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Consumer Alert – Scam Prevention

Customers are encouraged to stay alert to potential scams targeting water utility customers. Here are tips to help customers stay better prepared against scams.

How are scammers targeting utility customers?

  • Impersonators – Individuals pretending to be BWS employees visiting homes and businesses and attempting to gain access or scout potential targets.
  • Caller ID Spoofing – Falsified phone numbers that look like they come from the BWS usually with a fake service disconnection notice and demand immediate payment or request personal information.
  • Smishing – Deceptive and urgent text messages from a fraudulent phone number claiming to be from the BWS that include malicious links to steal personal or financial information.
  • Robocalls – Automated, pre-recorded, or live-agent calls usually demanding payment in an aggressive manner.

How to Identify BWS Employees on Official Business

If you are approached at home or work by someone saying they are from the BWS, all personnel involved in official BWS activities will be properly credentialed and carry an official City and County of Honolulu ID badge with the agency identified as the Board of Water Supply. Badges will be presented upon request.

Field & Operations Staff Uniform

Field and operations staff also wear official attire with the agency logo on the front, back and right arm.

front of bws shirt with water drop on the upper left chest
back of bws shirt with water drop visible in the center
right side view of bws shirt

Agency Vehicles

Field and operations staff also drive BWS-labeled vehicles – which include sedans, SUVs, utility trucks, and construction equipment. These vehicles are white or green, will bear the BWS label and logo on the front doors and the trunk, and display a custom license plate (BWS XXX).

bws suv white front view
bws suv white rear view
bws green truck side view
bws suv door panel
bws utility truck green side view

How to Handle an Unexpected Encounter

BWS will periodically post examples of recent scam attempts for customer awareness.

Employee Impersonations

  • Incidents:
    • A Kaimuki resident confronted an unknown male trespassing on her property claiming he was there to fix the broken water meter. She knew the BWS meter was located in the sidewalk and did not require stepping onto the property. When the resident began to ask questions, the individual left. The man was wearing an aloha shirt. The resident did not see a BWS vehicle parked nearby. 
    • A Salt Lake resident observed two men looking at her water meter. When she went outside into her garage to better observe them, the men left. The men were wearing orange vests over non-BWS attire and drove a red sedan.
  • Reality:
    • If approached unexpectedly at home or office by someone saying they are from the BWS, all personnel involved in official BWS activities will be properly credentialed, wear official BWS attire and drive BWS labeled vehicles.
    • BWS does not schedule appointments to meet with a customer outside its regular business hours of 7:45 a.m. to 4:30 p.m., Monday-Friday.
    • BWS does not conduct leak detection inside a customer’s property.
  • Recommended Actions:
    • Verify they are a BWS employee: Residents can verify if an individual is claiming to be a BWS employee by calling (808) 748-5000. If residents are suspicious of an individual’s credentials, call the Honolulu Police Department.
    • Verify your account details by calling BWS at (808) 748-8000 x2.
    • Report the incident with the BWS and the Honolulu Police Department.

Unexpected, Suspicious, or Aggressive Phone Calls

  • Incident: Individual calls unexpected and is suspicious or aggressive, demanding water bill payment under immediate threat of disconnection of water service.
  • Reality: BWS does not attempt to make contact with a customer, demand payment, and collect payment all in the same phone call. BWS does not authorize robocalls.
    • BWS does not call customers outside regular business hours, Monday-Friday, 7:45 a.m. to 4:30 p.m. regarding payment.
    • When the BWS contacts a customer regarding an overdue payment, the customer will be asked to call the BWS at (808) 748-8000 x2 to make a credit card or debit card payment. 
  • Recommended Actions During the Call: 
    • Ask for the individual's name and phone number, and say you will call them back.
    • DO NOT provide any information about your account.
    • Call the BWS at (808) 748-8000 x2 to confirm your account status.
    • Report the incident with BWS customer service. File additional reports with the BWS Communications Office and with HPD.

Unexpected or Suspicious Phone, Email, or Text Messages

  • Incident: Phone calls, emails or text messages sent containing fake service disconnection notices and demands for payment under threat of immediate disconnection.
  • Reality: BWS does not send out disconnection notices by phone, email, or text message.
    • BWS sends a field collector to the customer's location about two weeks prior to the anticipated service disconnection date.
    • When contact is made, the customer is instructed to call (808) 748-8000 x2 with any questions or concerns.
  • Recommended Actions:
    • Phone: Hang up. If you can, ask for the individual's name and phone number, and say you will call them back. DO NOT share personal information.
    • Email or Text Messages: DO NOT reply or click on any links. Use your email or phone provider's "Report Phishing" or "Report Spam" button and then delete the email or text message.
    • When in doubt, call BWS at (808) 748-8000 x2 and verify your account details and report the incident. You may also file additional reports by calling the Honolulu Police Department.

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Updated: 12/15/2025

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