COVID-19: We’re Here to Help

Cal Water recognizes the impact the coronavirus pandemic has had on many of our customers, but we encourage those who have been especially hard hit—by a job loss, illness, or other hardship—to call their local Cal Water Customer Centers for assistance. See a complete list of local Customer Centers and phone numbers.

“We want to help our customers through this unprecedented, challenging time, whether that means offering a due date extension or helping someone enroll in our Customer Assistance Program. Now more than ever, we want customers to know we are here for them,” said Martin A. Kropelnicki, President and CEO.

To minimize personal contact, we have closed our Customer Center lobbies until further notice, but we are still here to serve you. If you need to make a payment, you may do so online, or see other ways to pay your bill. We are also available to assist you personally. If you need assistance during business hours, please contact us by phone, email, or through our Contact Us page.

If you are having difficulty paying your water bill, please contact us. We offer payment arrangements and extensions to help. Additionally, we have temporarily suspended collections activities and shutoffs on residential service connections for non-payment; restored service to accounts previously disconnected for nonpayment; and frozen recertification requirements for our Low-Income Ratepayer Assistance program.

State moratorium on water shutoffs ending

We agree that water is essential. That’s why on March 12, 2020 – even before the moratorium was enacted – we began voluntarily suspending water service disconnections and restoring service to those who were previously disconnected. We will continue to support the communities we serve to help ensure everyone has the safe, reliable water service they need during this time.

Although the State moratorium will now end on December 31, 2021, we will not resume disconnections for overdue bills incurred before that time until at least February 2022, in accordance with new California Public Utilities Commission guidelines. During this time, we urge customers who have fallen behind to contact us if they need assistance. We are here to help.

Other assistance programs available

Information on possible scams

Some scammers are using the COVID-19 emergency to their advantage. 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 Customer Center for verification.

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

More COVID-19 information