Consumer Services FAQ
- I've misplaced my original DC WASA bill. How
can I find out how much I owe?
You have three easy options:
- Access MyAccount
- Your online account service.
- E-mail us at
custserv@dcwasa.com
- be sure to include your full name, phone number, and service
address
- Call Customer Service at 202-354-3600
- you may use our automated system or speak to a Customer
Care Associate
- Where is your business office?
810 First Street NE (street level)
Washington, DC
Hours: 8 a.m. — 5 p.m., Monday through Friday
- Do you have a drop box?
Yes. Our drop box is at
810 First Street NE (street level)
Washington, DC
- What are my payment options?
You may pay by credit card, personal check, money order or cash.
- The credit card payments may be made via online, telephone,
walk-in or mail-in
- Personal checks are accepted through the mail and walk-in
- Cash is accepted via walk-in only
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- Do you have a budget-planning program?
Yes! DC WASA has Budget Billing, a program that evenly spreads the
cost of your water and sewer bills over the entire year. Your
average monthly payment is based on historical water/sewer usage.
For more information call 202-354-3600 to speak with a Customer
Care Associate.
- I cannot pay my bill in full. What should I
do?
You may be eligible for an extension of payment terms. Please call
Customer Service 202-354-3600 and speak with a Customer Care
Associate.
- Do you have a payment assistance program?
Yes, DC WASA offers the following programs:
- Customer Assistance Program (CAP)
- Administered by the District of Columbia's Department
of the Environment Energy Office. CAP provides eligible
customers with a discount of up to 400 cubic feet of water
per month, a current savings of up to $22.44. For more
information, contact the District Department of the
Environment at 202-673-6750.
- Extended payment plans for eligible customers
- Please call 202-354-3600 to speak with a Customer Care
Associate.
- Serving People by Lending A Supporting Hand (SPLASH)
- SPLASH is a DC WASA program that helps customers maintain
critical water and sewer service in times of financial
emergencies. SPLASH is funded solely by contributions
from our customers and the community, and every dollar
we receive is distributed to eligible customers. Please
call 202-354-3600 for more information.
- What should I do if I believe that my bill
is incorrect?
You may challenge it by following the
Bill Dispute Procedure. If you
choose not to pay the disputed bill, you must challenge it within
10 days of receipt of the bill. If you pay the disputed bill, you
must challenge it before receiving your next bill.
- If I receive a bill with estimated usage, am
I still responsible for paying that amount?
Yes. However, if you believe the estimated amount is too high, you
may challenge it by following the Bill
Dispute Procedure.
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- I haven't paid my bills; how do I know if my
water is scheduled for disconnection?
Call the Customer Service 202-354-3600 and speak with a Customer
Care Associate.
- What are DC WASA.s water and sewer rates?
Please see Understanding Rates for
information on our current rates.
- How can I tell if my payment has been
received?
There are several ways to check on your payment:
- Access MyAccount
- your online account service
- Email us at
custserv@dcwasa.com
- be sure to include your full name, phone number, and
service address
- Call our Customer Service at 202-354-3600
- use our automated system or ask for a Customer Care
Associate
- What information do I need to register
online and access my account?
You just need your account number to get started. View a short demo
and find out all the benefits of
MyAccount. Or you can call Customer Service 202-354-3600 for
assistance.
- Can I read my meter myself and contact DC
WASA with the usage?
Yes. You may read your meter and call Customer Service at
202-354-3600 to give us the read, or you may email us at
custserv@dcwasa.com
— be sure to include your full name, phone number, and
service address. Please see Reading
Your Water Meter for instructions.
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- My water and sewer services have been stopped
for non-payment. How can I restore my services?
Please call Customer Service at 202-354-3600, and a Customer Care
Associate will let you know the amount that is owed. Once payment
has been received, your services will be restored within 24 hours.
- Who do I contact to have my water quality
tested?
Please call the Department of Water Services at 202-612-3440.
- I am selling my property. What do I need to
do to stop my services?
You must submit a written request to us with your full name,
telephone number, service address, the date of settlement, and
your current mailing address. You may contact us by:
If you have questions, please call Customer Service at 202-354-3600.
We do not accept requests from tenants to discontinue service.
- I am purchasing a home. How do I establish
service?
Please fax a copy of your settlement statement to Customer
Service 202-354-3711, or mail it to:
DC Water and Sewer Authority
810 1st Street, NE
Suite 1100
Washington, DC 20002
- I am renting my property and would like to
have a final bill issued. However, I do not want the services
disconnected. What should I do?
Please ask the property owner to call Customer Service at
202-354-3600. We're unable to process this type of request from a
tenant.
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