Customer Assistance: We’re Here to Help

Customer service representativeSome 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.

For more information on these options or to see if you qualify for a payment arrangement or extension, contact Customer Service.

PromisePay Payment Arrangements

Cal Water residential customers with a past-due balance of $50 or more are invited to enroll in customizable, interest-free PromisePay payment plans for past-due water bills. Those who qualify may access the PromisePay online system at The portal enables residential customers to select from various payment plan options, set up automatic payments, and provide contact information for payment reminders and other notifications through text messaging. Both residential property owners and tenants with a Cal Water account are eligible for the program.

Customer Assistance Program (CAP)

If you live in a low-income household or are enrolled in a qualified public assistance program, you may quality for a monthly discount on your water bill. Visit the Customer Assistance Program page for more information.

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.

For general information about scams targeting utility customers, see our Protecting Yourself Against Utility Scams page.

Additional information