FREQUENTLY ASKED QUESTIONS

The My Account portal provides customers with control over their Board of Water Supply (BWS) account.

• Update your account profile (new feature)
• Start/stop service (new feature).
• Go “green” with paperless billing.
• Communicate with BWS via secure messaging to report billing issues and concerns (new feature).

Additional features are available for single-family residential accounts only:

• Online bill payment using Visa, MasterCard, and Discover card with no card processing fee.
• Allow for guest payments on an account (new feature).

Existing customers who are interested in updating their account service holder name or advising the BWS of a new contact phone number, mailing address, change of employment, or automatic bill payment termination may contact our Customer Service call center at (808) 748-5000 or they may register to use the BWS account portal. Once registered, customers will be able to submit changes to their account information online. To register, go to https://myaccount.boardofwatersupply.com.

To register, you will need your account number. Find your account number on your bill or call the BWS at 748-5030 to request for it, then go to www.boardofwatersupply.com and click on “My Account Portal” to be directed to the login page.

We do not offer this service currently. It may become available in a future upgrade.

The BWS has safeguards in place to ensure safe transactions and protection of customers’ personal information with security questions and a CAPTCHA challenge.

For questions or assistance with registering, please contact the BWS Customer Care staff during office hours 7:45 AM to 4:30 PM, Mondays through Fridays:

• Email: customerservice@hbws.org
• Phone: (808) 748-5000 and press Option 5

Through the Automatic Bill Payment (ABP) service, your participating bank, savings and loan, or credit union can pay your water (and sewer) bill by automatically deducting the amount due from your financial account.

Your financial institution automatically deducts the amount due for your water (and sewer) bill from your checking or savings account.

Mail a completed Automatic Bill Payment (ABP) Authorization Form to:

Board of Water Supply
Customer Care Division - Collection and Credit
630 South Beretania Street
Honolulu, HI 96843

Deductions will be made ten (10) days after your water bill is mailed, giving you enough time to review the bill and, if necessary, call the Customer Care Division at (808) 748-5020.

It's free.

You may stop any automatic payment by contacting your financial institution three (3) or more business days before the payment is scheduled to be made. The stop payment may be subject to a charge by your financial institution.

The returned payment will be subject to established charges for a returned check. If two (2) payments are returned during a 12-month period, your Automatic Bill Payment will be terminated.

Call the Customer Care Division of the Board of Water Supply at (808) 748-5020. Or contact us via e-mail at customerservice@hbws.org.

Effective January 1, 2017, the BWS will accept credit card payments from residential single-family accounts only.

The BWS has been absorbing the fees the bank charges for the processing of credit card transactions. Unfortunately, due to the renewed terms of the BWS’s contract with the bank, the BWS can no longer afford to include non-residential customers (customers who are not billed at the single-family residential water rate) in this payment option.

Customers who are not billed at the single-family residential water rate are affected by this change. This includes multi-family residential, agricultural, non-residential, and non-potable water customer accounts.

Yes as payments for both are handled by the Board of Water Supply. The credit card acceptance policy applies to all bills for accounts that do not pay the single-family residential rate either for water or sewers.

Customers affected by this change may still use alternative methods of payment such as cash, check, or automatic deductions from their checking or savings account.

BWS only accepts Visa or MasterCard credit card payments for single-family residential accounts.

For more information about the change or any questions regarding your account, please call the BWS Customer Care Division at (808) 748-5030.

The Board of Water Supply regularly monitors for potential scams targeting water utility customers. Visit our Scam Prevention information page for more details.

You may submit a start service request via online form. Or, you may call the Customer Service team at (808) 748-5030.

• Provide the following information:
  • Your name
  • Your new address for water service
  • The date you want to start water service (also known as the "effective date")
  • The billing address (if different from your new place of residence)
  • Contact information (home/business/cell phone numbers)
  • Employment information
  • Letter of Credit from your last utility (if available)

Also indicate whether you are the dwelling owner or renter. If you are a renter, we'll need your landlord or property manager's information.

A deposit fee may be charged.

Beginning January 2013, all residential and non-residential customers will be billed monthly.

We try to have your meter read each billing period. However, if for some reason we are unable to do so, we will estimate your consumption based on your recent average water usage.

Please call the Customer Service, Service Engineering team at (808) 748-5460.

Please call the Customer Service, Service Engineering team at (808) 748-5460.

