Customer Service FAQs

We will need your service address or TMK to determine the status of your property. You will need to come into one of our offices to complete an Application for Water and Sewer Service and pay any fees required to establish service in your name.

A $150 Credit Deposit may be charged in order to establish service in your name.

Most billing cycles are every two months, or 6 times a year.

We try to have your meter read each billing period, but if for some reason we are unable to do so, we will estimate your consumption based on your recent average water use.

Existing customers who are interested in updating their contact phone number or mailing address, can call our Customer Service Section at (808) 961-8060 with that information.

Closing date must be a current or future date. The account service holder must call us at (808) 961-8060 at least three business days before the requested closing date.

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. You must be farming on a commercial basis. Upon receipt of the application, we will then conduct a field investigation and notify you of our decision.

We can mail you a copy or you may get a copy of the Water Quality Report from the Water Quality section of the DWS website.

Automatic Bill Payment FAQs

With Automatic Bill Payment (ABP) service, your participating financial institution can pay your water bill by automatically deducting the amount due from your checking account.

Mail a completed Automatic Bill Payment (ABP) Authorization form to:

Department of Water Supply
Customer Service
345 Kekūanaōʻa Street
Hilo, HI 96720

Your financial institution automatically deducts the amount due for your water bill from your checking account.

Deductions will be made on or within a few days of the due date noted on your bill.

It’s free!

You may stop your automatic payment by contacting DWS with your request at least 10 days before the due date noted on your bill.

You will be assessed a $20 returned payment fee by DWS as well as any fees assessed by your financial institution.

Call DWS Customer Service at (808) 961-8060. Or contact us via e-mail at dws@hawaiidws.org.

Paying My Bill FAQs

  • Check or Money Order. You can mail a check or money order in the envelope enclosed with your bill along with your bill stub. Or, you may visit one of our offices islandwide: Hilo Main Office (345 Kekūanaōʻa Street, Suite 20), Kona Office (78-6717 Māmalahoa Highway) or our Waimea Office (65-1234 Opelo Road). 
  • Automatic Bill Payment. For your convenience, DWS offers automatic bill payment, which automatically deducts the amount you owe from your checking account and transfers it to DWS. To enroll, mail a completed ABP authorization form to DWS. For questions, please call (808) 961-8060.
  • Pay By Phone. You can make a credit or debit card payment over the phone by calling (844) 216-1994, any time, 7 days a week.
  • Pay Online. You can make a credit or debit card payment online at www.hawaiidws.org, by clicking the “Pay Your Bill Online” button on our home page or on the “How to Pay Your Bill” page (under the “Customer Service” drop-down menu).

Please mail your bill payment to:

Department of Water Supply
Customer Service
345 Kekūanaōʻa Street
Hilo, HI 96720

  • If payment is not received by the Due Date noted on your bill, then the amount is considered delinquent and your water service is subject to discontinuation.
  • If you received a Shut Off Notice from DWS, the delinquent amount must be received and posted by the deadline date or your water service may be discontinued.
  • If your water service is discontinued for nonpayment, you will be required to pay the delinquent amount, a reinstallation fee, and a credit deposit before water can be restored.

Unfortunately, we are unable to provide this service with the technology we have in place.

No, paying your bill online or by phone is free!

Visa, MasterCard, American Express, or Discover cards are accepted.

Yes, any amount can be paid online but customers should keep in mind that balances more than 30 days past due will incur late payment fees.

Yes, the quickest way for us to receive a payment is either online or by phone.

No, we are only able to deliver water bills to customers by mail.

No, storage of credit card information for recurring payments is not available for online payments at this time.

Click the “Pay Online” button on our home page or on the “How to Pay Your Bill” page (under the Customer Service drop-down menu).

Water Rate FAQs

The Department of Water Supply’s mission is to provide a safe, dependable, and affordable water supply now and into perpetuity for the island of Hawaiʻi. The water rate funds the maintenance and replacement of the island’s aging water infrastructure to meet DWS’ operational requirements and to ensure system reliability.

Changes in water rates is needed to cover the increasing cost of running a department with many moving parts, including servicing customers, sales, water systems, and infrastructure.

The Power Cost Charge provides the Department of Water Supply (DWS) with the ability to recover electrical costs incurred from delivering water to customers.

For the current Power Cost Charge rate, please refer to the Water Rates Brochure listed under the “Customer Service” menu of our website.

The Power Cost Charge is calculated by dividing power costs incurred by the Department by gallons of water consumed.

The Water Board approves the power cost charge after holding a public hearing.

DWS is committed to cost-efficient operations, and we’re doing many things to keep our electricity costs down. This includes running our pumps, when possible, during non-peak hours and upgrading our equipment to more energy efficient models. Additionally, we continuously explore ways to optimize and manage our energy consumption.

Yes, other water and electric utilities in the state have similar charges.