Department of Water Supply 2026: Pay Bill, Phone, Service & Leak Help
People searching “Department of Water Supply” often land on the wrong payment page because several places use similar names. This guide is built around the official Department of Water Supply, County of Hawaiʻi route: online and phone payments with no transaction fee, Hilo/Kona/Waimea/Kaʻū customer-service contacts, 24/7 leak and broken-main reporting, start/stop service steps, the $150 credit deposit, bi-monthly billing, leak-check instructions, water rates and water-quality reports.
Choose Your Department of Water Supply Task
Hawaiʻi County Department of Water Supply Contacts That Matter
| Need | Official detail | Best action |
|---|---|---|
| Water emergencies | 808-961-8790, 24 hours a day, all districts | Broken mains, low water pressure and leaks. |
| Hilo Customer Service | 808-961-8060 | Start/stop water service, bill payments and billing questions for Hilo-side customers. |
| Waimea Customer Service | 808-887-3030 | Waimea office/baseyard customer service, billing and service support. |
| Kona Customer Service | 808-322-0600 | Kona office/baseyard customer service, billing and service support. |
| Kaʻū Customer Service | 808-929-9111 | Kaʻū office/baseyard customer service and service routing. |
| Administration / general | 808-961-8050 | Manager-Chief Engineer, Deputy, Water Board, complaints, public relations, HR and finance routing. |
| Engineering / water quality | 808-961-8670 | Water quality information, complaints and backflow prevention questions. |
| dws@hawaiidws.org | General written contact; use emergency phone for urgent leaks or broken mains. |
How to Pay a Hawaiʻi Department of Water Supply Bill
Use the official online portal
Open customerconnect.hawaiidws.org or the official How To Pay Your Bill page. DWS says online payments have no transaction fees and reflect as soon as the transaction is accepted.
Pay by phone if easier
Call 844-216-1994. DWS says phone payment is toll-free, has no transaction fees and reflects as soon as the transaction is accepted.
Mail only when not urgent
DWS says to allow 5 business days for mail payment posting. Submit payment using the envelope and remittance stub provided with your bill.
Use Automatic Bill Payment for checking-account autopay
DWS Automatic Bill Payment uses checking accounts only. The FAQ says ABP is free, and deductions happen on or within a few days of the bill due date.
Save proof
Keep your payment amount, date, account number, service address, confirmation number, payment method and screenshot or receipt until the payment posts.
DWS Payment Offices: Hilo, Kona and Waimea
| Payment office | Address | Phone | Payment hours |
|---|---|---|---|
| Hilo Main Office / Waiākea Office Plaza | 345 Kekūanaōʻa Street, Suite 20, Hilo, HI 96720 | 808-961-8050 | Monday-Friday, 8:00 a.m.-4:00 p.m. |
| Kona Baseyard / Office | 78-6717 Māmalahoa Highway, Holualoa, HI 96725 | 808-322-0600 | Monday-Friday, 7:15 a.m.-3:15 p.m. |
| Waimea Baseyard / Office | 65-1234 Opelo Road, Kamuela, HI 96743 | 808-887-3030 | Monday-Friday, 7:15 a.m.-3:15 p.m. |
Start Department of Water Supply Service in Your Name
Confirm your service address or TMK
The FAQ says DWS needs your service address or TMK to determine the property status before putting the bill in your name.
Complete the water service application
Use the official Application for Water Service. The form asks for service location, requested start date, TMK/lot, property owner, customer information, ID and emergency notification preference.
Attach a valid government-issued photo ID
The application says to submit a copy of a valid government-issued photo ID with the completed form.
Wait for approval and fee instructions
DWS says the application is subject to review and approval. Once approved, you will be contacted to submit required fees, including a refundable $150 credit deposit.
Submit through the official route
The application says it can be submitted by email to Billing@hawaiidws.org or mailed to 345 Kekūanaōʻa Street, Suite 20, Hilo, HI 96720.
