San Francisco Public Utilities Commission Community Assistance Program

Quick Facts

• Comprehensive assistance: The SFPUC Community Assistance Program (CAP) and its SuperCAP extension discount water, wastewater, and Hetch Hetchy Power bills for low-income residents and nonprofit service providers.
• Stacked benefits: CAP customers can also access the Emergency Customer Assistance Program (ECAP) for one-time grants up to $500 and the Sewer Service Charge Exemption for charitable organizations.
• City commitment: Funding comes from SFPUC ratepayer assistance allocations, ensuring support even when state or federal aid is uncertain.
• Equity focus: CAP aligns with San Francisco’s Equity Strategy, prioritizing outreach to communities of color, seniors, people with disabilities, and residents in public or affordable housing.
• Longevity: Discounts remain active for two years at a time and can be renewed indefinitely with updated documentation.

Program Overview

The San Francisco Public Utilities Commission delivers water from the Hetch Hetchy system, treats wastewater, and supplies renewable electricity to selected neighborhoods. Given high living costs in the Bay Area, SFPUC created CAP to ensure essential utilities remain affordable for vulnerable residents. CAP discounts apply directly to monthly bills, while SuperCAP offers deeper reductions for households that also receive in-home supportive services or are fully dependent on electricity for medical equipment.

Customers can enroll individually or through partner agencies such as Catholic Charities, Self-Help for the Elderly, or the Chinatown Community Development Center. SFPUC provides multilingual outreach and mobile enrollment events in public housing, senior centers, and neighborhood resource fairs.

Eligibility Criteria

• Income-based: Household income must be at or below 200% of the Federal Poverty Guidelines (e.g., $30,120 for one person, $40,880 for two, $51,640 for three, $62,400 for four). SFPUC considers all residents living in the household, including roommates and extended family.
• Program participation: Automatic qualification if a household member receives Medi-Cal, CalFresh, WIC, CalWORKs, LIHEAP, or Supplemental Security Income. Provide recent award letters or case summaries.
• Service requirement: You must receive a bill from SFPUC for water/wastewater or Hetch Hetchy Power. Tenants in master-metered buildings can enroll if they provide a landlord authorization form.
• Documentation: Provide government-issued ID, proof of residency (lease, SFPUC bill), proof of income/program participation, and Social Security numbers or alternate IDs. Mixed-status households are eligible; immigration status is not considered.

Benefit Details

• CAP discounts: 25% off water usage charges, 20% off wastewater charges, and elimination of the Hetch Hetchy Power customer charge for residential accounts. Discounts apply each month and appear as line items labeled “CAP Water Discount,” “CAP Wastewater Discount,” or similar.
• SuperCAP: For households with medically necessary electric usage or extremely low incomes (≤ 80% FPL). Provides up to 40% off electric base charges and additional wastewater credits. Requires medical certification or proof of In-Home Supportive Services participation.
• Emergency grants (ECAP): One-time assistance up to $500 to prevent shutoff or reconnect service. Available to CAP customers experiencing temporary hardship such as job loss, hospitalization, or natural disasters.
• Payment plans: CAP participants can access extended payment arrangements (up to 24 months) with zero interest. Past-due balances stop accruing late fees once an agreement is in place.
• Water conservation kits: SFPUC mails free water-saving devices (aerators, showerheads, toilet leak tablets) to CAP households. Participants can also schedule free onsite assessments for leak detection and plumbing advice.

Application Steps

1. Collect documents: Gather ID, proof of residence, proof of income or benefits, and your latest SFPUC bill. If applying for SuperCAP, obtain a physician’s certification or In-Home Supportive Services notice.
2. Complete the application: Download the form from the SFPUC website, call 415-551-3000 to request a mailed copy, or visit a community partner site. Applications are available in English, Spanish, Chinese, Filipino, Russian, and Vietnamese.
3. Submit application: Mail to SFPUC Customer Service, email [email protected] with scanned documents, or deliver in person at 525 Golden Gate Avenue. Community partners can submit on your behalf if you sign a release.
4. Processing time: Standard processing takes 3–4 weeks. Expedited review is available for customers with shutoff notices—call Customer Service to flag the urgency.
5. Receive confirmation: Approval letters state the discount percentage, effective date, and recertification deadline. The discount typically appears on the next billing cycle.

