Hawaii American Water would like to inform you that customer service center and our outgoing email correspondence have been negatively impacted by Hurricane Sally and the related power outages. As we work to restore operations in a safe and efficient manner, you may experience some longer call wait times and email response delays. We apologize for the inconvenience and take pride in striving to provide you with the best service that you expect and deserve.


HAWAII AMERICAN WATER RESPONSE TO COVID-19

We hope this email finds you and your families well.

At Hawaii American Water we work hard every day to deliver clean, safe, reliable, and affordable water services because our customers deserve nothing less. We wanted to inform you of measures we are taking to assist our customers and employees during the COVID-19 crisis.

WE HAVE A PLAN

Hawaii American Water has activated our business continuity plan to strengthen our ability to provide reliable, high-quality service to our customers, continue to deliver water and wastewater services that meets all federal and state drinking water standards and protect our employees and customers during this public health crisis.

WE WON’T SHUT OFF YOUR WASTWATER

Given the importance of personal hygiene in preventing the spread of the coronavirus, we have suspended billing related service shut offs. We will continue to evaluate this suspension period and remain in compliance with state orders. Please note that your water service may be temporarily interrupted for planned and unplanned work that may be performed in your area. However, you will receive advance notice of any planned service interruptions and we will strive to keep interruptions to a minimum.

We are turning wastewater service back on for customers who were previously shut-off for non-payment. This includes customers whose water service was turned off for non-payment of sewer service. It may take some time to turn water back on, but we will work as quickly and safely as possible. For your safety and the safety of our employees, we ask that you do not approach our employees while they are performing this work. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.

WE’LL WORK WITH YOU

Hawaii American Water has also suspended late fees until further notice. If you’re experiencing a financial hardship, please call 1-800-685-8660 to discuss your eligibility to enter into a payment arrangement.

WE’VE IMPLEMENTED SOCIAL DISTANCING

For employee and customer safety, Hawaii American Water has also closed customer payments locations. Customers can pay online or by phone or through their bank’s bill payment process.

As a friendly reminder: Please make sure to update your emergency contact information on your MyWater account by visiting the link above.

For your safety and the safety of our employees, we ask that you do not approach our employees when you see them working in the field. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention. We have suspended all non-emergency in-home appointments. Contact with customers during emergency in-home appointments will be limited.

WE HAVE DRINKING WATER SAFETY INFORMATION

For additional information about the coronavirus and drinking water and wastewater, please visit:

WE CARE

The American Water Charitable Foundation announced a $100,000 contribution to Feeding America, to support food banks across the country. The Foundation will also match employee donations to Feeding America, or other eligible organizations, up to $1,000 per employee, in accordance with its matching gift guidelines.

ADDITIONAL CORONAVIRUS INFORMATION

For additional information about the coronavirus, please visit:

As always, thank you for your trust in Hawaii American Water as we continue to provide you with safe, clean, reliable water and wastewater services.