News & Updates
Through the Automatic Bill Payment (ABP) service, your participating bank, savings and loan, or credit union can pay your water (and sewer) bill by automatically deducting the amount due from your financial account.
Your financial institution automatically deducts the amount due for your water (and sewer) bill from your checking or savings account.
Mail a completed Automatic Bill Payment (ABP) Authorization Form to:
Board of Water Supply
Customer Care Division - Collection and Credit
630 South Beretania Street
Honolulu, HI 96843
Deductions will be made ten (10) days after your water bill is mailed, giving you enough time to review the bill and, if necessary, call the Board of Water Supply (BWS).
You may stop any automatic payment by contacting your financial institution three (3) or more business days before the payment is scheduled to be made. The stop payment may be subject to a charge by your financial institution.
The returned payment will be subject to established charges for a returned check. If two (2) payments are returned during a 12-month period, your Automatic Bill Payment will be terminated.
Call the Customer Care Division of the Board of Water Supply at (808) 748-5020. Or contact us via e-mail at email@example.com.
The Cross-Connection Control Section (CCCS) is part of the Board of Water Supply's (BWS's) Customer Care Division. It reviews constructions plans for cross-connection control (CCC), conducts field inspections of backflow prevention assembly (BFPA) installations tests the Board's own backflow prevention assemblies, conducts customer education on the importance of cross-connection control and manages the Board's Annual Backflow Prevention Assembly Testing Program.
A cross-connection is a connection between a public water system or consumer's potable (i.e., drinking) water system and any source or system containing nonpotable water or other substances.
Backflow is the flow of nonpotable water or other substances through a cross-connection and into the piping of a public water system or consumer's potable water system.
A backflow prevention assembly is a mechanical device installed in your private property after the water meter. It prevents water already in your property pipes from "backflowing" into the City water system, possibly contaminating the City's potable water system.
Yes, there are several different types of backflow preventers available:
The Board of Water Supply recognizes all of these - except the AVB - as acceptable forms of cross-connection control because they can be tested and repaired in-line.
A Certified Backflow Prevention Assembly Tester must test the device. The certified tester will test your new backflow prevention assembly to ensure that it works and will then fill out a Backflow Prevention Installation and Test form. This form should have been given to you that you when construction plans were being processed for a building permit. The Installation and Test form will be given to you from the Certified Tester. You must sign the bottom portion of the form (Assembly Owner Signature), make a copy for your records and mail, fax or email the completed form to:
Board of Water Supply
Cross-Connection Control Section
630 South Beretania Street
Honolulu, HI 96843
Fax: (808) 550-5550
Backflow prevention controls two types of hazards: pollution and contamination of your drinking water supply. A pollutant is any substance which affects the color or odor of the water, but does not pose a health hazard. A contaminant causes illness or death when ingested.
To ensure that the device is functioning properly. With the exception of the air gap, BFPAs are mechanical units that have internal seals, springs, and moving parts that are subject to fouling, wear, or fatigue. The annual test ensures a properly functioning BFPA, and certifies that the BFPA has not been removed or had a by-pass line installed around it. Air gaps may be tested by conducting a visual inspection.
No, but that is the preferred location. The backflow prevention assembly must be installed on "private property." If the backflow prevention assembly cannot be installed immediately behind the meter, the Board of Water Supply (BWS) will allow the BFPA to be installed somewhere more convenient within the property, but the location must be approved by the CCCS. There can be no connections to the water line between the meter and the BFPA. If the water line passes through a landscaped area, the BWS requires the water line to be concrete jacketed.
No, because this allows the assembly to become submerged in the underground box or vault. It also poses safety hazards to the individual testing and maintaining the BFPA.
Failure to install the required type of BFPA could result in termination of water service as indicated in the Board of Water Supply (BWS) Rules and Regulations Section 2-213. The BWS will work with you to have the required BFPA installed.
Call the Cross-Connection Control Section at (808) 748-5470 and request that a copy be emailed, faxed or mailed to you. You will need your water bill account number or the backflow preventer ID number so the correct test form can be sent to you.
The Board of Water Supply (BWS) requires a Reduced Pressure Principle Backflow Prevention Assembly (PR) to be installed immediately behind your meter and in front of any trees or branches. The installation of the RP must be verified by one of the CCCS technicians prior to conversion to Agricultural Water Rate.
Cross-connection control requirements for irrigation systems serving single-family detached dwellings are under the jurisdiction of the City's Department of Planning and Permitting.
