20 percent or more on their outdoor water use. The controller helps you check and manage watering from anywhere with your smartphone. You can also create tailored schedules and make automatic weather adjustments. Residential customers can receive an instant rebate of $100 plus tax when purchasing a Rachio controller: https://bawsca.rachio.com/

Lawn Be Gone rebate program - Menlo Park Municipal Water is offering a rebate of up to $2 per square foot to customers opting to convert their water-intensive lawn into a water-efficient landscape. A minimum of 200 square feet of lawn must be converted. For more information, visit the BAWSCA http://bayareaconservation.org/rebates/lawn website or call 650-330-6750.

Landscape analysis program – a landscape analysis is offered to commercial and multifamily customers. An irrigation expert will evaluate your site and provide you with a personalized report on how you can improve water efficiency or save on water costs. Please call 650-330-6750 to schedule an audit.

Visit us online, for more information on the City’s water conservation programs https://www.menlopark.org/358/Conservation-rebates-and-incentives
If you think you may have a leak and want to learn more about some troubleshooting tips, then please visit the Municipal Water Detect a water leak page by clicking here.

Privacy Policy - City of Menlo Park


This website (“Site”) is owned by Minol, Inc. We know that many visitors to our Site are concerned about the information they provide us and how we use that information. We respect your privacy and are committed to protecting it through our compliance with this policy. If you have any questions about our Privacy Policy, you can e-mail us at menloparkca@myUtilityDirect.com or write to:


MINOL, INC

Attn: Legal Affairs

15280 Addison Road, Suite 100

Addison, TX 75001


Privacy Policy


At our Site, we do not collect personally identifiable information from individuals unless such individuals provide it to us voluntarily and knowingly. If you opt to provide personal information through this Site, Minol uses the information you supply for the purpose of providing the service you have requested. We do not share any information you give us with anyone outside of Minol, its subsidiaries, affiliates, vendors, subcontractors or service providers serving your property. We do not use your e-mail address for any purpose other than the purpose for which your email address is provided.


  1. Types of Information Collected and Used by Minol


    1. Traffic Data Collected. We automatically track and collect the following information when you visit our Site: (i) IP address, (ii) domain server, (iii) type of computer and (iv) type of web browser (collectively "Traffic Data"). Traffic Data is anonymous information that does not personally identify you but is helpful for marketing purposes or for improving your experience on the Site. In addition, similar to many companies, we use "Cookie(s)"technology on our Site. Cookies are small text files a website can use to recognize repeat users, facilitate the user's ongoing access to and use of the Site and allow a Site to track usage behavior and compile aggregate data that will allow content improvements. Cookies are not programs that come onto a user's system and damage files. Cookies do not obtain any personal information about you, provide us with any way to contact you, or extract any information from your computer. Cookies allow us to customize content specific to your interests to ensure that you do not see the same advertisement repeatedly and to store your password so you do not have to re-enter it each time you visit the Site.


    2. Personal Information Collected. In order for you to access certain services that we offer via the Site, we require you to provide us with information that personally identifies you ("Personal Information"). Personal Information may include, but is not limited to: (i) Contact Data (i.e., your name, mailing and e-mail addresses, etc.), (ii) Financial Data (i.e., your account number, credit or banking information, etc.) and (iii) records or copies of transactions completed by you and correspondence sent by you on our Site or via email. If you communicate with us by e-mail, or otherwise complete online forms and/or requests, any information provided in such communication may be collected as Personal Information. We may use Personal Information to send you information about our company or our products or services, to contact you when necessary, or to provide you the services requested by you. In addition, the municipality in which you are provided services may provide us with Personal Information.


    3. Additional Use by Minol. In addition to the uses listed hereinabove, we may use information that we collect about you or that you provide to us, including Personal Information, as follows: (i) to provide you with information, products, or services, that you request from us, (ii) to fulfill any other purpose for which you provide it, (iii) to carry out our obligations and enforce our rights arising from any agreements entered into between you and us (and/or the municipality), including for billing and collection and (iv) in any other way we may describe when you provide the information.


