Veolia North America
East Palo Alto, CA
www.eastpaloaltowater.com
Water Restrictions
January 25, 2022
www.eastpaloaltowater.com
State of California Act SB 998
● 2017 - 2018 The Water Shutoff Protection Act SB 998 was enacted
● SB 998 sets the rules for water providers to restrict water service to customers
● February 1, 2020 date of required compliance
● The City of East Palo Alto is in compliance with SB 998 www.eastpaloaltowater.com
Act SB 998 - Compliance
SB 998 provisions are incorporated into Veolia’s
Discontinuation of Service Policy found on our payment
portal located under Customer Service and Billing, choose Payment Policies.
https://www.eastpaloaltowater.com/pages/customer-service/payment-policies/ www.eastpaloaltowater.com
SB 998 / Veolia DoSP Key Points (Workflow)
• Veolia makes courtesy attempt to contact account holder ○ Phone Call
○ Email
○ Door hangers
• At day 45 past due date, a written notice is mailed to the account holder
• Day 61 past due date, we will restrict water service
• Late fees apply after due date ($5 or 1.5%)
• Fees apply for water restoration ($60)
www.eastpaloaltowater.com
State of California EO N-42-20
• On April 2, 2020
The Governor issued Executive Order N-42-20 prohibiting water restrictions to residences and critical infrastructure due to COVID - 19
• Since this time, no customers have had water restrictions • On January 1, 2022
Executive Order N-42-20 lapsed allowing water restrictions to begin
www.eastpaloaltowater.com
How can customers avoid
water restrictions?
www.eastpaloaltowater.com
Payment Arrangements
• All resident customers, who have fallen behind on payments should call the office and make payment arrangements
• Policy
○ 50% of amount owed initially
○ Monthly installments on remainder
• Payment Arrangements can be set up prior to any late fees Residents can always call the office during normal business hours Monday - Friday, 7:30am to 3:30pm for assistance at 650-322-2083
www.eastpaloaltowater.com
Veolia’s Financial Responsibility
• Veolia has an obligation to collect billed revenue to keep water rates as low as possible
• State law does not allow rate revenue to be used to
subsidize non-payment for customers
• Disconnect notices and water restrictions are
responsible tools needed in the utility collections
process
www.eastpaloaltowater.com
Current Past Due Totals
Totaling $592,305.88
www.eastpaloaltowater.com
State of California Arrearage Payment Program
• Funding to pay water bills from residential and
commercial customers accrued between March 4,
2020 and June 15, 2021.
• Late fees waived for these water bills
• Veolia in partnership with the City of East Palo Alto successfully applied for these reimbursement funds
• $225,280.76 in customer water bills reimbursement
www.eastpaloaltowater.com
Arrearage Reimbursed (Aging Report)
The arrearage reimbursement will effectively eliminate the debt in the aging buckets below
The previous total aging balance will be reduced from
$592,305.88 to roughly $375,000
www.eastpaloaltowater.com
Timeline to Return to Water Restrictions
● February 1, 2022
We will begin to notify customers with unpaid bills which are more than 45 days late and not covered by the State Program
● 15 day opportunity for customers to set up payment plan ● Early March, first water restrictions will begin
www.eastpaloaltowater.com
How can resident customers make payment?
• Online - With customer account sign up or one-time pay • By Mail - Remit payment to address indicated on bill
• By Phone - 650-322-2083 (choose option #2)
Residents can always call the office during normal business hours Monday - Friday, 7:30am to 3:30pm for assistance.
https://www.eastpaloaltowater.com/
www.eastpaloaltowater.com
www.eastpaloaltowater.com
www.eastpaloaltowater.com
Contact us with questions.
• www.eastpaloaltowater.com (Payment Portal)
• (650) 322-2083 (Office)
• [email protected] (Customer Service Email)