California American Water Offers Ventura County Customers Additional Help after Mountain Fire
California American Water has activated its customer protection program for Ventura County District residents affected by the Mountain Fire. The program offers significant relief measures for customers in the Las Posas Estates water system who experienced mandatory evacuations, property damage, or displacement.
Key protections include suspension of disconnections and late payment fees through March 2025, adjusted payment options for up to one year, and bill adjustments for extraordinary water use. For customers whose homes were damaged or rendered uninhabitable, the company will waive water bills, reconnection fees, and facility fees. They will also offer reduced bills for periods when houses are unlivable.
California American Water ha attivato il suo programma di protezione per i clienti per i residenti del Distretto della Contea di Ventura colpiti dal Mountain Fire. Il programma offre misure significative di aiuto per i clienti del sistema idrico di Las Posas Estates che hanno subito evacuazioni obbligatorie, danni alla proprietà o dislocamenti.
Le principali protezioni includono sospensione delle disconnessioni e delle spese per pagamenti in ritardo fino a marzo 2025, opzioni di pagamento adeguate per un massimo di un anno e adeguamenti delle bollette per utilizzi straordinari di acqua. Per i clienti le cui abitazioni sono state danneggiate o rese inabitabili, la società annullerà le bollette dell'acqua, le spese di riallaccio e le tasse per i servizi. Offriranno anche bollette ridotte per i periodi in cui le case non sono abitabili.
California American Water ha activado su programa de protección al cliente para los residentes del Distrito del Condado de Ventura afectados por el Mountain Fire. El programa ofrece medidas de alivio significativas para los clientes del sistema de agua Las Posas Estates que han experimentado evacuaciones obligatorias, daños a la propiedad o desplazamientos.
Las principales protecciones incluyen suspensión de desconexiones y tarifas por pagos atrasados hasta marzo de 2025, opciones de pago ajustadas por un máximo de un año, y ajustes en las facturas por uso extraordinario de agua. Para los clientes cuyas casas han sido dañadas o se han vuelto inhabitables, la compañía eximirá las facturas de agua, las tarifas de reconexión y las tarifas de instalación. También ofrecerán facturas reducidas para los períodos en que las casas son inhabitales.
캘리포니아 아메리칸 워터는 마운틴 화재로 영향을 받은 벤투라 카운티 구역 주민들을 위해 고객 보호 프로그램을 활성화했습니다. 이 프로그램은 의무적으로 대피하거나 재산 피해를 입었거나 이사한 라스 포사스 에스테이트 수도 시스템 고객을 위한 중요한 구제 조치를 제공합니다.
주요 보호 조치에는 연체료 및 단수 중지의 정지가 2025년 3월까지 제공되며, 1년 동안 조정된 지불 옵션과 비정상적인 물 사용에 대한 청구서 조정이 포함됩니다. 주택이 파손되거나 거주 불가능한 고객의 경우, 회사는 수도 요금을 면제하고, 재연결 요금 및 시설 요금을 면제합니다. 또한 집이 거주 불가능한 기간 동안 청구서를 경감해줄 것입니다.
California American Water a activé son programme de protection des clients pour les résidents du district de Ventura County touchés par l'incendie de la montagne. Le programme offre des mesures de soulagement significatives pour les clients du système d'eau de Las Posas Estates ayant subi des évacuations obligatoires, des dommages matériels ou des déplacements.
Les principales protections comprennent la suspension des coupures et des frais de retard jusqu'en mars 2025, des options de paiement adaptées pendant un an maximum, et des ajustements des factures pour une consommation d'eau extraordinaire. Pour les clients dont les maisons ont été endommagées ou rendues inhabitables, l'entreprise renoncera aux factures d'eau, aux frais de reconnexion et aux frais d'installation. Ils proposeront également des factures réduites pour les périodes où les maisons sont inhabitables.
