Beginning in September 2023, TVWD and Clean Water Services (CWS), who co-bill for drinking water, sewer and stormwater services, launched a monthly billing pilot program for a limited group of our customers, offering a new, more predictable approach to managing their water bills.
The most significant change for select customers was receiving water bills once a month instead of every other month. Due dates also transitioned to monthly, ensuring consistency in payment management.
Why did this happen?
The decision to implement this pilot program stems from TVWD’s 2022 Rate Advisory Committee's billing feedback that highlighted how the existing bi-monthly billing system complicates monthly budgets, especially for lower-income households.
We hoped to reduce delinquency rates and minimize service disconnections by switching to monthly billing. Monthly billing will also give a clearer understanding of monthly water usage and expenses for better financial planning.
This pilot is limited to approximately 560 TVWD/CWS joint customers. The insights and feedback gathered from this initial group will help us fine tune the monthly billing process, creating a roadmap for the future expansion to all TVWD/CWS joint customers. This pilot program is instrumental in shaping TVWD's future billing practices.
What if I still have questions?
If you have any questions or need further information about the monthly billing pilot, reach out to our customer service team at CustomerService [at] TVWD.org (CustomerService[at]TVWD[dot]org), or call 503-848-3000. Our representatives will be happy to assist you.