Billing Process

Meter Reading

WVWD water meters are read on a monthly basis for the preparation of periodic bills and as required for the preparation of opening bills, closing bills, and formulating special bills. A customer is billed for each meter on their property.

The water meter registers water consumption in units of hundred cubic feet (CCF). One unit is equivalent to 748 gallons of water.

Billing Frequency

Bills for water service are prepared on a monthly basis for each customer, unless otherwise established in the rate schedule.

Reading Your Water Bill

Bills for metered service will show the meter reading for the current and previous meter reading period. The bill will contain the following information: service location, water consumption, days of service, meter readings, rate breakdown, water service charges, and due date.

Payment Due Date

Bills for water service are due and payable upon presentation and become overdue twenty (20) days from the date of the invoice.

Going on Vacation?

Please let us know of your vacation plans, so our Customer Service Department can take steps to ensure continued water service to your residence until you return. Simply contact the District’s Customer Service Department a few days prior to departing on vacation if your scheduled time away from home coincides with the date your regular water bill arrives. As a service, we may arrange for an extension of payment date, or perhaps recommend that you make an advance payment, depending on the situation. You can reach us by telephone at (909) 595-7554.

Payment Options

It is the customer’s responsibility to assure that payments are received in a timely manner. Customers may mail their payment to the District office. Alternatively, customers may pay their bill in person at the District office during normal working hours or, after hours, deposit the payment in the water bill payment drop box located in front of the District office. Additionally, customers may sign up for online payments by clicking below.

DISPUTE A BILL

Customers may check the accuracy of their monthly bill statement by contacting the Customer Service Department at (909) 595-7554 or cservice@wvwd.com. Customers who are concerned that they are being billed incorrectly after speaking with a Customer Service Representative may appeal their charges in accordance with the District’s Rules and Regulations.

Appeals Procedure:

1. Submit a written complaint to WVWD within 5 days of receiving their monthly water bill statement.
2. Upon receipt of a written complaint, a hearing date will be set with a District Hearing Officer.
3. Hearing #1 – a District Hearing Officer will review the accuracy of charges with the customer and determine a decision of whether the bill is accurate or inaccurate.
4. If the bill is deemed accurate, the customer must pay the bill immediately. If the bill is inaccurate, the bill will be corrected and a new invoice will be issued. Payment will then be due in ten days.
5. If a customer is not in agreement with the results of Hearing #1, a customer may submit a second written appeal to the District for a hearing with the Board of Directors. The Board of Directors decision on the matter is final. If the bill in question is accurate, a customer must pay the bill immediately. If an error is found, the District will distribute a corrected invoice and payment is then due in ten days.
6. If payment is not received on time throughout the appeals process, water service will be shut-off due to non-payment and in accordance to the District’s Rules and Regulations.

Please read the District’s policy for the complete official description of the Appeals Procedure.