Customer Assistance Programs

Call your utility. Make a plan. Keep your service.

Would you like to make a complaint about a recent shut-off? Water Customer Shut-Off Complaint Form. Send filled out form to DrinkingWaterCustomerAssistance@doh.wa.gov.

• If you would like to make a complaint and need help please call 2-1-1, which is a free service. You can also find 2-1-1 online at www.211.org.
  • Si desea presentar una queja y necesita ayuda, llame al 2-1-1. Es un servicio gratuito. También puede encontrar el 2-1-1 en Internet haciendo clic en el siguiente enlace www.211.org.
  • Nếu quý vị muốn than phiền và cần giúp đỡ, vui lòng gọi 2-1-1, đây là dịch vụ miễn phí. Quý vị cũng có thể tìm thấy 2-1-1 trực tuyến tại www.211.org.
  • Если Вы желаете подать жалобу и нуждаетесь в помощи, пожалуйста, звоните по номеру 2-1-1. Услуги службы 211 являются бесплатными. Службой 211 можно также воспользоваться и в интернете по следующему адресу www.211.org.
  • Якщо Ви бажаєте звернутись зі скаргою та потребуєте допомоги, будь ласка, телефонуйте на номер 2-1-1. Послуги служби 211 є безкоштовними. Послугами служби 211 можна також скористатися й у всемережжі за такою адресою www.211.org.
  • Kung nais mong magreklamo at humingi ng tulong, mangyaring tumawag sa 2-1-1. Ito ay libreng serbisyo. Maaari mo ring matagpuan ang 2-1-1 online www.211.org.
• Learn about and apply for Washington Water Assistance.
• Learn about Washington Water Assistance's partner program LIHEAP.
  • Already receive assistance through the state's electricity assistance program (LIHEAP)? No need to reapply for water assistance.
• See our customer assistance publication COVID-19 Information on Customer Assistance Programs for Water System Customers 331-661.
• Commerce Utility Assistance.
• Washington State Department of Financial Institutions. 
• Make a complaint about a utility, contact our regional office. 
• Contact us at DrinkingWaterCustomerAssistance@doh.wa.gov. 

Water Systems

Are you a water system with customers with past due accounts?

Contact your local Community Action Council to set up your vendor agreement for the Washington Water Assistance program. Regional Map (PDF).

• Track Delinquencies.
• See our best practices guide Suspension of Water Shut-Offs 331-672 (PDF).
• Cares Act CDBG-CV.
• Environmental Finance Center.
  • Request technical assistance.
  • Email for questions.
• Sample Customer Letter.
• Sample Payment Plan
• Door hanger template, rack card, bill stuffer template.

Articles and Webinars

• Utility late fee/shut moratorium expires September 30: Now what?
• Funding made available for water and wastewater bill payment assistance and utilities in federal Coronavirus relief programs.
• Thinking Outside the Bill.
• Drinking Water and Wastewater Utility Customer Assistance Programs.
• Review and Recommendation for Implementing Water and Wastewater Affordability Programs in the United States.
• Best Practices in Customer Payment Assistance Programs.
• Regulating Rates that Fund Customer Assistance Programs at Small Water Systems (starting on page 35)

Survey Results

Thank you to all utilities that participated in the surveys we conducted this summer and fall on revenue impacts and customer assistance programs. Your input is very valuable as we share information with decision makers and look for opportunities to provide technical assistance to you while we negotiate the continuing COVID-19 crises. Here are some of the summary highlights of the survey results.

2020 Water and Wastewater Utility Impact Survey Findings (PDF)

2020 Water Customer Assistance Program Survey Findings (PDF)

2021 Customer and Water Utilities Impacts Survey Findings (PDF)