• Review the Checklist for Residential Projects.
• Provide the following information:
  • Building permit application
  • Building file and job site plans
• If requested:
  • Water allocation letter
  • Conditions for Water Service Above the Service Limit form

Please call the Customer Service, Service Engineering team at (808) 748-5460.

• Review the Checklist for Residential Projects.
• Provide the following information:
  • Building permit application
  • Building file and job site plans

Please call the Customer Service, Service Engineering team at (808) 748-5460.

• Review and complete the Application to Segregate Water Service.

Please call the Customer Service, Service Engineering team at (808) 748-5460.

• Review Checklist for Non-Residential Projects.
• Submit an Inquiries on Water Availability form.

Please call the Customer Service, Service Engineering team at (808) 748-5460.

• Review Checklist for Non-Residential Projects.

Please call the Customer Service, Project and Plans Review team at (808) 748-5440.

• Submit an Inquiries on Water Availability form.

Please call the Customer Service, Project and Plans Review team at (808) 748-5440.

• Construction plans for the installation of the 3-inch or larger meter must be submitted for BWS review and approval.

Please call the Customer Service, Service Engineering team at (808) 748-5460.

• Review and complete the following:
  • Temporary Water Meter Approval Checklist
  • Billing Authorization
  • Signed acceptance of responsibility for safety and security of meter and appurtenances
  • Cross-connection control and backflow prevention agreement for temporary and agricultural meters

Please call the Customer Service, Service Engineering team at (808) 748-5460.

• Determine to which water district you belong.
• Complete and submit irrigation water management plan with the following information:
  • Type of crop production
  • Crop irrigation requirements
  • Type of irrigation system

Upon establishing the agricultural water service, you will receive an agricultural packet if you wish to apply for agricultural water rate.

Please call the Customer Service team at (808) 748-5030. You will need to submit the agricultural application along with a copy of your general excise license. (See Sample Request for Water Service for Agricultural Purposes.) You must be farming on a commercial basis. Upon receipt of the application, we will then field investigation. We will make a decision on your application and notify you when we complete the investigation.

There is no adjustment on the water used to refill/fill the swimming pool, however, you can make contact with Department of Environmental Service at (808) 768-3330 for any programs they may have regarding refilling/filling the swimming pool.

There is no adjustment on the water usage, it is billed as read, however, you can make contact with Department of Environmental Service at (808) 768-3330 regarding a possible new lawn adjustment.

Please call the Department of Environmental Service at (808) 768-3330. Please be advised of sewer service charge increases.

Your combined water-and-sewer bill contains charges from two separate City agencies - the Board of Water Supply (BWS) and the Department of Environmental Services (ENV). For more assistance with understanding your water bill, please review this handy guide with locations of key information and details that appear on the bill.

• English
  How to Read Your Bill
• Chinese 
  自来水和排污新账单
• Japanese 
  上下水道料金の新しい請求書
• Korean 
  새 상수도 및 하수도 고지서
• Vietnamese 
  Hóa Đơn Cấp Thoát Nước Mới
• Ilokano 
  Ti Baro a Kuentaan ti Danum ken Tubo
• Tagalog 
  Ang Bagong Singil (Bill) sa Tubig at Alkantarilya (Sewer)

BWS customers have several options to pay their bill by mail, online, by phone or in-person.

Please mail your bill payment to:

Board of Water Supply
City and County of Honolulu
P.O. Box 135037
Honolulu, HI 96801-5037

Beginning January 2013, all residential and non-residential customers will be billed monthly.

• If payment is not received and posted by the Payment Must Reach Us By on your bill, then the amount is past due and a Final Notice will be issued.
• If you received a Final Notice, the full past due amount must be received and posted by the deadline date or water may be discontinued.
• If your water is turned off for nonpayment, you will be required to pay the full amount of your bill plus a turn-on charge before water can be restored.

To check your property for leaks, please refer to the leak detection section of the BWS website.

Closing date must be current or future dates. The account service holder must complete and submit a stop service form or call us at (808) 748-5030. We will issue you a closing receipt number when you call, which serves as proof that services will be/have been terminated.

All water and sewer charges will continue to be your responsibility until you notify us to terminate service in your name.

Submit a written request indicating the Tax Map Key (TMK), proposed development, and the name of a contact person. We try to reply within two weeks.

Please send us a written request with your address or the location of the nearest fire hydrant. We will send flow and pressure data within two weeks.

If you currently have water service, we will credit your lot with the existing fixture units or water meter. If your future plans require additional fixture units or a larger meter, submit a written request indicating the Tax Map Key (TMK), proposed development and the name of a contact person. We try to reply within two weeks.