Stop DWS Service or Close an Account When Moving Out
The DWS FAQ says the closing date must be a current or future date. The account service holder must call at least three business days before the requested closing date, and all water/sewer charges remain your responsibility until you notify DWS to terminate service in your name.
| Move-out step | What to do | Why it matters |
|---|---|---|
| Pick closing date | Use a current or future date, not a past date. | DWS FAQ says closing date must be current or future. |
| Call early | Call customer service at least three business days before closing. | Avoid being billed after you move out. |
| Prepare account details | Have account number, service address, name, phone, closing date and forwarding address. | Customer service can identify the account and final billing address. |
| Ask about final bill | Ask when final charges will be calculated and how deposit/credit will be handled. | Prevents missed final bill or refund communication. |
Delinquent DWS Bill, Final Notice or Water Shutoff Risk
If you received a Shut Off Notice
The FAQ says the delinquent amount must be received and posted by the deadline date or service may be discontinued.
If service is already discontinued
DWS says you may be required to pay the delinquent amount, a reinstallation fee and a credit deposit before water can be restored.
| Situation | Best action | Why |
|---|---|---|
| Bill due date is close | Use online or phone payment because DWS says payment reflects when accepted. | Mail can take 5 business days to post. |
| Balance is more than 30 days past due | Pay as soon as possible and call customer service if shutoff timing is involved. | FAQ says balances more than 30 days past due incur late payment fees. |
| Online partial payment | DWS says partial payments are accepted online, but verify impact on shutoff risk. | A partial payment may not fully prevent disconnection if a deadline remains. |
| Payment did not post | Call customer service with confirmation number, amount, account number and payment date. | Staff need proof to review posting status. |
High Bill or Leak? Use the DWS Meter Test First
DWS says the best way to determine if you have a leak is by first checking your water meter. If you do not know the meter location, call Customer Service to get the meter location.
Stop all water use
Make sure no water is being used inside or outside the property. Turn off faucets, irrigation, hoses, appliances and fixtures.
Check the leak indicator
DWS says the leak indicator may be a small triangular dial or small silver wheel that rotates when water is flowing. If it moves while all water is off, you likely have a leak.
Use the one- to two-hour reading test
Take a meter reading, wait one or two hours with no water use, and take another reading. If the reading changes, DWS says you have a leak.
Decide inside vs. outside leak
Shut off the home’s main valve and check the meter again. If the indicator stops, the leak is likely inside. If it continues, the leak is likely outside between the meter and the house.
Call a plumber if you cannot locate it
DWS says if you are unable to locate the leak, you may need to call a plumber.
2026 Department of Water Supply Rates: What Customers Should Notice
The official Water Rates brochure is effective July 1, 2026. It explains that water bills can include standby charge, consumption charge, power cost charge and energy CIP charge.
| Charge type | What it means | Why it matters on your bill |
|---|---|---|
| Standby charge | Minimum monthly service charge based on meter size. | You may see a charge even with low water use. |
| Consumption charge | Service charge based on water used. | Leaks, irrigation and household changes raise this part. |
| Power Cost Charge | Charge to offset pumping/electric power costs. | Water delivery in Hawaiʻi is energy-intensive, so power cost can affect the bill. |
| Energy CIP Charge | Charge for projects improving energy efficiency. | It supports capital projects separate from usage. |
| Late payment penalty | Brochure notes late payment penalty of 1% per month on unpaid account balances outstanding for more than 30 days. | Pay before the due date and confirm posting if shutoff notice exists. |
Water Quality Reports and Water Quality Questions
DWS publishes Water Quality Reports by region and lists 2025 reports on its official water-quality page. The contact page lists Engineering / Water Quality at 808-961-8670 for water quality information, complaints and backflow prevention.
What to Say When Calling DWS
| Situation | Say this | Have ready |
|---|---|---|
| Pay bill / payment status | “I need help with my DWS bill payment or payment posting.” | Account number, service address, payment amount, payment date, confirmation number. |
| Start service | “I need to put water service in my name at [address/TMK]. What fees and documents are required?” | Service address, TMK, photo ID, application, mailing address, phone and email. |
| Stop service | “I need to close my DWS account on [future date] and provide a forwarding address.” | Account number, service address, closing date, forwarding address, account holder details. |
| Broken main / low pressure / leak | “I’m reporting a water emergency at [exact location]. The issue is [broken main/low pressure/leak].” | Exact address, cross street, visible water, safety risk, affected properties, callback number. |
| High bill / leak check | “My bill is higher than usual. I checked the meter leak indicator and want help reviewing usage.” | Current bill, prior bill, meter reading, leak test notes, repair invoice if any. |
| Water quality | “I have a water quality question or complaint and need the correct DWS contact.” | Location, water appearance/odor/taste issue, date/time, photos if useful, whether neighbors are affected. |
Department of Water Supply Office Map and Visit Checklist
The main DWS Hilo office is listed at 345 Kekūanaōʻa Street, Suite 20, Hilo, Hawaiʻi 96720. DWS also lists offices/baseyards in Kona, Waimea and Kaʻū.
