Updated COVID-19 Guidance for Water Companies

On July 31, Governor Inslee issued Proclamation 20-23.7, extending the temporary pause on utilities disconnecting service, refusing to reconnect service, and charging late fees through Oct. 15.

Utilities should proactively reach out to customers with overdue accounts to encourage customers to enter into payment arrangements. The proclamation also provides updated guidance for water utilities.

Guidance for Water Utilities:

Companies should inform customers about their customer assistance programs and how to receive assistance. Customers with overdue accounts should be contacted directly. All customers should be notified of available assistance programs by one of the following methods:

  • Notify all customers that a customer assistance program is available and provide a direct URL for the customer assistance program web page (if one exists) either by mail or email.
  • Direct email providing a copy of customer assistance options.
  • Electronic or hard copy customer bills and notifications.
  • Hard copy special announcement delivered through the U.S. Mail.

The Department of Health will serve as the single point of contact within state government for information sharing, guidance, and technical assistance for community water systems and their customers.

Read the complete guidelines on the Governor’s website.