Customer Bill of Rights
As a valued Western Municipal Water District (Western Water) customer, you have certain rights that we respect and uphold. The rights and commitments below illustrate our unwavering pledge to enhancing your customer experience.
- The right to safe and clean water: Western Water meets all state and federal drinking water requirements and provides customers with an annual water quality report, the Consumer Confidence Report.
- The right to timely, clear and accurate billing: Western Water provides customers with 24/7 access to account information that accurately reflects their water usage and any applicable fees or charges.
- The right to timely and responsive customer service: Western Water is committed to answering your questions, addressing your concerns, and provide you with the support you need.
- The right to privacy and data security: Western Water takes the privacy and security of customers' personal information seriously. We comply with all local, Federal, and State laws and regulations to protect your information.
- The right to transparency and financial responsibility: Western Water's mission is to provide water supply, wastewater disposal, and water resource management to the public in a safe, reliable, environmentally sensitive, and financially responsible manner. Western Water is a municipal water district governed by the laws of California and we cannot and will not charge you more than what is necessary to provide service. We maintain a standard of exceptional integrity, honor, and respect through open communication and accessibility. Customers have access to and will receive clear and concise information about their water supply, including quality, quantity, and any changes to the services provided. Customers also have access to the Cost-of-Service Study Report, which provides the analysis used to determine Western Water's adopted rates.
- The right to complaint resolution: Western Water follows an established process to investigate and provide resolution to customer complaints. Customers have the right to file complaints and receive a prompt and thorough resolution to their concerns. This process includes, but is not limited to, a formal appeals process.
Western Water Service Commitments
Safe drinking water: Our commitment is to provide high-quality water that meets all state and federal drinking water standards, ensuring our customers have access to safe drinking water.
Water supply and service reliability: We understand the importance of reliable water service and invest in reliability projects to secure water supply for our customers and the region.
Efficient operations: Our commitment is to operate our water system in an effective and efficient manner, using the latest technology and best practices to ensure cost-effectiveness and environmental sustainability.
Timely and responsive customer service: We are committed to providing responsive and timely customer service and will make every effort to respond to inquiries within 24 hours. Water emergencies can be reported and will be supported 24/7.
Timely, clear, and accurate billing: We are dedicated to providing clear and informative billing statements. We will offer prompt explanations for any questions about customer bills.
Transparent communication: Our commitment is to communicate with customers in a clear and transparent way about water supply, including quality, quantity, and availability.
Water use efficiency: Efficient water use has become a fundamental part of Southern California's culture, regardless of the weather or season. At Western Water, we are committed to promoting sustainable water use practices and efficiency in our community. We will provide resources and information to help customers use water efficiently and reduce water waste.
Community engagement: Our commitment is to engage with our community and work collaboratively to understand their needs and concerns. We value community input and will actively seek feedback to inform our decisions.
Continuous improvement: We are dedicated to continuously improving our customers’ experience. Our team will regularly review operations and seek customer feedback to identify improvement opportunities. We will proactively implement changes to enhance our services and meet the evolving needs of our customers.