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customer care

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April 17, 2024 3:10AM
April 17, 2024 3:10AM
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customer care

Having trouble paying your bill?

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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 40-day notification process
  • • An appeals process
  • • Fee limits and waivers

 

Policy on discontinuing service

View IRWD’s Policy on Discontinuing Residential Water Service (SB998 Policy)

Or click on the language links below: 

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.

Disconnection history

 

# of disconnections for non-payment

2023

2022

2021

2020

2,192

311

0

547

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 IRWD.com/payment-arrangement to apply, or contact Customer Service at CustomerService@IRWD.com or  949-453-5300 for more information. 


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. 

  

Disputes

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 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 CustomerService@irwd.com 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.

 

Program expired

The California Department of Community Services & Development's water assistance program expired March 31, 2024. For details, visit csd.ca.gov/Pages/LIHWAP.aspx

  

Video: Top 3 reasons for a high water bill (watch on YouTube