Water Customer Service

The Water Billing Division is available from 7:30 a.m. to 5 p.m. Monday - Thursday, and from 8 a.m. to 4:30 p.m. on Friday. Customer Services can be conducted by internet, email, phone, or in person. Payments can be made online on our utility payment portal at https://tustin.merchanttransact.com/Login, by phone at (714) 265-7390, mail, or placed in the drop box next to the City Hall main entrance at 300 Centennial Way, Tustin, CA 92780. The Water Billing Department may be reached at (714) 573-3075, or by emailing waterbilling@tustinca.org. For after-hours emergencies, please call (714) 549-6913.

City to Reinstate Water Service Shut-Offs and Late Fees 

The City of Tustin recognizes the COVID-19 pandemic had a significant impact on our community. From March 2020 through December 2021, the City, in accordance with State law, suspended the disconnection of water service for non-payment and waived all late fees for delinquent accounts during this period.  On December 31, 2021, the State of California water shutoff moratorium ended. The City of Tustin has extended greater leniency than the requirement of the State by allowing residents in delinquent status to avoid the disconnection of water service through July 15, 2022.

The City will resume its normal payment and water disconnection policy on July 15, 2022. If you have a delinquent account, you will receive a Water Shut-Off Notice with an overdue balance amount and a payment deadline to avoid service interruption. If you are unable to pay the past due account balance in full you must contact the Water Department Customer Service Team by July 10, 2022 to arrange a deferred payment plan. Beginning July 15, 2022, the City will begin assessing late fees for delinquent accounts and disconnecting water service for non-payment in accordance with the City’s Discontinuation of Water Service Policy. A copy of this policy can be found below.    

Additional Payment Options

We understand that bringing your account current can be a challenge.  If you are unable to make payment in full, there are a number of additional payment options available. Please contact the Water Department Customer Service Team before July 10, 2022 at (714) 573-3075 for more information, or visit the website listed below to review eligibility for the Low-Income Household Water Assistance Program.

Low-Income Household Water Assistance Program

The Low-Income Household Water Assistance Program can provide payment assistance for those that qualify.  To find out if you are eligible for this program please visit Low-Income Household Water Assistance Program at https://csd.ca.gov/waterbill

Watering Guidelines Effective June 10, 2022

Water Restrictions Effective 6-10-22 for Website Posting

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


Understanding your bill

CityOfTustin_UnderstandingYourBillFlyer_GeneralPublic Opens in new window



*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

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