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.
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.
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Your household may qualify if:
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List of LIHWAP Service Providers by County
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.