News Release

For Immediate Release
October 28, 2021

BWS to Re-Open Lobby November 1, 2021, for Walk-in Payments and Appointment-Only Customer Service

Due to COVID-19, customers advised to check first before coming to BWS

HONOLULU – Beginning November 1, 2021, the Board of Water Supply (BWS) will re-open the Public Service Building lobby, located at 630 S. Beretania Street, by appointment only during normal business hours. Visitors requiring in-person services at the BWS are advised that the BWS will be operating its public lobby under the “Safe Access Oahu” program. Visitors must provide proof of full vaccination against COVID-19 or a negative COVID-19 test result (results within the last 48-hours). More information can be found online here: https://www.oneoahu.org/safe-access-oahu/#patrons.

No appointment is necessary to make water and/or sewer bill payments. Regular business hours are Monday-Friday, 7:45 a.m. to 4:30 p.m., except for state holidays.

Customers can contact the BWS by calling (808) 748-5000, emailing customerservice@hbws.org or visiting BWS’s online Customer Information Center at hbws.me/help.

“We are pleased to restore limited in-person customer services by appointment only at this time,” said BWS Manager and Chief Engineer Ernest Lau. “We appreciate our customers’ patience as we work carefully and diligently on procedural changes for our lobby that will allow us to protect the safety of our customers and our staff as we re-open this area for business during the pandemic.”

The BWS continues to encourage the public to obtain service by phone or online when feasible. If in-person service is needed:

• Account and Billing Services
  • Customer Care staff can assist customers with most of their needs without them having to come in. Visit our website at hbws.me/help or email customerservice@hbws.org.
  • The BWS urges anyone experiencing financial hardship to visit our website at hbws.me/help to obtain information about financial support programs and, if needed, fill out a form to request a payment arrangement. Customers may also call (808) 748-5070 for assistance.
  • Call (808) 748-5070 to schedule an appointment to receive in-person assistance with water service and account questions.
• New Water Service and Plan Review for Permits
  • Customers can also use the BWS’s convenient permit review drop-off service at the mauka side of our Public Service Building at 630 S. Beretania St. in Honolulu. Visit our website at hbws.me/permits or email serviceeng@hbws.org.
  • Call (808) 748-5460 to schedule an appointment to receive in-person service with requests for new water services and segregation of water services. The BWS offers various bill payment options.

Customers can obtain account information and pay their bills 24/7:

• Online at www.boardofwatersupply.com.
• By phone at (808) 204-4234 through our pay-by-phone service.
• By mail at P.O. Box 135037, Honolulu, Hawaii 96801-5037.
• Automatic deduction from the customer’s checking or savings account.
• Through our payment drop box outside of the building.
• With Cashiering staff in the lobby during normal business hours. No appointment needed.

For more information, go to www.hbws.me/help.

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About the Board of Water Supply

The Board of Water Supply (BWS), a semi-autonomous agency of the City and County of Honolulu, manages Oahu’s municipal water resources and distribution system.  As the largest water utility in the State, the BWS serves approximately one million customers on Oahu.  The BWS embraces its mission of “Water for Life – Ka Wai Ola” – to provide a safe, dependable, and affordable water supply, now and into the future.  Uwē  ka lani, ola ka honua – “When the heavens weep, the earth lives.” For more information, visit www.boardofwatersupply.com, follow @BWSHonolulu or like the BWS’s Facebook page at http://www.facebook.com/BWSHonolulu.

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Contact:

Kathleen Elliott-Pahinui
Information Officer
Honolulu Board of Water Supply
Phone: (808) 748-5319