FAQ

Online Payments at CVWD - What do I need to sign up?

Besides Web access and an e-mail address, you also need to have your current CVWD account number. You will also need a valid checking account if you wish to pay your bill online. To use the online account management system you will be asked to read and acknowledge the “terms of service” agreement as well.

Online Payments at CVWD - Will I still get my paper bill?

Yes. At this time if you sign up for online payments you will still receive a paper bill in the mail. Online bill simply allows you to check your account and make manual or automated payments online. If you choose the option for “paperless” billing you will stop receiving a paper copy via the US mail and receive an image of your summary bill via email.

Is receiving and paying bills online complicated?

Managing your account online is easier and takes less time than opening the envelope containing your paper bill, reviewing it, writing a check and keeping manual records of your payments. Just click to view the bill online, enter the payment amount, schedule the payment date and you’re done. And, if you still wish to have a paper copy of your water bill for your files, you can print the bill directly from your computer.

I pay some bills online at my bank or at my vendor’s websites. Is that the same as CVWD's account management?

No, each system is slightly different. Please review your options before making choices on any online account. The CVWD online payments system “pulls” the payment from your designated account, at the designated time you choose. Some systems choose for you. Some systems require you “push” your payment from your bank.

If I pay bills online, do I give up control of when payments are made?

No. You will always be in control of your bank account. You decide whether to pay manually, and what date on which to do that. If you choose automated billing, you still choose the date of payment. If you need to cancel or change a payment, you can do that. It just needs to be done before the processing date.

I already automatically deduct my CVWD payments from my bank account. Is that the same thing as Online Bill pay?

No, that is an automatic debit or ACH. ACH is maintained by the districts staff on a re-occurring schedule. If you are already using ACH deductions, you need to stop that process before actually making a payment online or you may see multiple payments deducted from your checking account. The staff assisted automated deductions will still be available to customers; however we encourage you to try the online system.

Will CVWD ever call or email me for more information?

Possibly. If there is a problem or any issue with your account, the district staff will try to contact you to keep your account status and information up to date and safe. The staff will never contact you and ask for your social security number, banking or credit card information. If you have any questions about an inquiry, please call the office directly at 818‐248‐3925.

Is the online payment system secure and is my information safe?

Yes. The district has partnered with a certified and audited merchant service and software vendor. If you use the system as designed your information is very secure. The district suggests that you never conduct business on the internet unless you have installed proper virus protection and have security of your own such as a proper firewall.

Can I keep track of my payments online?

Yes. There is an online history under account management that shows all account information anytime you want.

How much does it cost to pay my bill online?

There is not cost for using the online account manager or paying your bill online. If incorrect information, fraudulent information, or other banking conditions exist that prevent a valid payment then a $35 fee may be charged by the district and you may incur fees from your banking institution. This also applies for ACH and staff assisted debits.

Can I pay my bill over the phone?

In extreme cases a manual deduction can be accomplished by staff if approved by management. The district seeks to minimize this method of payment to maintain security and ensure proper accountability for customer’s payment methods. The normal policy requires signing a form either at the main office or online.

Can I pay for all services offered by CVWD online?

No. The online payments system is currently for water and wastewater billings only.

Can I pay my bill with a credit card or electronic banking?

The District's billing system is currently set up for online account management. You can use a checking account to pay your bill or make payments with a Visa or Mastercard.

Can I make payment arrangements for my water and/or sewer bill?

Yes. Customers who are having financial difficulty or receive a large water bill resulting from a water leak may establish payment arrangements with the District. Interest is not charged and terms are on a case-by-case basis. However, all payment arrangements must be in writing, agreed to, and signed by the customer.

Is an emailed bill the same as a mailed bill statement or invoice?

No. Currently the email version of the bill is a summary of your charges. It directly reflects the online screens you will see while managing your account. The district is working to replace the emailed version with a duplicate of the paper version in the near future. A copy of your detailed bill is always available upon request from customer service.

What is the Service Charge on my water bill?

The Meter Service Charge represents fixed costs associated with maintaining your account such as meter reading and ongoing expenses for maintenance of the meter & service lateral to your property. The District incurs these expenses regardless of the actual amount of water used by the customer, and in a sense this charge can be thought of as a readiness-to-serve fee based upon the size of the meter.

How long will the sewer fee continue?

The sewer fee is an ongoing charge and continues as long as your account is active.

Why is my water bill so high? Did your rates increase?