California American Water hat sein Kunden-schutzprogramm für die von dem Mountain Fire betroffenen Einwohner des Ventura County Districts aktiviert. Das Programm bietet erhebliche Entlastungsmaßnahmen für Kunden des Las Posas Estates Wassersystems, die unter obligatorischen Evakuierungen, Sachschäden oder Verdrängung gelitten haben.
Wesentliche Schutzmaßnahmen umfassen die Aussetzung von Abschaltungen und verspäteten Zahlungsgebühren bis März 2025, angepasste Zahlungsoptionen für bis zu ein Jahr sowie Rechnungsanpassungen für außergewöhnlichen Wasserverbrauch. Für Kunden, deren Häuser beschädigt oder unbewohnbar geworden sind, wird das Unternehmen Wasserrechnungen erlassen, Gebühren für die Wiederherstellung und Anschlusskosten. Außerdem werden reduzierte Rechnungen für Zeiträume angeboten, in denen die Häuser unbewohnbar sind.
- Implementation of comprehensive customer protection program through March 2025
- Financial relief through waived bills for affected customers
- Extended payment flexibility for up to one year
- Elimination of reconnection and facility fees for rebuilding customers
- Potential revenue impact from extended payment suspensions and fee waivers
- Increased operational costs due to extraordinary water use adjustments
Insights
The activation of California American Water's customer protection program in Ventura County represents a significant financial commitment that will impact the company's revenue stream through March 2025. The comprehensive relief package, including waived bills for destroyed homes, suspended disconnections and eliminated late payment fees, will create a temporary drag on local revenue. However, given AWK's
The long-term strategic benefit of maintaining customer goodwill and community relations in a key California market likely outweighs the short-term revenue impact. This type of proactive customer support can help strengthen AWK's regulatory relationships and support future rate case outcomes, which are important for utility companies' long-term profitability.
The extensive customer protection measures implemented by California American Water align with best practices in utility disaster response but go beyond typical industry standards in both scope and duration. The 15-month protection period through March 2025 is notably generous. The program's comprehensive approach, including bill adjustments for extraordinary water use and flexible payment options, demonstrates strong customer-centric policies that could set new benchmarks for utility disaster response.
This initiative may influence regulatory discussions and policy-making regarding utility companies' obligations during natural disasters. As climate-related events become more frequent in California, such customer protection programs could become increasingly important for maintaining utility companies' social license to operate.
Emergency Protections Enacted for Customers Impacted by Fire and Damage to Property
Customers who are struggling with property damage or displacement are encouraged to participate in our customer protection program. These protections are currently in effect and are designed to relieve the stress from families recovering from the impacts of the Mountain Fire and disruptions to their lives.
“The recent once-in-a-generation Mountain Fire had serious impacts on our communities,” said Jessica Taylor, Director of Operations, Southern Division, California American Water. “Assisting our customers impacted by the Mountain Fire will help relieve any stress and displacement they may have experienced.”
For all customers in the Las Posas Estates system, California American Water is extending the following relief measures:
- Suspending disconnections for non-payment through March 2025
- Waiving fees for late payment through March 2025
- Offering adjusted customer payment options for up to one year
- Offering bill adjustments for extraordinary water use resulting from the fire
California American Water recognizes that some customer homes may have been damaged because of the fires, and for those customers it will also:
- Waive water bills for those who lost their homes or have homes rendered uninhabitable
- Waive reconnection or facilities fees for affected customers when they are ready to rebuild
- Suspend deposits for affected customers who must reconnect to the system
- Offer a process to reduce water bills for the time period that a house is unlivable, even if the cause is unrelated to a loss of water service.
Customers are encouraged to contact California American Water at 888-237-1333 if they need billing assistance.
About California American Water
California American Water, a subsidiary of American Water, provides high-quality and reliable water and wastewater services to approximately 700,000 people. For more information, visit www.californiaamwater.com and follow California American Water on LinkedIn, Facebook, X, and Instagram.
View source version on businesswire.com: https://www.businesswire.com/news/home/20241210891103/en/
Media:
Brian A. Barreto
External Affairs,
626-388-7484
brian.barreto@amwater.com
Source: California American Water
FAQ
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