Life can present unexpected financial challenges, and at California American Water, we understand that circumstances can sometimes make it difficult to manage your water bill. We are committed to ensuring that all our customers have access to safe, reliable water service, and that includes providing support during tough times. Our American Water Care Program encompasses several initiatives designed to offer financial assistance and flexible payment options to eligible customers.
Customer Assistance Program: Discounted Rates for Eligible Households
The cornerstone of our American Water Care Program is the Customer Assistance Program itself. We firmly believe that access to clean water is a fundamental right, and financial hardship should not be a barrier to this essential resource. The Customer Assistance Program (CAP) provides a monthly discount on water or wastewater charges for eligible residential customers.
Eligibility Criteria for the Customer Assistance Program:
To ensure assistance reaches those who need it most, the Customer Assistance Program has specific eligibility requirements:
- You must be an individually metered or flat-rate residential customer of California American Water.
- The water bill must be in your name and you must be the responsible party for the account.
- You must not be claimed as a dependent on another person’s tax return, indicating financial independence.
- Eligibility is not transferable between residences; you must reapply if you move.
- To maintain program integrity and ensure continued eligibility, you must renew your application every two years, or sooner if requested by California American Water.
- It is your responsibility to notify California American Water within 30 days if you become ineligible for the Customer Assistance Program for any reason.
How to Apply for the Customer Assistance Program:
Applying for the Customer Assistance Program is straightforward. We offer convenient options to suit your preferences:
- Online Application: The quickest way to apply is through our online application portal. You can access the form online application.
- Paper Application: If you prefer a paper application, you can download, print, and complete the form available at paper application. Once completed, mail the application to the address provided at the top of the form.
For any questions or further information regarding the Customer Assistance Program, or any aspect of your California American Water service, please don’t hesitate to contact us at 888-237-1333. Our customer service representatives are ready to assist you.
Multi-Family Assistance Pilot Program (MAPP): Supporting Residents in Imperial Beach
Recognizing the unique challenges faced by residents in multi-family housing, California American Water launched the Multi-Family Assistance Pilot Program (MAPP). This program specifically targets eligible residents in the City of Imperial Beach who may not be direct California American Water customers but receive water service through a master meter, common in apartment complexes, condominiums, and mobile home parks.
MAPP was developed in response to the economic hardships exacerbated by the COVID-19 pandemic and received approval from the California Public Utilities Commission. It is designed to ease the burden of water costs for residents already receiving assistance with their electric and gas utilities through the California Alternate Rate Energy (CARE) program.
How MAPP Works for Imperial Beach Residents:
California American Water partners with Dollar Energy Fund, Inc. (Dollar Energy Fund), a program administrator, to implement MAPP. Dollar Energy Fund directly reaches out to eligible Imperial Beach residents who are identified as recipients of CARE program benefits and reside in master-metered properties.
Eligible residents will receive a letter and a postcard in the mail from Dollar Energy Fund. To enroll in MAPP and receive benefits, residents simply need to return the enclosed postcard.
Once enrolled, participants will receive a check, initially for $45.48, to help offset water costs that may be reflected in their rent. Subsequent payments, which may vary in amount, will be distributed quarterly.
Imperial Beach residents who receive a MAPP letter and have inquiries are encouraged to contact Dollar Energy Fund directly at [email protected] for assistance.
Flexible Payment Arrangements: Managing Unexpected Bills
We understand that unexpected expenses can arise, making it difficult to pay your water bill on time. If you are facing challenges in paying your bill by the due date, please contact our customer service center immediately at 888-237-1333. It is crucial to reach out before the due date so we can work with you to establish a payment arrangement plan.
Our customer service representatives are trained to listen to your situation and create a personalized payment plan. These arrangements may include:
- Making an initial payment of at least 25 percent of your total bill within 48 hours of contacting us.
- Paying the remaining balance, including any applicable late payment charges, according to a mutually agreed-upon schedule, not extending beyond 12 months.
- Maintaining good standing by paying all future bills in full and on time.
Please note that payment arrangements are available to customers who have maintained responsible payment behavior and have not defaulted on similar agreements within the past twelve months.
Budget Billing: Predictable Payments for Easier Budgeting
For customers who prefer predictable monthly expenses, our Budget Billing program can be a valuable tool. This free service, available to eligible residential customers, helps you manage your cash flow by averaging out your water bill payments throughout the year.
Budget Billing eliminates the seasonal fluctuations in water bills, providing a consistent monthly payment amount. This predictability makes it easier to budget and avoid unexpected spikes, particularly during periods of higher water usage.
To enroll in Budget Billing, simply visit MyWater or call us at 1-888-237-1333. Our representatives can answer your questions and guide you through the sign-up process.
We Are Here to Help
California American Water is dedicated to providing not only reliable water service but also compassionate customer support. If you are experiencing financial hardship, we encourage you to explore the American Water Care Program options outlined above. Contact us today to discuss your situation and discover how we can assist you in maintaining essential water service for your household. We are committed to working with you.
