All Frequently Asked Questions
What should I do if my bill seems higher than usual?
See the High Bills page for more information and suggestions.
Are discontinuation notifications available for the elderly/handicapped?
Yes. A special notification service is available for elderly (age 62 and over) and/or handicapped residential customers. In order to help prevent discontinuance of service should your account become delinquent for non-payment, Cal Water will provide notice via door hanger at least 10 days prior to discontinuance of your service. In order to provide this service, it is essential to have in our records those residential customers who qualify as elderly or handicapped. In addition to this notification, a third party may be designated by the customer to receive such discontinuance notices. Eligible customers may receive a form to sign up for this notification service by contacting their local Cal Water Customer Center.
I received a message to call my local Customer Center. When is it open?
Office hours vary among districts. You can find your local Customer Center’s hours on the District Information page.
Who should I call in case of a water emergency, such as a water line break or broken fire hydrant?
For water emergencies, call your local Cal Water office.
How do I discontinue or transfer my water service?
To stop your water service, visit the Start or Stop Service page.
If you are moving within our service area and would like to transfer your service, please contact your local Cal Water office.
Is Cal Water responsible for plumbing leaks?
The California Division of Drinking Water only authorizes Cal Water to take responsibility for the water system on the utility side of the water meter. Customers are responsible for maintaining the plumbing on their side of the meter, as illustrated in the below diagram.
Cal Water’s affiliate CWS Utility Services has contracted with HomeServe to offer optional insurance coverage for residents’ plumbing. For details, see the insurance page on this site.
How do I turn off the water supply to my house in the event of a break in my plumbing or a repair?
You can interrupt the flow of water to your home by turning off your house valve. House valves are usually located beneath a faucet outside the home, most typically near the faucet for the garden hose. If you cannot find your house valve, please contact your local Customer Center for assistance.
How do I read my meter?
Reading your water meter will tell you how much water you’re using and whether you have a leak. Most meters are located near the curb in front of your home under a concrete lid. Cal Water uses 100 cubic feet (Ccf) of water as a billing unit, so you should monitor your water usage using these units, as described below.
There are two basic types of meters: the straight-reading meter and the round-reading meter.
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| Straight-reading meter (reading: 123 Ccf) | Round-reading meter (reading: 123 Ccf) |
If you have a straight-reading meter, simply read and record the figures shown in white (123). Subtract your last reading from this reading to determine your usage in hundreds of cubic feet. To convert your usage to gallons, multiply by 748. To check for leaks, observe the large sweep or test hand for at least 15 minutes with all water turned off. If there is any movement, there is a leak.
To read the round-reading meter, begin with the dial labeled 100,000 and read clockwise to the dial labeled 1,000. If the hand on any dial is between two numbers, use the lower number. The hands on individual dials may rotate either clockwise or counter clockwise. Subtract your last reading from this reading to determine usage. The “one foot” dial may be used to detect leaks. If there is any movement while all water is turned off for at least 15 minutes, there may be water leaking.
To effectively monitor your usage, we suggest you read your meter daily or weekly.
