Policy for Discontinuation of Residential Water Service
Effective February 1, 2020
In accordance with the State of California’s Senate Bill (SB) No. 998 this policy outlines American Water protocols upon initiation of the process for discontinuation of residential service for nonpayment. In addition to English, this policy for discontinuation of residential service for nonpayment will be made available in Spanish, Chinese, Tagalog, Vietnamese, Korean, and any other language spoken by at least 10% of the people (currently no other language meets this criteria) residing within the service area of American Water - East Palo Alto.
Download the American Water – East Palo Alto, CA Multi-Language Disconnect Policy
Restriction Payment Policies
Payments for Accounts Shut-Off:
If your water account has been restricted for non-payment, and you are paying online, it is your responsibility to contact your local office with your confirmation number to ensure that service is restored before the end of the business day. All restrictions have a $60.00 penalty that must be included with your payment before water can be restored.
Please keep in mind that although your payment is approved online, it can take up to 24- 48 business hours to post and may delay water restoration. Due to this, your account can be shut off the following day while your payment is “pending”. It is strongly advised that all restriction payments be made in your local office.
Additional Payment Policies
Payments made on the due date:
Please keep in mind that although your payment is approved online or over the phone, it can take up to 24 - 48 business hours to post, which will incur a $5.00 or 1.5% late payment fee, may delay water restoration. and/or your account can be shut off the following day while your payment is pending. It is strongly advised that all payments be made in your local office for these reasons.
Returned (Non-Sufficient Funds) Payments:
There will be a $30.00 charge to your water account for all returned payments.
Opening or Closing a water account?
It is advised that you contact your local office at least 2 days in advance to schedule.
We do not accept payments over the phone under any circumstances.