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customer care

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September 22, 2020 8:39AM
September 22, 2020 8:39AM
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customer care

Bill Payment Questions

CORONAVIRUS RESOURCES: IRWD buildings are closed, but we'll help you through this. Click here for links, hours, financial help, and news.                                                                                                                                          

 

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Are you having trouble paying your bill during the COVID-19 outbreak? Until further notice, IRWD will not be charging late fees or disconnecting water service, except for repairs or maintenance. Please contact us at CustomerService@IRWD.com or 949-453-5300 if you have questions or concerns.

Otherwise, listed below are helpful tips to understanding and paying your bill.

 What payment options do I have to pay my bill?

IRWD offers many ways for you to pay your bill. Please view our payment options for details.

  • IRWD eBill: Sign up through account access to receive emails letting you know when your bill is ready to view and pay online.
  • Bill Matrix: Make a one-time payment online. 
  • Autopay: Contact Customer Service at CustomerService@IRWD.com or 949-453-5500 to set up automatic payments.
  • Traditional: Send your payment by mail, or pay in person at our District office. IRWD offices are temporarily closed, but payments can be dropped in the parking lot drop box at 15600 Sand Canyon Ave., Irvine.
 Having difficulty paying your bill?

If you are having difficulty paying your water bill on time, please contact Customer Service at CustomerService@IRWD.com or 959-453-5300 before the payment is due to discuss your situation. IRWD’s service disconnection policy encourages communication to get the customer account back on track. This includes:

  • • Extensions and payment options
  • • A multi-step 15-day notification process
  • • An appeals process
  • • Fee limits and waivers

For more information, please click on the language links below to review IRWD’s entire Policy on Discontinuing Residential Water Service (SB998 Policy).

Chinese  English  Farsi  Korean   Spanish  Tagalog  Vietnamese

If your service has been disconnected for nonpayment, you may be eligible for a reduction in reconnection fee.

 How to dispute your bill

If you dispute the amount charged, please contact our Customer Service Department at CustomerService@irwd.com or 949-453-5300 for an explanation. If you are still not satisfied, you must submit your complaint, or request for review, in writing to IRWD within 15 days of receipt of your bill. Your service will not be interrupted until the review has been completed and you have been notified of the District's decision. You will then be given an opportunity to pay the bill or make payment arrangements to avoid interruption of service.

 How to avoid interruption of service

 We will not interrupt your service for nonpayment of a bill if you establish to our satisfaction that you are financially unable to pay the bill in full and/or that interruption of service would result in a life-threatening situation, provided you agree to pay the past due bill in reasonable installments while keeping any future bills current. We may ask you to furnish proof from a licensed physician, public health officer, or social worker.

Still have questions? Constact Customer Service at CustomerService@irwd.com or 949-453-5300.

 

 Why is my bill so high?