customer care

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October 04, 2023 2:15PM
October 04, 2023 14:15PM

customer care

Having trouble paying your bill?


If you are having difficulty paying your water bill on time, please contact Customer Service at 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 40-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.

Customers having trouble paying off their past-due balances are encouraged to sign up for a payment arrangement to avoid late fees, interest and discontinuation of service.

Visit to apply, or contact Customer Service at or  949-453-5300 for more information. 



Number of disconnections for non-payment







Understanding your bill

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

IRWD offers convenient 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.


Payment options

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. 


Assistance for low-income households

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



If you dispute the amount charged, please contact our Customer Service Department at 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 non-payment 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 or 949-453-5300. 


Assistance for 2020-2021 balances

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.