Yes. The CCCS will work with you and try to find the best location or solution for your particular place of business.
The Board of Water Supply (BWS) maintains a database containing all of the permitted backflow devices on Oahu. When your device is due to be tested, the BWS will notify you and provide you with a list of certified backflow prevention assembly testers. It is the customer's responsibility to schedule the test. The customer will also be provided with a backflow prevention device test form.
Effective January 1, 2017, the BWS will accept credit card payments from residential single-family accounts only.
View all the new credit card acceptance policy FAQ in PDF format.
The BWS has been absorbing the fees the bank charges for the processing of credit card transactions. Unfortunately, due to the renewed terms of the BWS’s contract with the bank, the BWS can no longer afford to include non-residential customers (customers who are not billed at the single-family residential water rate) in this payment option.
Customers who are not billed at the single-family residential water rate are affected by this change. This includes multi-family residential, agricultural, non-residential, and non-potable water customer accounts.
Yes as payments for both are handled by the Board of Water Supply. The credit card acceptance policy applies to all bills for accounts that do not pay the single-family residential rate either for water or sewers.
Customers affected by this change may still use alternative methods of payment such as cash, check, or automatic deductions from their checking or savings account.
You may use your Visa or MasterCard to make a credit or debit card payment. To make a Discover Card payment, please call (808) 748-5020, Monday through Friday, 7:45 a.m. to 4:30 p.m.
**NOTE: Effective January 1, 2017, the Honolulu Board of Water Supply will accept credit card payments for single-family residential accounts only. Learn more.**
For more information about the change or any questions regarding your account, please call the BWS Customer Care Division at (808) 748-5030.
We will need the address for water service, your effective/start date, employment information, home/business/cell telephone numbers, and your mailing address. Also indicate whether you are the dwelling owner or renter. If you are a renter, we'll need your landlord or property manager's information. Please submit a start service customer service request form or call our Customer Service Section at (808) 748-5030 to set up your new account.
A deposit fee may be charged.
Beginning January 2013, all residential and non-residential customers will be billed monthly.
We try to have your meter read each billing period. However, if for some reason we are unable to do so, we will estimate your consumption based on your recent average water usage.
Existing customers who are interested in updating their account service holder name or advising the BWS of a new contact phone number, mailing address, change of employment, or automatic bill payment termination may complete and submit a Customer Service Request Form. Please call our Customer Service Section at (808) 748-5030 with any questions.
Closing date must be current or future dates. The account service holder must complete and submit a stop service form or call us at (808) 748-5030. We will issue you a closing receipt number when you call, which serves as proof that services will be/have been terminated.
All water and sewer charges will continue to be your responsibility until you notify us to terminate service in your name.
Submit the agricultural application along with a copy of your general excise license. (See Sample Request for Water Service for Agricultural Purposes.) You must be farming on a commercial basis. Upon receipt of the application, we will then field investigation. We will make a decision on your application and notify you when we complete the investigation.
To check your property for leaks, please refer to the leak detection section of the BWS website.
If you have questions regarding the sewer portion of your bill, or have questions about adjustments, please contact the Department of Environmental Services (ENV) at (808) 768-3330.
There is no adjustment on the water usage, it is billed as read, however, you can make contact with Department of Environmental Service at (808) 768-3330 regarding a possible new lawn adjustment.
There is no adjustment on the water used to refill/fill the swimming pool, however, you can make contact with Department of Environmental Service at (808) 768-3330 for any programs they may have regarding refilling/filling the swimming pool.
We can mail you a copy or you may get a copy of the Water Quality Report from the Water Quality section of the BWS website.
Currently, Board of Water Supply (BWS) and City Department of Environmental Services (ENV) customers have the option to view and pay their combined water and wastewater bills online. These features are being offered as an initial step towards enhancing our customer service options, offering convenient online access to view account information and make timely bill payments. Should you have any questions about the ePay service, review some commonly asked questions, email firstname.lastname@example.org, or call BWS Customer Care at (808) 748-5000.
There are no additional fees for customers to use this service.
There is no special software required to use BWS ePay. All you need is a browser such as Microsoft Internet Explorer, Mozilla Firefox, or Apple Safari and Adobe Acrobat Reader to view bills in PDF format.
Mac users: some navigation functions of the BWS ePay service may not work as well in Safari as they do in other web browsers. Should you encounter issues, please try another web browser such as Google Chrome or Firefox.
