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customer care

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May 27, 2022 15:55PM
May 27, 2022 15:55PM
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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.

IRWD offers conveniene payment arrangements to help get customers back on track. Click here to be contacted by a Customer Service representative to discuss the plan that works best for you.

 What payment options do I have to pay my bill?

IRWD offers many ways for you to pay your bill other than sending in a check every month. Please visit our payment options page for more details on how to make a one time payment, sign up for paperless billing or to pay by text. 

 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 949-453-5300 before the payment is due to discuss your options. IRWD’s service disconnection policy encourages communication to get the customer account back on track. This includes:

  • • Extensions and payment arrangement 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.

Year

Number of Disconnections for Non-Payment

2021

2020

0

547

 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.

 California Water and Wastewater Arrearage Payment Program

Some customer accounts may be eligible for a credit from the California Water and Wastewater Arrearage Payment Program (CWWAPP), established to provide financial assistance during the pandemic for California utility customers with past-due balances from March 4, 2020 through June 15, 2021. Eligible customers will be notified by IRWD if they qualify, and credit will be applied to their accounts, referencing the state program in their monthly statements.

 Need Additional Assistance?

The California Department of Community Services & Development offers a water assistance program to help low-income households with their utility payments. Click here for more about the Low Income Household Water Assistance Program.

 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?