Maintaining Enrollment

• Recertification: Required every two years. SFPUC sends reminders 60 and 30 days prior to expiration. Submit updated documentation on time to avoid interruption.
• Change reporting: Notify SFPUC within 30 days if your income increases above the limit, household size changes significantly, or you move. You can transfer CAP to a new SFPUC account at another address by submitting a new application with updated information.
• Continued eligibility checks: SFPUC may audit accounts. Keep copies of income proofs and benefit letters in case verification is requested.

Maximizing the Program

• Combine with energy efficiency: CAP households qualify for the Energy Efficiency for All program, which offers LED lighting, smart power strips, and appliance upgrades. Hetch Hetchy Power customers can enroll in time-of-use plans to maximize savings.
• Leverage community support: Partner nonprofits provide bilingual case managers who help with CAP paperwork, CalFresh enrollment, and tax preparation through VITA sites.
• Use payment arrangements strategically: If you owe back balances, request a payment plan when you enroll. Paying the discounted bill plus a small amount toward arrears can restore your account quickly.
• Address leaks quickly: Use the free water conservation kits to detect leaks. If you discover plumbing issues, apply for the City’s Low-Income Sewer Lateral Assistance Program or Rebuilding Together’s home repair services.
• Plan for disasters: CAP customers receive alerts about emergency water distribution sites and financial assistance after earthquakes, fires, or storms. Make sure your contact info is updated.

Example Scenarios

• Family in the Bayview: Four-person household with $50,000 annual income. CAP reduces monthly water/wastewater bill from $120 to $84. During a job loss, the family taps ECAP for a $400 credit, preventing shutoff. They also enroll in CleanPowerSF’s discount program for electricity.
• Senior in Chinatown: Receives $1,200 monthly Social Security. CAP lowers bills by $25 per month, and SuperCAP waives the electric base charge due to reliance on medical equipment. SFPUC arranges a free leak repair after noticing unusual usage.
• Tenant in SRO housing: Utilities included in rent. With landlord permission, CAP applies a bill credit that offsets rent increases. Tenant receives case management from a partner nonprofit to maintain eligibility.

Troubleshooting Tips

• Application returned for missing info: Review the checklist; include all pages and signatures. Attach translations if documents are in languages other than English or Spanish.
• Discount not appearing: Contact SFPUC Customer Service with your CAP case number. Sometimes the discount posts after two billing cycles; keep paying at the standard rate to avoid delinquency until the adjustment appears.
• Recertification missed: If your discount expires, reapply immediately. SFPUC can retroactively credit up to one billing cycle if you submit documents within 30 days of expiration.
• Landlord unwilling to participate: Tenants can file a complaint with the Rent Board or seek help from the Eviction Defense Collaborative. SFPUC may place the account in tenant status with sufficient documentation.

Additional Resources

• CleanPowerSF Energy Discount: CAP participants can pair discounts with CleanPowerSF’s low-income program for additional electric bill savings.
• Low-Income Household Water Assistance Program (LIHWAP): Provides one-time grants up to $2,500 for water/wastewater arrears. CAP households receive priority referrals.
• City services: Connect with the Department of Disability and Aging Services, HealthySF medical programs, or SF Human Services for SNAP and cash assistance.
• Financial empowerment: The City’s Office of Financial Empowerment offers free counseling, savings incentives, and Bank On accounts—valuable for CAP participants seeking long-term stability.

Contact Information

• Website: https://www.sfpuc.org/residents/customer-assistance-programs
• Customer Service Center: 525 Golden Gate Avenue, San Francisco, CA 94102 (Monday–Friday 8 a.m.–5 p.m.)
• Phone: 415-551-3000
• Email: [email protected]

The SFPUC Community Assistance Program ensures San Franciscans maintain essential water and power services despite soaring costs. By enrolling, staying current on recertification, and pairing CAP with other city resources, households can protect their health, housing stability, and financial future.