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Light & Water - Customer Service

Show All Answers

1. How do I sign up for service?

To sign for service you may phone us at (626) 812-5225 during regular office hours - 7:00 am to 5:30 pm, Monday through Thursday.

Required information:

• Drivers License or other photo ID, social security number, birth date


• Place of employment (if applicable) and prior address


• Prepayment is required or Equifax (based on propensity to pay utility bills)


• Renter must have Rental Registration Certificate


• Owners are required to bring Owners Certificate, issued by City of Azusa


• Business customers need to have their business license

To sign up online or view more information, go to Sign Up For Service

2. Why do I have to pay a prepayment?

The prepayment is a guarantee of final payment on the account. Prepayments can be waived if the customer agrees to a credit check and passes our minimum score. The fee is $1.25 and the credit check is run through Equifax. If you do have to pay a prepayment, it is accepted in the form of cash, check, money order, cashiers check. Large deposits can be made with a surety bond or certificate of deposit. For residential customers, the prepayment will be applied as a credit to the account after two years perfect payment history (no payment reminders, disconnect notices, or shut offs), or applied at the time the account is closed.

3. How much are the prepayments?

The prepayment is based on an average two months billing:
Residential electric is $135 or $150 if unit is all electric.
Residential water is $55.
Commercial prepayments for electric begin at $275 or average of two months billing, whichever is higher. Commercial water prepayments are $55. Commercial prepayments are not refunded until the account is closed.

4. Where is the office?

Our address is 729 N Azusa Ave., and we are located on the corner of Azusa Ave. and Foothill Blvd. next door to CVS Pharmacy- approximately one mile north of the 210 freeway. We are open Monday - Thursday, 7:00 am-5:30 pm. For more information, call us at (626) 812-5225.

5. Where is City Hall?

City Hall is at 213 E Foothill Blvd. - one block east of Azusa Ave. This complex serves Community Development, Human Resources, City Clerk, and Administration.

6. Why are you closed on Fridays?

The City of Azusa is on a 4 day - 10 hour schedule as a part of the City’s Ride Share program to reduce smog and congestion. The longer hours also better serve those customers who want to come in before or after work. After hours services are available through our answering service at (626) 812-5225.

7. Whom do I call for emergency water or electric problems?

During business hours contact Azusa Light & Water at (626) 812-5225. After hours, the calls will be automatically forwarded to the answer service. They will dispatch emergency crews for electric and water problems.

8. Can I make after hours payments?

There are two drop boxes located outside of our building. The first is in front of the office building on the curb, and the second is located right next to our drive-through window in the back of our building. You may also check out online payment options.

9. Can services be reconnected after hours?

After-hours reconnection for nonpayment will only be provided on Thursday, Friday, and Saturday. Call Azusa Light & Water at (626) 812-5225 before 7:30 pm. Delinquent amounts plus reconnection charge and any applicable prepayments have to be paid at the Light & Water office by 10:00 am the following Monday. Otherwise, services will be disconnected again and no reconnection without receipt of payment, and no after hours reconnection will be provided for six consecutive months.

10. Is there an easy way to find out my balance and due dates?

Login to check your account balance. The Billing History screen provides the due date of the bill. My Account

11. How can I find out about the power crisis?

Call (626) 812-5225 and press #, or look for updates on the California ISO website

12. How often do you read my meter?

If you live in the city limits of Azusa your meters are read once a month. If you live in County area, Glendora, Covina, West Covina, or Irwindale then your meter is read bi- monthly. Your bill will fluctuate according to your usage. Normally the bills will rise during the summer because of the heat.

13. How do you read my meter?

View Read Your Meter

14. When am I going to get my next bill?

If you live in the city limits of Azusa you are billed monthly, and you will usually receive your bill around the same time every month depending on where you live. If you live in the county area of Azusa, Covina, Glendora, W. Covina, or Irwindale you are billed bi-monthly. You will receive a bill every two months.

15. Whom can I call about my bill?

You can call the Light & Water office at (626) 812-5225 and speak to a customer service representative anytime during working hours, and our representatives will be happy to answer any questions you might have.

16. The bank told me my check didn’t clear, what happens now?

When the check is returned to Azusa Light & Water, it will be charged back against your account and a service charge will be assessed. The account becomes “Cash Basis Only” for six consecutive months. That means only cash or money orders will be accepted. If there was a bank error, a letter from the bank will waive the cash basis only status, but the service charge is still assessed.

17. What if I don’t receive my bill or lose it?

The billings are mailed approximately the same time each month. If you have not received the bill within a week of your usual time, call Azusa Light & Water to request a duplicate bill or sign up for our paperless Create/Manage Your Account

18. Can I have more time to pay my bill?

Call Azusa Light & Water at (626) 812-5225 prior to your shut off date to make any payment arrangement that is needed. Extensions are granted one time every six months. Maximum length of hold is one week after scheduled shut off date.

19. What is a Payment Reminder Notice?

Payment is due 20 days from the original billing date. A Payment Reminder Notice is mailed the next business day after the original due date. The reminder serves as a notice advising that the account will be considered delinquent and subject to late fees and disconnection.

20. What is a Disconnection Notice?

Failure to pay by the 3:00 pm deadline on the Payment Reminder Notice generates a Disconnection Notice which is mailed advising of the scheduled shutoff date. To avoid disconnection of service, payment must be made in office by 5:30 pm on the prior date or an additional $34 processing fee will be assessed whether service has been turned off or not.

21. When can services be reconnected?

If service is turned off there will be reconnection charges up to $515 plus prepayment requirements to be paid prior to restoring service. The service will be connected during business hours the next business day.

22. What are the other charges on the bill, i.e. Refuse, Land Assess, Public Benefit?

Azusa Light & Water acts as billing agent for other departments within the City. The Refuse charge is for the monthly pick up fee for trash service. The Community Maintenance charge (per property rating) is for the maintenance of public landscaping. The Pub Ben Charge is a state mandated charge (per KWH) for use in local Public Benefit programs. The Cal Energy Tax is a State mandated consumption tax (per KWH). Those revenues are paid to the State of California. Appropriate Users Tax are also consumption based and used to maintain the quality of City services. The RWCAF charge (per CCF) is a yearly adjusted charge that covers the cost of acquiring replacement water that exceeds the amount Azusa Light & Water receives from the San Gabriel Basin.

23. Are there exemptions to these fees?

There are two programs for low income as follows: Assessment Fee Exemption is available for residents who qualify. Exemption from community maintenance fee, electric, water, and gas users tax can be qualified for by: 1) Low income - contact office for income levels to qualify 2) Social Security Disability 3) 62 years of age or older Residential Low Income Assistance Program is available for residents whose income levels are at or below qualifying levels and have resided at address for 12 months. This program offers a one time a year discount of one month of billed electric charges. Copy of Income Tax Return is required if filed of latest filing.

24. When is my payment due?

All payments are due within 20 days of the billing date.

25. What forms of payment are accepted?

We accept cash, check, money orders, and cashier checks. Learn more information at Payment Options.

26. Why can’t I make the payment to the guy who shuts me off?

Our field service representatives are not bonded to take money in the field.