Customers must pay their full bill amount by the "Payment Must Reach Us By" date. However, customers have the option to pay their bill in multiple transactions, or they may use more than one credit card to pay their bill. To do this, customers can enter a specific payment amount and the required credit card information for online transactions.
Since payment through BWS ePay is not recorded in real time, customers should not use this option for payment if they are delinquent or have received a Final Notice and are at risk of water service being discontinued.
Yes. All BWS ePay users will enjoy the courtesy of an email alert when a new bill is ready. If you have not signed up for Paperless Billing, you will continue to receive a paper bill in the mail.
Storage of credit card information for recurring payment is not available for BWS ePay at this time. This feature may be implemented in the future.
The BWS provides several links on its website to ePay.
Option #1: To sign up now, click on the "My Account" button in the upper right corner of this page. See image below for reference.
Option #2: If you choose not to register right now and return to the BWS website at a later date, you may either click on the "My Account" button in the upper right corner of the homepage, or click on the "View Now" button under the "View or Pay Bills Online" heading on the left side homepage. See image below for reference.
Option #3: You may also access the ePay website directly at https://hbws.mysecuredservices.com. For reference, the homepage for the ePay website looks like this:
New users are required to input their account number and verify their service address. You will be prompted to select a unique username, case-sensitive password, preferred email address, and security question for the user account. Once your information has been submitted, you will receive an email from email@example.com with information on how to verify your email address. Once you have verified your email address, you will have convenient online access to your current account information, bill history, and online bill payment.
All confirmation emails are sent from the recipient email address firstname.lastname@example.org. Please add this to your email address book or contacts to ensure that they are not routed to your junk mail folder.
Once payment is made online, please do not attempt to pay again. Payment will be posted to your water service account within 1-2 business days. Your online account balance will automatically update once the electronic payment is received. Payments made through ePay will be confirmed via email from email@example.com. Please add this to your email address book or contacts to ensure that they are not routed to your junk mail folder.
Click the "Pay Now" button in the Account Overview section.
Click the "Go Green" button to opt for paperless billing and receive bill notification via email.
To revert back to paper bill status, you can click the "Cancel Paperless Billing" button at any time.
Click the "Billing History" tab at the top of the page to view your past dozen bill statements.
Click the "Manage Profile" tab at the top of the page. If any changes are made, please remember to click the "Save Changes" button to ensure your user account information is updated.
If you have forgotten your account username, please retrieve your username. If you forgot your password, please reset your password. If you have forgotten your username and password, please email firstname.lastname@example.org for assistance.
Please email email@example.com to have your account cancelled.
The online payment form may look a little different depending on what platform and web browser are being used. For most, there will be a scroll bar to the immediate right of the form. Use the scroll bar in order to see the "Pay Now" button at the bottom of the form. Or, place your cursor into one of the fields and hit the tab button to move through the form to the "Pay Now" button.
Mac/Safari users: If you are unable to scroll down or tab through the form to use the "Pay Now" button, please exit the ePay system and log back into your account. Starting a new session should allow you to see and use the scroll bar or to tab through the form. If the issue persists, please consider using another web browser, such as Google Chrome or Firefox. Both will display the scroll bar for the form and allow users to tab through the form on a Mac.
Please call the Department of Environmental Service at (808) 768-3330. Please be advised of sewer service charge increases.
Please mail your bill payment to:
Board of Water Supply
City and County of Honolulu
P.O. Box 135037
Honolulu, HI 96801-5037
The Power Cost Adjustment provides the Board of Water Supply (BWS) with the ability to recover any electrical cost overages above and beyond what was used to calculate the rate increases. Per the Power Cost Adjustment provision, which was approved in the 2006 rate schedule, the Board of Water Supply (BWS) may charge $0.01 per 1,000 gallons of water used for every $600,000 incremental overage. The BWS will annually review and modify the Power Cost Adjustment so that the adjustment only recovers unanticipated energy cost overages from the prior fiscal year.
From July 1, 2011 to June 30, 2012, the Power Cost Adjustment with be 0.0 cents for every 1,000 gallons of water you use.
Submit a written request indicating the Tax Map Key (TMK), proposed development, and the name of a contact person. We try to reply within two weeks.
Please send us a written request with your address or the location of the nearest fire hydrant. We will send flow and pressure data within two weeks.