Board of Water Supply uses five basic types of residential water meters. They are usually located in the public right of way, in ground along the street-side of your property line. That may be in the grass or in the sidewalk. To learn more about the water meter, please review information found on our leak detection page.

As part of our regular operating procedure, the BWS conducts a rate study every 5 years to ensure that we have enough money to cover costs of our operations.

• A rate study is done for each 5-year schedule. It takes into account all of our capital improvement projects, operating and maintenance costs during this period. It analyzes what each customer class pays and then looks at what we will need for the next 5 years to meet these costs and ensure the water system keeps operating.
• Different rate scenarios are then vetted to balance affordability vs dependable and safe service. Ultimately a scenario is chosen and is vetted during public outreach and with our board.
• The rates enable the BWS to continue to provide customers with the current level of service customers expect.
• The BWS is financially self-supporting. It does not receive monies from City property taxes or fees, or from State taxes, to manage and operate Oʻahu’s water system. Monies collected from water usage pay for the BWS’s operations and capital projects.

The BWS conducts quarterly reviews of its operating budget. Also, it is always exploring opportunities to increase efficiency and reduce costs in every aspect of our operations. 

The BWS is committed to cost-efficient operations.  For the past 2 years, the BWS kept its budget flat as it:

• Cut budgets by 15% across all divisions.
• Explored ways to optimize energy management and facility operations.
• Deferred less-critical capital projects.
• Deferred purchases of equipment, such as vehicles, unless they were needed.
• Financial information including budgets can be found on our website at: Department Financial Statements - Board of Water Supply, or www.boardofwatersupply.com/dfs.

No, sewer services are provided by a separate City agency, the Department of Environmental Services (ENV). The BWS is responsible for your water services only. Revenue generated by the water rates are dedicated to funding capital and operation costs for the water system only. Please contact ENV with questions by calling (808) 768-3330.

The BWS cannot answer that. Sewer fees are set by the Honolulu Department of Environmental Services.

The water rate structure is designed to promote conservation. The less water you use, the less you're billed.

• The rate increases will most affect the highest water users, those who use 30,000 gallons of water or more a month.
• BWS offers conservation tips and resources for residential customers at www.boardofwatersupply.com/conservation/tips.
• We have rebate programs to help our customers reduce their water use by purchasing water efficient toilets, washers and weather-based irrigation controllers. For more information, please go to www.boardofwatersupply.com/watersensible, for details.
• Additionally, we have identified our top water users and are calling and talking to these residents and businesses.

• For our Kūpuna - we are starting a pilot project to work with service providers to reach out to seniors living independently and on a fixed income who may be unaware they may have leaks inside or outside their homes. The project includes the following:
  • Conducting basic water audits (observing and measuring water from fixtures in the home),
  • Installing water-efficient faucet aerators and low-flow showerheads to help lower water usage.
  • We plan to start this program on Oahu’s west side.
  • BWS offers rebates for water conservation fixtures and appliances. More at www.boardofwatersupply.com/rebates.
• The BWS has an essential needs tier where all BWS customers pay below-cost-rate for their first 2,000 gallons use per month.
  • Low water users pay lower rates, and higher water users pay higher rates. This is done to encourage water conservation.
  • The Essential Needs tier will increase 2.5% per year starting February 1, 2024.
• Customers who need help paying their water bill may qualify for help from the Low-Income  Household Water Assistance Program (LIHWAP). 
  • Applications must be approved prior to March 31, 2024, and is subject to availability of funds.
  • Visit www.waterhelp.info or contact the Honolulu Community Action Program.

With multi-generational households, we encourage them to take advantage of tools that help them use less water and apply for our Water Sensible rebates.

Townhouses are charged the multi-family residential rate.

• They usually have one master meter that serves the entire property.
• The BWS takes the total usage in that one meter, divides it by the number of dwelling units in the property, and then applies the tiered structure to calculate the bill.

Hotels, and all other non-residential customers, pay more than their cost of service (117% over the cost of service) and subsidize single-family and agricultural customers. This is a policy decision made by our board to lessen the impact to our largest customer class (single-family) and support state and city goals of food security.

• Using our tiered water rates, bills are actually lower for over 2/3 of our single-family customers, all but our higher water users.
• In fact, it is businesses like hotels that subsidize rates for our single-family, agricultural, recycled water, and non-potable customers. Single-family customers receive the largest subsidy of any of our customer classes, about $5.5 million per year.