New Customer/Account Terms and Conditions

  1. By submitting this application, you accept responsibility and authorize the City of San Diego ("City") to bill you for charges and fees for water, sewer and storm drain services provided based on the information included in your application for water and sewer service.

    This agreement does not alter any other liability or obligations that currently exist between you and the City with regard to any other account(s) nor the City's Privacy Notice.

    The Frequently Asked Questions (FAQ) section provides additional information including online self-service invoice and payment options available via the City's Customer Care Center (CCC) online customer website.

    You may remit payment to the City using any method available, including the online option described above.

  2. The City will use commercially reasonable methods to authenticate the information provided in your application. You will not be able to enroll and submit a payment using the Customer Care Center website until the City verifies your information and processes your application.

    Once your application is approved and processed, you may enroll in the customer website, setup your online account services such as electronic notification when invoices are available and automated recurring payments.

  3. Payment of a security deposit is required to open a utility account with the City of San Diego. The security deposit will be included in your first bill/invoice and is based on the prior pattern of consumption at the service location. If the service location has no prior consumption history, the security deposit will be a standard deposit amount or be based on usage history at a similar service location. The security deposit requirement may be waived when the customer has an existing active account with a 12-month history of consecutive on-time payments. The City will increase the amount of the security deposit if the customer/account-holder fails to provide sufficient personal identification information such as a driver's license number when opening the account.

    The City may require an additional security deposit if one of the following events occur with your active account:

    • There is a poor history of on-time payment with the Public Utilities Department
    • Two (2) or more payments are returned unpaid within a one-year period
    • Water services are terminated/shut-off for nonpayment more than once during any one-year period
    • The water service is illegally turned on after shut-off at the service location

    The security deposits maybe released after 12 consecutive months of on-time payment.

  4. The City will timely process all applications.

    If you are not contacted and or do not receive confirmation that your application has been processed within two (2) business days of your request, please contact us by email at [email protected].

    IN NO EVENT SHALL THE CITY BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, INCLUDING LOST PROFITS (EVEN IF THE CITY WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES) ARISING IN ANY WAY OUT OF THE APPROVAL OF YOUR WATER AND SEWER SERVICE APPLICATION.

  5. If you identify a billing error or have a billing concern or question, please notify us immediately using any of the contact channels available on our contact page. Please provide the following information:

    1. Your name and contact information.
    2. Account number and service location/address
    3. Description of the error, concern or question. Please be specific and explain as clearly and concisely as possible Disputed Bills: Bills should be paid to avoid interruption of service.

    For billing errors and disputes, you may be required to send your dispute in writing within five (5) business days. Once received, your dispute will be reviewed and an investigation conducted. Typically, results of the investigation will be communicated within ten (10) business days of receipt and any error corrected promptly. In some cases, investigation and response may take up to an additional forty-five (45) calendar days. In such cases, billing and subsequent dunning activities such as termination of services will be delayed pending completion of the investigation and response.

    If it is determined that the original billing is correct, a written explanation will be mailed within three (3) business days after the completion of the investigation. You may ask for copies of all documents or evidence used to support the investigation outcome.

  6. You may not assign your rights or obligations under this agreement to any other party. The City may assign or delegate certain of its rights and responsibilities under this agreement to independent contractors or other third parties.

  7. The customer agrees to follow all of the City's municipal code requirements regarding regulation of the City's water system which can be found at City Clerks/Municipal Codes.

    This agreement shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflicts of law provisions. Any action or proceeding arising in connection with this Agreement shall be tried and litigated exclusively in the state court located in San Diego County. The choice of venue is intended by the parties to be mandatory and not permissive in nature, and to preclude the possibility of litigation between parties with respect to, or arising out of, this Agreement in any jurisdiction other than San Diego County. Each party waives any right it may have to assert the doctrine of Forum Non Convenience or similar doctrine or to object to the venue with respect to any proceedings brought in accordance with this section.

YOU SHOULD PRINT AND RETAIN THIS DOCUMENT FOR SAFEKEEPING AND REFERENCE AT ANY TIME DURING USAGE OF THE SERVICE. I HAVE READ AND UNDERSTAND THE PRECEDING AGREEMENT AND CONSENT TO BE BOUND BY ALL OF ITS TERMS, AND ANY AMENDMENTS, WHICH MAY BE MADE OCCASIONALLY IN THE FUTURE.