Hilo Main Office / Waiākea Office Plaza
Use this map for the main Hilo DWS office, payment, application and customer-service visits.
Official Department of Water Supply Links Used in This Guide
DWS Home
Main Department of Water Supply website for Hawaiʻi County customers.
Open DWS WebsiteHow To Pay Your Bill
Official online, phone, mail, in-person and automatic bill payment details.
Open Payment PageDWS Contact
Islandwide offices, water emergency number, customer-service phones, engineering and email contacts.
Open Contact PageDWS FAQs
Start service, stop service, billing cycles, delinquent accounts, payment options and water-rate questions.
Open FAQsWater Service Application
Official application PDF for water service, ID requirement, deposit note and submission route.
Open ApplicationHow to Detect for Leaks
Meter leak indicator test, one- to two-hour reading test and inside/outside leak check.
Open Leak GuideWater Rates Brochure
Effective July 1, 2026 rates, standby charges, consumption, power cost and energy CIP charges.
Open RatesWater Quality Reports
2025 water quality reports by region plus chloride and sodium results links.
Open ReportsKona Office Directions
Directions to 78-6717 Māmalahoa Highway, Holualoa, HI 96725.
Open Kona MapDepartment of Water Supply Bill Pay, Phone, Service and Leak FAQs
How do I pay a Department of Water Supply bill online?
For Hawaiʻi County DWS, open the official How To Pay Your Bill page or Pay Online. DWS says online payments have no transaction fees and reflect when accepted.
What is the Department of Water Supply pay-by-phone number?
DWS lists pay-by-phone at 844-216-1994. The official page says it is toll-free and has no transaction fees.
What is the DWS water emergency number?
Call 808-961-8790, 24 hours a day, all districts, for broken mains, low water pressure and leaks.
What customer service number should I call?
DWS lists customer service by district: Hilo 808-961-8060, Waimea 808-887-3030, Kona 808-322-0600, and Kaʻū 808-929-9111.
How often does DWS bill customers?
The FAQ says most billing cycles are every two months, or six times a year.
Is there a deposit to start water service?
Yes, a $150 credit deposit may be charged to establish service in your name. The water service application also references a refundable $150 credit deposit after approval.
How do I stop DWS water service?
The FAQ says the account service holder must call 808-961-8060 at least three business days before the requested closing date. Charges remain your responsibility until you notify DWS to terminate service.
Can I pay DWS by mail?
Yes. DWS says to allow five business days for posting and to use the envelope and remittance stub provided with the bill. The FAQ lists mail payment to Department of Water Supply, Customer Service, 345 Kekūanaōʻa Street, Hilo, HI 96720.
Does DWS accept partial online payments?
The FAQ says any amount can be paid online, but customers should remember that balances more than 30 days past due will incur late payment fees.
Can I view my DWS bill online?
The FAQ says DWS is unable to provide online water-bill viewing with the technology in place. Use the mailed bill and official customer service for account questions.
How do I test for a leak?
Turn off all water, check the meter leak indicator, or take a meter reading and check it again after one or two hours with no water use. If the reading changes, DWS says you have a leak.
Where can I find DWS water quality reports?
Use the official Water Quality Reports page. DWS lists 2025 reports and region links from that page.
Best Way to Handle a Department of Water Supply Task
For the fastest result, keep your account number, service address, TMK, bill, payment confirmation, ID, application, closing date, forwarding address, leak-test notes or water-quality concern ready before calling or visiting.
Editorial note: This guide summarizes official Department of Water Supply, County of Hawaiʻi public resources for easier customer use. Phone numbers, office hours, payment rules, deposits, rate schedules, shutoff procedures, water-quality reports, emergency routing and service-application requirements can change. Confirm final details directly on official hawaiidws.org, customerconnect.hawaiidws.org, your printed DWS bill, or with DWS staff before paying, visiting, applying, closing service or reporting an emergency.