The water rates were last increased in September of 2019. Perhaps your consumption is higher for some reason. Please call our customer service staff at (818) 248-3925 and we will gladly investigate your high bill. We compare your recent water usage with historical data, check the meter, and assist with leak detection at your property. There may be some reason for recent high water consumption.  In addition, please check our Water Conservation Tips for more information.

What is the hardness of the water?

The District's water supply is considered hard like most water in Southern California. The hardness varies somewhat but is approximately 250 to 300 parts per million (ppm) as calcium carbonate or 18 grains per gallon.

Is there any fluoride in the water?

The District does not add any fluoride to its water supply. The water does contain a minor amount of naturally occurring fluoride at a concentration of about 0.2 ppm.

However, drinking water supplies for up to 18 million Southern Californians will be fluoridated after Metropolitan Water District's Board of Directors adopted in October of 2005 a policy which calls for the cavity-fighting agent to be added to its treatment processes.

Why is there so much chlorine in the water?

The California Department of Health Services requires water suppliers to maintain a disinfectant residual in all water being served for public health reasons such as the elimination of pathogenic viruses or bacteria. The District is required to maintain a 1.5 ppm minimum chlorine residual in its water distribution system. The District maintains this chlorine level at approximately 1.5 to 2.0 ppm but it varies somewhat by location and time of year. There are no potential harmful effects of drinking water with this chlorine level. If you are sensitive to its taste, a pitcher of tap water can be refrigerated for a few hours prior to its use. This will allow the chlorine to dissipate.

Is my water safe to drink?

Yes!! Consumers can expect that the water provided to them is safe, pure, and healthful. The quality and safety of drinking water in the U.S. is regulated by the federal government through the Environmental Protection Agency. In California, those standards are enforced by the California Department of Health Services. Your water supply meets or exceeds all State and Federal Standards for drinking water quality. Water served by the District is a blend of local groundwater and water imported by the Foothill Municipal Water District & Metropolitan Water District of Southern California from the Colorado River and from Northern California. All water is tested, treated, and disinfected prior to pumping into our distribution system. This water is then stored in a series of closed reservoirs until it is consumed by the customer. The District regularly tests the water throughout the system to ensure quality. To convey the quality of the water, the District prepares an annual drinking water report (available on this website) which details each mineral and substance found in the water. This report is mailed annually to all current District customers. If you would like an additional copy, please contact our customer service department at (818) 248-3925.

Who do I call if I have a water or sewer emergency in the middle of the night?

The District has personnel standing by 24 hours a day, seven days a week, to assist customers with water and sewer emergencies. For any water or sewer related emergency, call the District office at (818) 248-3925 during or after business hours.  After 4:30pm and on the weekends, please choose option #7 for emergencies.

I need to make repairs to my plumbing or irrigation. How do I shut off my water?

The District recommends that all customers use their house (gate) valve to shut off the water supply to their home to make repairs. If you cannot locate your house (gate) valve or it is necessary to shut the water off at the water meter, call the District office (day or night) for a customer service representative to shut off the water at the meter. You can reach the District office at (818) 248-3925. Please note that a specialized tool is required to shut the water off at the meter. Attempting to turn the water off at the meter without this tool may result in damage to the mechanism and additional repair charges will be assessed.

If I have a leak, who is responsible for repairing it?

It depends on the location of the leak. If the leak is located on any line after the water meter, it is the customer's responsibility to have it repaired. If the leak is located at or prior to the water meter, it is the District's responsibility to repair it.

Am I responsible for the condition of the plumbing system where it is connected to the District's meter?

Yes, in fact the District from time to time will make improvements to its system by replacing older water service laterals and meters with new components. During the course of this work, if reconnection to the customer's plumbing is difficult or impossible due to its deteriorated condition, the customer will be responsible for making any necessary upgrades. The District will provide notification when this situation arises.

Why does Crescenta Valley Water District let water run down the street?

When old pipes are replaced or new ones are installed, the pipes must be disinfected with chlorine before they are connected into the District's system. After a day or two, water is flushed through the pipes to rinse out the chlorine before the pipes are put into use. In addition, the District regularly runs water through the system to flush lines where stagnant water can collect. This is done to assure high quality water to our valued customers.

Does local or CVWD costs increase for customers who use water with the Tier 3 level?

CVWD's overall costs to provide water to high end users increases because of additional demands on CVWD's source water, additional power costs, and the distribution system. That is why CVWD encourages water conservation to use water wisely.

Utilities such as CVWD strive to recover the capital and operating expenses by developing rates based on cost of services.