If you currently have water service, we will credit your lot with the existing fixture units or water meter. If your future plans require additional fixture units or a larger meter, submit a written request indicating the Tax Map Key (TMK), proposed development and the name of a contact person. We try to reply within two weeks.
In recent years, there have been reports of individuals claiming to be utility employees in order to gain access to the homes of customers under the guise of a service-related visit. Here are some tips to help protect yourself against fraud.
When in doubt, either call the BWS at 748-5000 to confirm the validity of an individual claiming to be a BWS employee, or call the Honolulu Police Department at 9-1-1. You may also call the BWS Communications Office at 748-5041 to file an additional report about suspicious encounters.
In recent years, there have been reports of aggressive and fraudulent telephone calls by individuals claiming to be BWS employees and demanding water bill payments be made under threat of immediate disconnection of water service. When the BWS needs to collect past due payments for water service:
If you receive unexpected and/or aggressive phone calls from individuals demanding water bill payment, ask for the individual's name and phone number, and say you will call them back. Do not provide them with any information about your account. Then call the BWS at 748-5030 to confirm your account status.
Scammers now are trying to steal your personal information by sending out fake service disconnection notices by text and demanding payment under threat of immediate disconnection. This is a scam! Should you receive a text from someone claiming to represent the Honolulu Board of Water Supply (BWS), DON’T respond or dial any phone number provided in the text message. BWS will never send out notifications of this importance via text.
The BWS does not send out disconnection notices by text, email or phone. BWS sends a field collector to the customer’s location about 2 weeks prior to the anticipated service disconnection date and instructs customers to direct dial 748-5030 regarding any questions or concerns.
If you are ever concerned about your account status, call the BWS Customer Care division at 748-5030.
The rate increase takes effect on July 1, 2019. Customers will see these effects on their bill once their billing period begins on July 1, 2019, or later. The BWS is reminding customers in advance of the rate changes.
Changes to the rate structure are designed to encourage water conservation and more equitably recover the cost to provide water service for each type of customer, e.g. single-family residential, multi-unit residential, non-residential, etc. Rate changes vary by customer type, with the goal of everyone paying closer to their fair share of the cost to deliver water to them.
Effective July 1, 2019, your rates will change. Depending on the amount of water you use, your water charges may decrease slightly or increase. See calculations for single-family residences below or, for more details on how to read your bill, view a copy of the Summer 2019 edition of Water Matters.
The BWS Board of Directors conducted an extensive analysis of proposed rate changes, including holding a rates workshop in January 2018, receiving monthly updates from the BWS staff on the rates setting process, and holding five public hearings throughout the island for public input. Public input was given full consideration during the Board’s deliberations prior to their approval of the rates.
At its August 2018 meeting, the Board of Directors adopted the new 5-year schedule of rates to take effect in September 2018, with actual rate increases and tier changes starting in July 1, 2019.
BWS’s last rate increase took effect July 1, 2015, when the system-wide rate was increased by approximately 9.65 percent.
No, the funds generated by water rates are dedicated to funding BWS’s capital and operational costs for the drinking water system only. Sewer services are provided by Wastewater Management under the City Department of Environmental Services, ph. no. (808) 768-3330.
The BWS is committed to cost-efficient operations, and is doing many things to keep costs down.
Every year the BWS carefully reviews its operating budget, exploring opportunities to increase efficiency and reduce costs in every aspect of our operations. This includes exploring ways to optimize energy management and facility operations. It also includes controlling the size of its workforce by balancing staffing levels to provide the services needed to maintain, repair, and replace its facilities.
In the past two fiscal years, the BWS has reduced its operating expenses by 2 percent each year.
An important factor for keeping rates down, the BWS will use a balance of both cash and bonds to pay for capital costs.
Oahu's water system was built along roadways and public areas throughout the island. As the BWS continues to work to renew our aging system, it recognizes that residents and businesses will be inconvenienced by construction activities.
The BWS is committed to work with residents and businesses to manage those impacts as well as we possibly can. Some of the things BWS is doing to manage the impacts of construction include:
By keeping our system in good working order through planned replacement and repairs, the BWS is helping to avoid unplanned repairs that can mean greater inconveniences and higher costs.
For more information on the BWS and water rates, please visit our website at boardofwatersupply.com/waterrates or contact the BWS Communications Office, at (808) 748-5041.
To see Frequently Asked Questions regarding Board of Water Supply Procurement, please go to the Bids and Proposals section of the website.