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Water shut offs resume for non-payment

LIHU‘E — The county Department of Water billing services has reported 262 delinquent accounts, resulting in about $193,000 in past-due payments.

While some of the delinquent accounts occurred prior to the COVID-19 pandemic, DOW deferred water-service shutoffs for non-payment in March 2020 due to the pandemic, but on Sept. 1 resumed collections procedures.

Qualified customers are encouraged to apply for utility bill-payment assistance through the county’s Coronavirus Rent and Utility Assistance Program to avoid a water-service shutoff for non-payment.

Information can be found online at or by calling 808-482-3777. Additionally, payment plans for delinquent water-service accounts can be arranged by contacting DOW at 808-245-5442.

DOW produces and delivers a monthly billing statement to all customers providing their monthly water-usage, account balance and other account information.

The department also delivers up to two additional payment-reminder notices to past-due accounts. An account that is past due for 90 days or more is considered delinquent and is subject to water-service shutoff for non-payment.

In addition to the notices and as an added courtesy, billing services personnel also contact delinquent account holders by phone to offer additional options such as payment arrangements.

If the account remains unpaid after 90 days, a “red-tag” notice is placed on the account’s water meter, indicating that a service shut-off has been arranged. DOW pays additional fees to produce and deliver notices to delinquent service accounts and manage collections proceedings. These fees are passed on to ratepayers.

Customers who experience a service shutoff due to non-payment can restore water services on the same business day by making payment in full by 11 a.m. Payments received after 11 a.m. are subject to an additional $125 fee for same-day service, or customers can request to have service restored the next business day at no additional cost.

Payments to restore services must be made in cash or online via the DOW’s customer account portal, with a proof-of-payment receipt emailed to

The DOW offers convenient bill-payment options for all customers. Payments are accepted by mail, online at, at the drive-thru payment drop box or in-person at their Lihu‘e office. In-person bill-payment services are available, and walk-ins are accepted from 8 a.m. to 4 p.m. weekdays except county holidays. No appointments are necessary.

For more information, contact DOW’s billing services at 808-245-5442 or via email at
Source: The Garden Island

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