Frequently Asked Questions
Below you will find information that might help you understand how to find things or learn about information you might need to know about your city or town.
Customer Service & Accounts
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Customer Service & Accounts
The Landscape Transformation Program is currently open and accepting applications. Please visit socalwatersmart.com or call 888-376-3314 for more information.
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To open or close a residential account, please contact the Customer Service Department at 909-944-6000.Customer Service & Accounts
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Customer Service & Accounts
CVWD currently offers the Customer Assistance Program (CAP). The CAP assists eligible low-income households with their water utility costs. If approved under the CAP, customers will receive a deduction of $10.00* (effective June 1, 2019) on their monthly billing statement.
In order to qualify for the Customer Assistance Program, customers need to complete an application and bring in a copy of either their Southern California Edison or Southern California Gas Company Utility statement. For more details about the Customer Assistance Program, click here.
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CVWD's tiered rate structure better reflects the range of costs for various water supplies, keeps consumption charges low for customers who conserve water, and provides a financial incentive for water conservation. The four-tiered structure charges customers for water use in each successive tier. For example for residential customers with a 3/4" meter, the first 10 units of water are charged at the Tier 1 rate, the next 30 units are charged at the Tier 2 rate, and so on.Customer Service & Accounts
The increased rates will assist the district in continuing to meet operational needs, improve upon existing infrastructure, recover increasing expenses, and build new infrastructure to ensure an adequate water supply. -
Water system customers are responsible for the water service line from the water meter to the house. The District is responsible for the water service line from the mainline in the street up to and including the water meter. If a pressure regulator is installed to adjust the water pressure on the property, the customer is responsible to perform periodic maintenance on this device. If you suspect a break on the Districts side of the meter, please call the District immediately. Sewer system customers are responsible for their sewer line from their property line to the house, which includes the sewer "clean out" and "back-water valve." The back-water valve is installed to prevent any back up sewage in the district system from entering the customer's property. The back-water valve should be inspected and maintained periodically by a local plumbing service to ensure it is functioning properly.Customer Service & Accounts
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Learn how to read your water meter.Customer Service & Accounts
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All customers on metered service pay a bimonthly meter service charge. The charge is based upon meter size and covers costs associated with meter reading and billing, customer service, meter replacement/repair, fire protection, water conservation, and a portion of general administrative overhead.Customer Service & Accounts
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Yes, you can pay your bill online. First register for a username and password, then log in and pay your bill using your MasterCard or Visa. Each time you receive your paper bill, if you wish to pay via credit card, you can log on and pay it.Customer Service & Accounts
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Customer Service & Accounts
Yes, the district has the E-Z Pay Program. When you enroll in E-Z Pay, your financial institution will deduct funds from your checking account to pay your bills. You’ll continue to receive your monthly statement and you’ll have 15 days to review it before your bank pays the amount due. For an application, call 909-944-6000. Currently, we are not set up to automatically debit your credit card.
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Customer Service & Accounts
CVWD is changing to monthly billing beginning July 1, 2019 and we are excited to offer this higher level of service to customers.
Benefits of monthly billing include:
- Customers can budget for their customer billing statements more easily, on a monthly basis.
- Monthly billing will help to identify potential leaks or excessive use sooner, reducing water waste and higher bills.
- Customers will receive important information from CVWD every 30 days, instead of 60 days.
Existing customers who have registered can change their address / phone, stop service, review bills, or a high consumption inquiry and view consumption history, payment history, or past bills.Customer Service & AccountsUpon termination of service or establishment of good credit, the security deposit shall be credited to your account.Customer Service & AccountsCVWD participates in a regional rebate program, administered through SoCal WaterSmart, which provides customers with incentives for water saving devices. If you are a commercial, industrial, or institutional customer and interested in rebates for your business, please view the Inland Empire Utilities Agency (IEUA) website.Customer Service & AccountsCVWD participates in a regional rebate program, administered through SoCal WaterSmart, which provides customers with incentives for water saving devices. If you are a commercial, industrial, or institutional customer and interested in rebates for your business,Customer Service & AccountsThis program consists of a one-on-one consultation, offered to CVWD customers, performed by a CVWD field service representative at your home, where they will identify where you may be wasting water in your home and landscape. By examining your water usage in your home and yard, a CVWD field service representative will recommend small to major improvements that can reduce your water consumption. If you are interested in scheduling a water consultation, please call 909-944-6000. *CVWD field service representatives are not landscape professionals. CVWD water consultations are comprised of recommendations only. It is advised that you consult a landscape professional before making major changes to your landscape.Customer Service & AccountsNo, fire hydrants are to be used for fire safety purposes only. CVWD does not grant exemption for people who fill their swimming pool.Customer Service & Accounts