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Updated: 07/15/2021
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Welcome to the Board of Water Supply (BWS) Customer Information Center Help page. For more information on commonly asked questions, click on the headings listed below.
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 >
BWS will end its suspension of water shutoffs for nonpayment of water and sewer bills on July 31, 2021. Customers who wish to avoid water shutoff will need to make payment or establish a payment arrangement before then. Information about financial support programs and the form to request a payment arrangement are available on the BWS website.
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.
How to Request a Payment Arrangement - Call: (808) 748-5070 - Email: collections@hbws.org - Complete a Request Form: Online Request Form | Fillable PDF
There are local, state and federal programs available to assist families and businesses who need some support. Information is provided as a courtesy for BWS customers. Programs and information are subject to change without notice.
(808) 204-4234 Pay bill from a touch-tone phone (24/7) Read news release (January 6, 2021)
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
1. Water Shut-Off BWS will end its suspension of water shutoffs for nonpayment of water and sewer bills on July 31, 2021. Customers who wish to avoid water shutoff will need to make payment or establish a payment arrangement before then. Information about financial support programs and the form to request a payment arrangement are available on the BWS website.
2. Payment Arrangements If you are unable to pay your bill in full, please pay what you can and contact us as soon as possible to develop a payment arrangement. Call (808) 748-5070, email collections@hbws.org, or submit a request via online request form or fillable PDF.
3. Support Programs If you are experiencing a financial hardship, there may be support programs available through various local agencies or nonprofit organizations. Information is subject to change without notice. LEARN MORE >
Starting Monday, April 26, 2021, 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:
Customers are also reminded that:
“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.”
If you have a question or concern regarding your bill, please contact the BWS Customer Care team:
BILLING DISPUTES - Call: (808) 748-5000, x5 - Submit a Billing Dispute Request: Online Form or Fillable PDF
If you wish to start a new service account in your name for your new residence, you may complete a Start Service Request Form online.
If you are terminating water service in your name for your current residence, you may complete the Stop Service Request Form online. Please be aware that all water and sewer charges will continue to be your responsibility until the BWS is notified to stop or disconnect service at the address listed for your account.
Effective Monday, November 30, 2020, please call (808) 748-5460 to schedule an appointment for in-person assistance for only New Water Services, and Segregation of Water Services.
MORE INFORMATION - Visit the BWS Website: BWS Permits & Applications - Call BWS Service Engineering: (808) 748-5460
We will continue to offer our convenient drop-off service that our customers have come to enjoy.
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 630 South Beretania Street, Monday - Friday, 7:45 a.m. to 4:30 p.m.
Large buildings planning to reopen for business should follow the Centers for Disease Control and Prevention (CDC) guidelines for flushing water lines at facilities where there has been low to no water use.
In March, to decrease the potential of community spread of the virus and to protect employees, BWS had cancelled or postponed BWS public events/activities and our participation in local events until further notice. This included the temporary closure of the Halawa Xeriscape Garden, as well as the cancellation of facility tours, workshops and ceremonies.
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