Independent U.S. water utility directory · 2026 edition
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Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Notice and timing

How delinquency is handled

Grace period after the due date

Bills are due in full upon presentation, but no additional charges are added if payment is received by 4:00 p.m. within 25 calendar days after the date printed at the top of the bill. The City treats payment after that 25-day point as delinquent and starts the disconnection process; payments are credited when received, not when mailed.

Late-fee calculation

The late-payment charge is $10.00 or 10% of the account balance, whichever is greater, when the payment is received after the 25-day delinquency point. The City mails a Late Payment Notice showing the original balance and late-payment charge. A customer established as low-income may request one late-payment-charge waiver every 12 months; the City policy also permits bill review, payment arrangements, and an appeal while requiring the undisputed portion to be paid or deposited.

Disconnection timeline

Day 0 is the bill date; payment is due upon presentation. At 25 calendar days, payment not received by 4:00 p.m. becomes delinquent and the $10-or-10% late charge applies. The City sends a Late Payment Notice; if the full balance is not paid within 10 days of that notice, it sends a bold Notice of Termination to the account address and, when different, to the service address addressed to Occupant. Residential water may be discontinued only after the bill has been delinquent for more than 60 days, and the formal notice is delivered at least seven business days before discontinuation. Reconnection requires payment in full, including delinquent charges, late charges, and the applicable reconnection charge.

Statutory warning protocol

What notice should you expect?

San José mails a Late Payment Notice with the balance and late-payment charge, followed by a bold Notice of Termination if payment is not made within 10 days of the initial late notice. The termination notice is mailed to the customer’s account address and to Occupant at the service address when different, and is sent at least seven business days before service is discontinued. A door tag is used when mail is undeliverable, when the account holder is not the service-address occupant, and for established low-income or vulnerable customers; the City may also make a courtesy telephone call to the number on the account. Notices are available in English, Chinese, Korean, Spanish, Tagalog, and Vietnamese. Customers age 65 or older or dependent adults may designate a consenting third party to receive delinquency notices.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

After disconnection, the customer must pay the entire account balance and all charges related to disconnection before reactivation, then speak with a Customer Contact Center representative to schedule restoration. The City’s published Council Resolution 79264 fee schedule, cited in the City’s municipal billing audit, lists a $55 regular-hours reconnection fee for ordinary customers, a $50 regular-hours fee for established low-income customers, and a $95 after-hours fee for both categories. Exact current billing lines are established by the Council resolution and should be confirmed with (408) 535-3500 before payment; qualifying low-income customers may receive the regular-hours discount, but not the after-hours rate reduction.

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from San José Municipal Water System (Muni Water) – City of San José Environmental Services Department should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

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