HBWC’s Response to COVID-19
At HBWC, we remain committed to keeping you informed as we continue to deliver clean, safe and reliable water service to you during the COVID-19 public health emergency. COVID-19 is a rapidly developing and changing situation. Below are the actions we have taken to continue to help our customers through these challenging times.
Your water is safe to drink First, your water is safe to drink. The water system is a closed system and your water is disinfected with chlorine at levels that are effective in killing bacteria and viruses. We continue to test the water to ensure disinfections levels are maintained and the water is safe to drink. Water systems are considered to be critical infrastructure and our essential workers are still out every day making sure our customers continue to have reliable and safe services.
Please set up automatic bill payment or pay online Second, we encourage customers who typically pay their bill in person or by mail to consider alternative methods of payment as we are trying to cut down on the amount of paper processing to help reduce the exposure to any pathogens. Please call 808-965-9882 to set up payment online or automatic bill payment. When setting up online bill payment, our website asks for your phone number along with your account number as a security precaution. Many customers do not have a phone number in our system or have registered a mobile phone number that no longer exists. If you are having problems registering your account online, it is most likely due to the phone number needing to be updated in our system, you can do this by calling 808-965-9882. HBWC Office is closed until further notice Due to the “Safer at Home” orders from the Governor of Hawaii to help prevent the spread of the coronavirus. Customers who need to pay their bill should mail, drop off payments at the lockbox located on the office building, set up automatic payment, or pay online. Even though our office is closed to the public, HBWC is still operating and if you have any issues, please contact us at 808-965-9882. As necessary, HBWC staff will come and meet with you to discuss your concerns while maintaining social distancing standards.
Keeping the Water On Given the importance of personal hygiene in preventing the spread of the coronavirus, we have suspended billing-related service shutoffs through June 30, 2020. Please note that your water service may be temporarily interrupted for planned and unplanned work that may be performed in your area. We do want to be very clear that we will not be shutting off any water service other than for maintenance work. Please contact the office 808-965-9882 to make payment plans or arrangements to avoid disconnection once suspensions are lifted.
Suspended Late Fees We have suspended interest and penalties through June 30, 2020. If you are experiencing a financial hardship, please call 808-965-9882 to discuss your eligibility to enter into a payment arrangement. Customers should continue paying their bill at this time, although disconnections are currently suspended customers will still be ultimately responsible for paying for all services accrued during this time.
Implemented Social Distancing You may see our operators out performing work. For your safety and the safety of HBWC staff, we ask that you do not approach. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.
Information on Possible Scams Some scammers are using the COVID-19 emergency to their advantage. If you receive a call about your water bill and are unsure whether it is legitimate, please hang up and call the water company at 808-965-9882.
Additional Information
Hawaii Coronavirus information
Hawaii Public Utilities Commission Guidance on Consumer Protections (Order No. 37125)