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How to Read Your Water Bill

Below is an overview to help you understand all the parts of your water bill. You can also learn how to pay your water bill or learn more about rates and charges.

Front of Bill

Sample bill - first page
  1. Account Identification
  2. Bill Summary
  3. Total Due and Due Date
  4. Important Information
    Highlights time sensitive messages such as office closures.
  5. Usage Comparison
    This makes it easy for you to compare your current month’s usage to usage in previous months.
  6. Meter Information
    Easy to locate information regarding your meter number, meter readings dates and the monthly usage.
  7. Announcements
    To inform you of any customer service announcements regarding your service.
  8. Payment Stub
    Include when submitting payment via mail.

Back of Bill

Sample bill - back page
  1. Billing and Charge Details
    This section is intended to help you understand the charges on your bill statement.
  2. Paying Your Bill
    A convenient menu of payment options and customer service information.
  3. Important! Direct Phone Numbers
    A VIP phone list with dedicated customer services for our most valued customer… you.

FAQs

a

Can Anyone Besides Myself, Make a Payment to My Account?

Yes. As long as they have your account number, copy of your bill or physical address to identify the correct billing account.

a

How Do I Set Up or Stop an Automatic Bill Payment (ABP)?

To set up, complete and submit an Automatic Bill Payment (ABP) form, along with a voided blank check to our office either in person, by email, or via postal mail.

To stop an auto payment, you will need to contact our office at (808) 245-5442 or billing@kauaiwater.org to stop or cancel ABP services.

a

I Don’t Have a Car. Can I Give My Payment to Your Meter Reader?

No, meter readers do not accept bill payments. You may pay via mail, online through our Customer Account Portal, or establish automatic bill payment (ABP) service.

a

Why Are My Payments Being Sent to a Honolulu Mailing Address?

The Department of Water utilizes a payment service provider, which is located on Oʻahu.

a

Why Am I Being Charged the Same Amount for the Last Few Months

We bill by 1,000 gallons, so your usage could be in the same range every month.

a

Why Are You Charging Me a Monthly Service Charge for My Water Meter?

The DOW’s rules and regulations require a service charge per month based on the size of the meter, or its service capacity equivalence in the case of parallel meters. The monthly service charge is a fixed charge to recover the cost of service to operate and maintain the infrastructure put in place to deliver the water supply.

a

What if I Do Not Receive My Bill When Expected?

Please call us at (808) 245-5442 or email billing@kauaiwater.org so we can confirm that your mailing address and contact information is correct.

a

Can I Get My Billing Statement Amounts for the Last 12 Months?

Customers may find this information online in the customer account portal or on their January statement. It will list 13 months of prior consumption and charges under the ‘Usage Profile’ located in the top left-hand corner of the bill.

Usage profile
Sample usage profile from billing statement.
a

How Do I Pay My Bill When the Department of Water’s Office is Closed?

Payment drop box

There is a 24-hour payment drop box located in the parking lot. CHECK OR MONEY ORDER PAYMENTS ONLY. Do not submit cash. You may also pay your bill via our online Customer Account Portal.

Still Have Questions?

Call us at (808) 245-5442 and we’ll be glad to help.