Protect yourself and your home from water utility service imposters with these tips:

Person at Your Home

• City water utilities workers never need to enter your home unless you schedule a water use survey appointment. Water samples taken by the City are taken from outside of the home, so entering your home is not necessary.
• City water utilities staff does not repair plumbing on private property or test water inside private residences.
• City employees do not collect payment for water bills in person or engage in door-to-door sales. In addition, a water utilities employee does not deliver rebates or refunds.
• City water utilities personnel may knock on your door as a courtesy to let you know of nearby maintenance or emergencies like a water main break, but they do not need access to the inside of your home and have no reason to ask to come inside.
• Check for an official City of San Diego employee identification badge.
• Check their vehicle. City Public Utilities Department employees usually drive a vehicle displaying the City of San Diego logo. Some City employees, such as water meter readers, drive personal vehicles; however, proper identification is always carried.
• If someone is trying to enter your home without your permission, call 9-1-1 and report it.

Phone Calls

• If you receive a phone call from a person claiming to work for the City, Public Utilities or “the water department,” and the caller asks for payment over the phone, it’s a scam.
• We never proactively contact customers to get their credit card, banking or other financial information over the phone. Even if you have a past-due balance that needs to be paid, we’ll always provide past-due notices.

Text Messages and Emails

Some scammers try to solicit money from customers via email or mobile devices.

• The City Public Utilities Department does send emails with bill payment reminders. However, you should always pay your bill through one of these methods: Easy Ways to Pay Your Bill.
• If you receive a suspicious email or text requesting a water bill payment, don’t click on any links and don’t download any attachments. And don’t reply to the message.
• Don’t provide any information – especially sensitive data like your credit card, your social security number or account passwords.

Letters or Notices

Some San Diego residents have reported receiving notices on their doors or letters in the mail about water quality.

• The City does occasionally issue notices or letters to residents if there is a water emergency or if water needs to be shut off for water main repairs.
• However, no City employees will ever need to enter your home.
• The City does not sell or install water filtration or any other devices on your property.

California state law protects consumers from false and misleading advertising about water treatment devices. The California Division of Drinking Water must certify all devices that are sold to remove “health-related” contaminants. Certification is not required for devices to improve the taste or odor of water.

The law explicitly forbids salespeople from making false or misleading claims concerning contaminants in the drinking water or if the customer’s health or safety is at risk.

If you have any questions about whether a person at your door is a City of San Diego employee, please call:

• 9-1-1 if the person is trying to gain access to your home.
• 619-531-2000, the 24-hour Police Department’s non-emergency line, if you believe suspicious people in your neighborhood are involved in criminal activity.
• 619-515-3525, the main number for the City’s Public Utilities Department, for staff to verify if the person is an employee.

The City of San Diego is committed to providing you with a clean, safe and stable water supply. The City’s tap water meets all state and federal drinking water health standards. More information about your water service and water quality can be found on the City’s website at sandiego.gov/public-utilities/water-quality.