  2. Confidentiality and Security of Personal Information.


    1. Except as otherwise provided in this Privacy Policy, we will keep your Personal Information private and will not share it with anyone outside of Minol, its subsidiaries,affiliates, vendors, subcontractors, service providers and the municipality that provides your services, unless such disclosure is necessary to: (i) comply with a court order, law, or any other legal process, (ii) protect our rights or property, or (iii) enforce the terms of our Privacy Policy. We have implemented measures designed to secure your Personal Information from accidental loss and from unauthorized access, use, alteration and disclosure. Your Personal Information is stored on secure servers thatare not accessible by third parties that are not mentioned hereinabove. We provide you with the capability to transmit your Personal Information via secured and encrypted channels if you use a similarly equipped web browser. It is also important to note that any vendors, subcontractors, or service providers that we use to support our business are bound by contractual obligations to keep Personal Information (as defined below) confidential and use it only for the purposes for which we disclose it to them.


    2. Our Privacy Policy does not apply to information collected by: (i) us offline or through any other means, including on any other website operated by Minol or any third party, including subsidiaries, affiliates, vendors, subcontractors, service providers and the municipality serving your account, or (ii) any third party, including subsidiaries, affiliates, vendors, subcontractors, service providers and the municipality serving your account, through such party’s application or content that may link to or be accessible from or on our Site. Unfortunately, the transmission of information via the internet is not completely secure. Although we do our best to protect your Personal Information, we cannot guarantee the security of your Personal Information transmitted to our Site. Any transmission of Personal Information is at your own risk. We are not responsible for circumvention of any privacy settings or security measures contained on the Site.


  3. User Choice Regarding Collection, Use and Distribution of Personal Information


    You may choose not to provide us with any Personal Information through the Site. In such an event, you can still access and use much of the Site; however, you will not be able to access and use those portions of the Site that require your Personal Information. For example, you will not be able to view your account information on the Site, submit payments on your account or enroll in electronic statements. If you do not wish to receive information and promotional material from us, you may select the appropriate "opt-out" option each time we ask you for Personal Information.


  4. User Ability to Access, Update and Correct Personal Information


    In order to ensure that all of your Personal Information is correct and up-to-date, at any time you may call our information hotline at 844-463-6567 and: (a) review and update your Personal

    Information that we have already collected, or (b) choose whether or not you wish us to send you information about our company.


  5. Lost or Stolen Information


    You must promptly notify us if your username or password is lost, stolen or used without permission. In such an event, we will cancel that username or password and update our records accordingly.


  6. Other Limits to Your Privacy


    The Site may contain links to other websites. We are not responsible for the privacy practices, security or the content of such websites. You understand and agree that access to such websites is “AT YOUR OWN RISK.” If you have any questions or concerns regarding the use of information on these other websites, you should contact the applicable provider of such website directly.


  7. Updates and Changes to Privacy Policy


    We reserve the right, at any time and without notice, to add to, change, update or modify this Privacy Policy, simply by posting such change, update or modification on the Site. Any such change, update or modification will be effective immediately upon posting on the Site.


  8. Password Information


    Your customer account is password-protected for your privacy and security. In certain areas, such as payment transactions, we use industry-standard SSL-encryption to protect data transmissions and modify the Personal Information to make it unreadable or undecipherable. The safety and security of your information also depends on you. Where we have given you, or where you have chosen, a password for access to certain parts of our Site, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.


  9. Accessing and Correcting Your Information

    You can review and change your Personal Information by logging into the Site and visiting your account profile page. You may also send us an e-mail at menloparkca@myUtilityDirect.com to request access to, correct or delete any personal information that you have provided to us. We cannot delete your Personal Information except by also deleting your user account. We may not accommodate a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

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