Water Customer Service

NOTICE TO WATER CUSTOMERS

Temporary Changes to City Operations

The health and safety of the public is important to us. Therefore, amid ongoing concerns about the coronavirus (COVID-19), all City public counter services will be performed by City staff online or by telephone through September 25, 2020.  Rest assured that customer services can be conducted by internet, email, or phone. Access to City facilities will be limited to in-person meetings by appointment only, as necessary.

Due to the complexity and fluidity of the situation, the reopen date is subject to change.

PLEASE NOTE that the City has temporarily suspended charging late fees.

The Water Billing Division is available from 8 a.m. to 5 p.m. Monday - Thursday, and from 8:30 a.m. to 4:30 p.m. on Friday.  The Water Billing Division can assist with all customer service requests including payments, billing questions, etc., and can be contacted by calling (714) 573-3075 or by emailing waterbilling@tustinca.org.  For after-hours water emergencies, dial (714) 549-6913.

Payments may also be made online at https://tustin.merchanttransact.com, by mail, or placed in the drop box next to the City Hall main entrance at 300 Centennial Way, Tustin 92780.

We appreciate your patience as we take these steps to help protect our community from the spread of COVID-19. You can rest assured that your drinking water is safe and reliable, and that the City staff remains hard at work to continue delivering reliable water services.

Administrative functions of the Water Utility are responsible for, but not limited to:

  • Cash Management
  • Customer Billings
  • Customer Service Inquiries
  • Financial Analysis
  • Liaison to Field Operations in the Construction of:
    • Infrastructure
    • Major Capital Improvements
    • Ongoing Operational Maintenance
  • Meter Reading
  • Rate Analysis
  • Risk Management

*NEW Water Rates*

The City Council adopted new Water Rates on Tuesday January 21, 2020 that became effective on February 1, 2020. Water Rates Table

The Agenda Report and Cost of Service analysis that accompanied the public hearing for the Water Rates can be found at the following link:  Water Rate - Agenda Report & Cost of Service Analysis


The following flyer provides background information on the cost of water.    

Flyer: The Value of Water

*NEW*

New policy regarding discontinuation of residential water service for non-payment.

Please refer to our new policy:

Discontinuation of Residential Water Service for Non-Payment - English

Discontinuation of Residential Water Service for Non-Payment - Korean Translation

Discontinuation of Residential Water Service for Non-Payment - Spanish Translation

Discontinuation of Residential Water Service for Non-Payment - Tagalog Translation

Discontinuation of Residential Water Service for Non-Payment - Traditional Chinese Translation

Discontinuation of Residential Water Service for Non-Payment - Vietnamese Translation

How to read your water meter and detect a leak

Water is a valuable resource in southern California and being water conscious is important. Find out how to check water usage on your meter and detect a leak.

Tustin Water Meter Reader Matt Rossman shows you step by step how to read your meter and detect a leak. Click here to view the instructional video.  

Pay Your Bill

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Don't be a Water Waster!

Follow these tips and help to save hundreds of gallons of water! 

  • Install a low-flow showerhead, then take only 5-minute showers or 3-inch baths.
  • Install a 1.28 gallon high efficiency toilet, which can save 52 gallons per day.
  • Catch water in a bucket or watering can while waiting for it to get hot. Then use it on plants, or pour into toilet bowl to flush.
  • Fix all leaky toilets, faucets, and pipes.
  • Do not use the toilet to flush trash.
  • Turn off the water when shaving, brushing teeth, lathering in the shower, washing dishes, or cleaning produce.
  • Run only full loads in dishwashers and washing machines.
  • Water your lawn no more than once a week, and operate automatic sprinklers manually. Water outdoors in the early morning or evening.
  • Use a bucket, sponge, and a hose with a shut-off valve, to wash your car.
  • Sweep (never hose) your driveway, patio and sidewalk.


Make Every Drop Count

Water Used for Common Activities 

Activity Water Used
Brushing teeth 3 gallons a day
Shower 40 gallons every 10 minutes
Bath 20 gallons
Toilet 28 gallons a day per person
Washing Machine 45 gallons per load
Cooking 5 gallons per day
Dishwasher 15 gallons per load
Hosing driveway 150 gallons
Washing car 150 gallons
Water Pollution Hotline