Some customers may have seen news reports regarding customer protections when it comes to water service disconnections due to non-payment. Cal Water confirms that not only do we abide by the customer protections outlined in SB 998, but our shutoff policy also offers more protections to support our customers who may be struggling financially and need help with their water bill. Cal Water recognizes that customers sometimes have difficulty making ends meet—due to job loss, illness, or other hardship—and offers several ways to help you manage your water bill.
Managing Delinquent Accounts
If your water utility bill is past due, Cal Water provides the following services:
- Notice of Delinquent Account: Cal Water will send a letter to the mailing address listed on your account letting you know that your account has become delinquent and giving you time to correct the situation. So long as your address of record is correct, you should never be surprised by an overdue bill.
- Alternative Payment Arrangements: If you do not qualify for PromisePay and have a past-due balance that’s difficult to manage at the moment, you may be able to split payments among several months to pay off the full balance.
- Payment Extensions: If you need more time to pay your bill, you may be able to defer payment by up to two weeks.
PromisePay Payment Arrangements
Cal Water residential customers with a past-due balance of $50 or more can enroll in PromisePay, which offers customizable, discreet, interest-free payment plans for overdue water bills. Customers can access calwater.promise-pay.com to select payment options, set automatic payments, and receive reminders via text. Both property owners and tenants qualify.
Enroll in PromisePay
Customer Assistance Program (CAP)
Cal Water offers a monthly discount on water bills for eligible low-income households or those enrolled in qualified public assistance programs. For more details and to check eligibility, visit our Customer Assistance Program page.
Apply for CAP
Information on Possible Scams
Some scammers attempt to take advantage of customers by convincing them that payment must be made immediately to avoid disconnection of service. If you receive a call about your water bill and are unsure whether it is legitimate, please hang up, do not provide any credit card or personal information, and call your local Cal Water office for verification.
Protect Yourself Against Scams