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BWS Temporarily Extending Customer Outreach Call Hours to Help Those with Financial Hardships

MONDAY, APRIL 26, 2021 -- Starting Monday, April 26, 2021, the Honolulu Board of Water Supply (BWS) is temporarily extending its Customer Care outreach to 6:00 PM daily to assist customers who are experiencing financial hardship. These hours are for BWS to make calls to customers only; the lobby and our inbound telephone center will continue to open at 7:45 AM and close at 4:30 PM.

“During the extended hours, we are reaching out to customers who seem to have trouble paying their bills and may not be available during regular business hours,” said BWS Customer Care Program Administrator Jennifer Elflein. “Our staff will call customers with past due accounts and offer to work with them to establish a repayment plan.”

When the BWS Customer Care staff contacts a customer regarding overdue payment, he or she:

  • Will NOT demand payment on-the-spot.
  • Will NOT request personal banking information.
  • Will NOT threaten immediate disconnection if payment is not instantly made. 
  • Will provide options on how to submit payment, which includes calling the BWS’s published phone number at 748-5000.

Customers are also reminded that:

  • They can check the BWS website at www.boardofwatersupply.com/call to confirm information and instructions provided by staff. 
  • When in doubt, do NOT provide any personal information and immediately hang up. Then call the BWS at 748-5000 or email customerservice@hbws.org for assistance.
  • The BWS accepts credit and debit card payments for accounts billed at the single-family residential rate and does not charge a credit card processing fee.

“We urge customers who are unable to pay their bills to let us know about their situation as soon as they can so we can help them keep their water service on and their account balance manageable,” Elflein said. “However, we do expect payment from those who are not experiencing any financial hardship.”


MONDAY, NOVEMBER 23, 2020 -- On Monday, November 30, 2020, the Board of Water Supply (BWS) re-opened the Public Service Building lobby located at 630 S. Beretania Street, by appointment only during normal business hours. No appointment is necessary to make water and/or sewer bill payments. The lobby has been remodeled and new procedures for conducting business are in place to ensure the safety of our staff and customers. LEARN MORE >




Refer to your bill for your BWS account number

Register for our online billing system to access bills and make payments
Visa, MasterCard, Discover Card
Credit or debit card

BWS only accepts credit card payments for single-family residential accounts

Board of Water Supply
P.O. Box 135037
Honolulu, Hawaii 96801-5037

Payment Drop Box

Board of Water Supply
630 South Beretania Street
Honolulu, Hawaii 96843

payment drop box
Check or Cash



(808) 204-4234

Pay bill from a touch-tone phone (24/7)
Read news release (January 6, 2021)

Visa, MasterCard
Credit or debit card

BWS only accepts credit card payments for single-family residential accounts
Automatic Bill Payment (ABP)

ABP Enrollment Form (PDF)

ABP Frequently Asked Questions

Automatic Deduction
Checking or Savings Account

Please allow one billing cycle for your enrollment and initial automatic payment to occur
In Person


Cashier Window
Board of Water Supply
630 South Beretania Street
Honolulu, Hawaii 96843

Lobby re-opening effective Monday, November 30, 2020. See requirements regarding building access.

Other Locations:
- Satellite City Halls: Locations & Hours
- Bank of Hawaii: Branch Locations & Hours*
*excludes in-store BOH locations

Check or Cash
Visa, MasterCard, Discover Card

Credit or debit card

BWS only accepts credit card payments for single-family residential accounts

No appointment necessary for water/sewer bill payments.


THURSDAY, MARCH 18, 2021 -- Please be advised that the Board of Water Supply (BWS) would never shut off water due to non-payment without advance written notification. During this time, BWS has temporarily suspended water shut-offs due to non-payment through Wednesday, June 30, 2021. If you are unable to pay your bill in full, please pay what you can and contact us as soon as possible. A customer service representative will work with you to develop a payment arrangement.

- Call: (808) 748-5000, x4
- Email: collections@hbws.org
- Submit a Payment Arrangement Request: Online Form or Fillable PDF

Start Form: www.boardofwatersupply.com/start
Stop Form: www.boardofwatersupply.com/stop


Please fill out the Permit Review Drop-Off form for Building Permit Applications, Trenching Permit Applications, New Water Services, and other water meter-related applications. All related reviews will be dropped off at the Public Service Building on Beretania Street, Monday through Friday, 7:45 a.m. to 4:30 p.m.

You may find more information at www.boardofwatersupply.com/permitsapplications. If you have any questions, please call Service Engineering at (808) 748-5460.

Updated: 04/26/2021