OWASA Bill Assistance Information

Orange Water and Sewer Authority instituted a suspension of service disconnections due to non-payment in March 2020 in response to the COVID-19 pandemic.

As the Orange County State of Emergency prompted by the pandemic expired on May 1, 2022, at 5 p.m., OWASA will be resuming standard collection practices on June 1, 2022. Under standard collection practices, a customer is subject to service disconnection after missing two consecutive OWASA bills.

OWASA is offering 6-, 12-, and 18-month extended payment plans for any debt accrued before May 31, 2022. These payment plans will be fee-free and allow for customers to incrementally pay down debts accumulated during the pandemic while also paying their monthly OWASA bill.

You can register for an extended payment plan by filling out the forms linked below.

Help Paying Your Bill

OWASA understands the impact of the COVID-19 pandemic as it continues to affect our community. If you need assistance paying your OWASA bill, support is available from several resources to help pay down that debt. COVID-19 extended payment plans  must be signed up for before August 1, 2022, by filling out the below form.

COVID-19 Bill Assistance FAQs

Below are some of the most common questions we’re asked about our COVID-19 bill assistance resources. If you have any other questions, feel free to reach out to our Customer Service team.

Am I eligible for a special COVID-19 extended payment plan?

All residential customers with debt accrued before June 1, 2022, are eligible for special 6-, 12-, or 18-month fee-free payment plans.

All debt accrued after June 1, 2022, is not eligible for this special financing plan and will be subject to normal collection practices, including water shut-offs, late fees and other penalties.

Sign up for your 6-, 12-, or 18- month extended payment plan using the form linked above on this page.

How does the special COVID-19 extended payment plan work?

Your debt will be spread into equal monthly installments paid over 6-, 12- or 18- months, depending on your preference. For the duration of your plan, you will receive a special bill from OWASA in the mail and via email each month. This is what you must pay for the month, which includes the general monthly usage fees plus the payment-plan installment.

You may make additional payments or pay off your debt in full at any time. No late fees, interest, or penalties will be assessed on the debt that is part of the extended payment plan.  

For example:  

You have $500 in past-due OWASA bills and sign up for a 12-month payment plan. Your monthly installment will be $41.66. This installment amount will be added to your next 12 bills, until the debt is paid off.

How do I pay my monthly installments?

You may pay your monthly water bill, including the monthly special payment plan installments online, via text-to-pay, in person, by check, or over the phone.

If you use automatic draft to pay your OWASA bill, the minimum amount owed will be drafted (monthly usage charges and special payment plan installment for the month).

More information on payment options is available here.

NOTE: To pay online, you will need to enter in the correct amount found on your mailed paper bill or emailed bill each month NOT the total amount due. Your monthly payment amount will include your monthly usage charges and special payment plan installment for the month.

What if I miss payment on one of the monthly installments for a special COVID extended payment plan?

If you miss an installment of your extended payment plan, the entire payment plan will be voided and the entire amount will be due with your next bill. Missing an installment of your payment plan will count as a first missed payment. If the next payment is missed (for the entire amount), you will be subject to service disconnection.

There is support available from several sources to help customers pay down overdue water bills to avoid a water shut-off.

What if I want to make a larger payment or pay off the debt in full?

Payments that exceed the minimum charge (installment feed + monthly charge) will be applied to older balances to reduce the number of installments. No fees or penalties will be assessed.

What if I cannot pay my regular monthly bill payment?

Debt accrued after May 31, 2022, is not eligible for the special COVID-19 extended payment plan. Standard collection practices, including water shut-offs, will apply. Under standard collection practices, a customer is subject to service disconnection after missing payment on two consecutive bills. 

There is support available from several sources to help customers pay down overdue water bills to avoid a water shut-off.

Will OWASA charge fees for the special COVID-19 extended payment plan?

No interest fees, late-payment fees, or penalties will be assessed for the special payment plan. However, starting June 1, 2022, OWASA will return to standard collection practices. This means late fees and penalties will be applied to late, regular monthly bills received after June 1, 2022.

What is the deadline to sign up for the special COVID-19 extended payment plan?

The deadline for signing up for a special COVID-19 extended payment plan is July 31, 2022.

How do I read my special COVID-19 extended payment plan bill statement?

Here is a link to an example bill with a special COVD-19 extended payment plan. Link to example bill.

 

What if I need these materials in another language?

OWASA is partnering with the Refugee Community Partnership to provide translation services and assistance filling out the required forms in various languages. You can find more information about the Refugee Community Partnership on their website.

If you have questions unanswered by this page, feel free to contact OWASA. Send us an email at customerinquiries@owasa.org or call us at (919) 537-4343.