TCWD's Customer Service receives many different types of calls on a daily basis. Below are some of the more common frequently asked questions which may be helpful. If your question is not reflected below, please contact us at (949) 858-0277, extension 2.

• How do I read my bill?
  If you are confused about your bill we have attached a current sample bill that will hopefully help you understand the information on your bill. If you still have questions please contact us.

• When is my bill due?
  TCWD bills are due and payable upon receipt and considered past due if not received by the due date listed at the top right side of the bill. You are generally given four weeks to make a payment from date of bill printing.

• How does the “tiering” structure work on the utility bill?
  TCWD bills our customer for the amount of water that is used per Billing Units (BU). Each BU is 748 gallons of water. During summer months (warm season – April-September) we allot each customer 9BU per tier. In the winter months (cool season – October - March) we allot each customer 6 BU per tier. Tier 1 is the lowest rate you can receive per BU. The higher the tier the higher the “per BU cost”. Please contact customer service for current unit rates or refer to the rates/charges spreadsheet.

• How can I tell if I have a leak?
  If you have noticed an increase in your water bill and your daily habits have not changed, you may be experiencing a leak at your residence. One way to determine if you have a water leak is to shut off all the water sources and go to water meter to observe if there is any water flowing through it. This is done by checking the low flow indicator on the meter register. 

• Do you offer low income family assistance?
  The District appreciates the current economic hardships some of our customer may be experiencing at this time. Unfortunately the District does not have a low income family cost break for those experiencing that situation.

• Do you offer a discount if I have to empty and refill my pool?
  The District understands that there may be instances when customers require assistance in the event of emergency repairs. Unfortunately, re-filling the water in a homeowner’s pool located at their residence does not constitute an emergency. Furthermore, residential pools are considered recreational features that require ongoing maintenance, which includes the periodic re-filling of water.

• How do I go about setting up ACH/CC Autopay?
  *If you are interested in setting up ACH through your checking account you will need to fill out the ACH form, attach a voided check and submit that to customer service. You do not need to have a zero balance to have that set up.

  *If you are interested in setting up Autopay through your Credit or Debit card you will need to visit the Online Billing Website and set up an account. If you do not have a zero balance at the time you set up the CC Autopay you will not be able to complete the process. You will need to first get your account to a zero balance by either submitting a payment online, calling in a payment or dropping off a payment to the office. Once the payment has been posted (usually by the next business day) you would need to go back into your web account and complete the CC Autopay process.

• Why are there spots on my dishes?
  To avoid getting spots on your dishes we recommend that you use a rinse agent in your dishwasher. That should eliminate spots on your dishes.

• I’m considering purchasing a water softener, what are the hardness levels in the water?
  Please refer to the TCWD Annual Water Quality Report that is available through this website.