CUSTOMER ASSISTANCE PROGRAMS

Sometimes customers face circumstances that stretch their financial resources. California American Water is here to assist. Our customer service representatives will work with you on a plan to pay the balance of your bill over time. You may also be qualified to receive assistance through our Customer Assistance Program.

MULTI-FAMILY ASSISTANCE PILOT PROGRAM (MAPP)

California American Water takes great pride in its ability to provide safe, reliable, and affordable water to its customers. Water service is vital, and affordability is key. To support the affordability of water service for our residential customers, California American Water is launching its Multi-Family Assistance Pilot Program (MAPP) that provides utility financial assistance to eligible residents in the City of Imperial Beach

Given the severity of the economic downturn that accompanied the COVID-19 pandemic, California American Water sought and received approval from the California Public Utilities Commission to implement MAPP.

MAPP is being offered to City of Imperial Beach residents who receive electric and gas utility assistance under the California Alternate Rate Energy (CARE) program and who receive water from California American Water through a master meter (for example, meters at apartment complexes, condominiums, or mobile home parks). These residents are not direct California American Water customers, but they do receive water service which is billed to their landlord, complex, or property owner.

The company’s program administrator, Dollar Energy Fund, Inc. (Dollar Energy Fund), will implement MAPP and contact eligible Imperial Beach residents directly with a letter and a postcard in the mail. Those who receive the letter will be asked to return the enclosed postcard to enroll in MAPP.

Once enrolled, eligible residents will be mailed a check in the amount of $45.48 to defer any portion of, or increase in, their rent due to water consumption. Future payments, which may differ in amount, will then be sent on a quarterly basis.

Imperial Beach residents that receive a letter and have questions are encouraged to contact Dollar Energy Fund at calammapp@dollarenergy.org.

LOW-INCOME HOUSEHOLD WATER ASSISTANCE PROGRAM (LIHWAP)

American Water is committed to our communities and to keeping the water and life flowing for our customers. One way we do this is through our customer assistance programs. If you’re experiencing financial hardship, please reach out to find out more about the programs available in your state.

LIHWAP is a federal emergency program to help low-income families pay their overdue water and wastewater bills. You can receive financial assistance for your past due water and/or wastewater bill up to $15,000 per household (amount increased from $2,000 to $15,00 in 2023). Since the funding is provided by a federal grant, you do not have to repay it.

LIHWAP will be able to assist our customers who are behind on their drinking water and wastewater bills to help keep their service active. Customers must qualify and apply for the LIHWAP program through their county’s designated service provider. For more information about how LIHWAP can help your household pay down your past due water or wastewater bills, please contact the correct service provider in your area from the list below.

The Department of Community Services and Development (CSD) is the designated administering agency for LIHWAP in California. Visit the CSD website for more information on the program: https://www.csd.ca.gov/Pages/WaterBill.aspx.

WATER INFORMATION

We hold ourselves to the highest standards in delivering clean, high-quality drinking water. We consistently score among the highest of all water companies when it comes to complying with strict federal regulations. Our teams consist of the industry’s leading researchers, scientists, and plant operators.

We are immensely proud of the professionalism and expertise of our teams, and we are happy to provide our customers with this information about how water makes its way every day to your tap.

Payment Arrangements

If you cannot pay your water or wastewater bill by the due date, please contact our customer service center immediately, before the due date. Our customer service representatives are available at 888-237-1333. They will work with you on a plan to pay the balance of your bill over time.

These payment arrangements may require you to:

• Pay at least 25 percent of your bill within 48 hours of your call
• Pay the rest of the bill, including any applicable late payment charge, according to an agreed upon schedule, not to exceed 12 months
• Pay all future bills as they become due
• Only customers who have not broken similar agreements in the past twelve months are eligible to make these payment arrangements

Budget Billing

Sometimes having a predictable water bill helps with financial planning. Budget Billing is a free service available to eligible residential customers. The program makes managing your cash flow easier by providing predictable monthly payments and avoiding seasonal spikes that may be difficult to pay when not planned for in advance. Visit MyWater or call 1-888-237-1333 to sign up for Budget Billing.

Customer Assistance Program 

At California American Water, we believe fresh, clean water is a resource that should be made available to everyone. That’s why we developed our Customers Assistance Program to provide assistance to families undergoing financial hardship.

With this program, eligible water and wastewater customers can apply for a monthly discount on their charges. If your household meets the necessary requirements, assistance will be provided in the form of a monthly discount on your water or wastewater charges.
 
To qualify for Customer Assistance Program

• You must be an individually metered or flat-rate residential customer.
• The California American Water Bill must be in your name.
• You may not be claimed as a dependent on another person’s tax return.
• You must reapply each time you change your personal residence.
• You must renew your application every two years, or sooner, if requested.
• California American Water must be notified within 30 days if you become ineligible for the Customers Assistance Program.

To apply to the Customers Assistance Program, please complete this online application or print and complete this paper application and mail it to the address listed at the top of the application.

For further information about the Customers Assistance Program or your California American Water service, please call us at 888-237-1333.