Updated Utility Service Discontinuation Policy for Customers with Past-Due Balances

Updated Utility Service Discontinuation Policy for Customers with Past-Due Balances

On June 30, 2026, the City Council adopted an updated Utility Service Discontinuation Policy designed to make the process clearer, more consistent, and easier for customers to navigate.

The policy aligns with the statewide Water Shutoff Protection Act (SB 998) pertaining to all City water accounts. Customers will benefit from easy-to-understand steps to avoid utility service discontinuation.

Service Discontinuation Timeline

To give customers ample reminders and a clear path to avoid service discontinuation, the City now follows a simple, consistent sequence for customers with past due balances:

• 10 days past due: Overdue notice mailed.
• 50 days past due: Discontinuation notice mailed.
• 60 days past due: Door tag placed at the service address.
• 70 days past due: Services are discontinued until the full past-due balance is paid.

Ways to Avoid Service Discontinuation

1. Pay your past-due balance in full - online, by phone, by mail, or at City Hall.
2. Set up an interest free payment plan (up to 12 months) by calling our Utility Billing team at (805) 564 5343.

Important: Partial payments made outside a formal payment plan will not prevent discontinuation. If you're having difficulty paying, please reach out - we're here to help.

We're Here for You

This updated policy is part of a broader effort to deliver a more supportive, efficient, and customer focused utility service for our community. By simplifying requirements, standardizing the information we provide, and offering interest free payment plans, we aim to make the process clearer and more consistent for all customers.