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Updated: 04/26/2021

BWS COVID-19 UPDATES
See updates related to the coronavirus pandemic. 

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.

BWS Beretania Lobby Re-Opening - Updated 11/30/2020

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 >

Related Links


No Water Shut-Offs - Updated 03/18/2021

Please be advised that the Board of Water Supply (BWS) would never shut off water due to non-payment without advance written notification. BWS has temporarily suspended water shut-off due to nonpayment through Wednesday, June 30, 2021, due to the emergency situation caused by the COVID-19 global health pandemic.

REQUEST A PAYMENT ARRANGEMENT

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

FINANCIAL SUPPORT PROGRAMS

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.


Payment Options - Updated 01/06/2021

PAYMENT BY CONTACT INFORMATION PAYMENT ACCEPTED
Online




 
https://hbws.mysecuredservices.com/

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
Mail

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

 
Payment Drop Box
 








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

payment drop box
Check or Cash








 
Phone



 

(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



 

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.

Financial Hardship - Updated 03/18/2021

Ways We Can Help
 

1. No Water Shut-Off
To assist customers who are facing financial difficulties because of the coronavirus outbreak, the Board of Water Supply (BWS) has temporarily suspended water shut-off due to nonpayment through Wednesday, June 30, 2021. 

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 >


Temporary Extended Outreach Hours - Added 04/26/2021

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:

  • 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.”

Billing Disputes

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

Water Service Requests

Start Water Service:

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.

​Stop or Disconnect Water Service:

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.

Related Links


New Water Service / Segregation of Water Services

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

Looking for information regarding your plan or permit review?

We will continue to offer our convenient drop-off service that our customers have come to enjoy.


Building Permit Review

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.

MORE INFORMATION
- Visit the BWS Website: BWS Permits & Applications
- Call BWS Service Engineering: (808) 748-5460

Related Links


Guidance for Large Buildings

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.

Additional Resources:


BWS Public Events

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.

As of Thursday, June 18, 2020, the Annual Open House and Unthirsty Plant Sale, traditionally held the first Saturday in August each year, has also been cancelled, in effort to mitigate the possible spread of COVID-19 in the community. BWS and the Friends of Halawa Xeriscape Garden (FOHXG) are looking at potential alternatives for this event later this year. More information will be provided as details become available.


Updated: 04/26/2021