What can I do if I can’t pay my bill?

The City is committed to helping customers who are struggling economically as a result of the COVID-19 pandemic. The Tustin City Council proclaimed a local emergency on March 20, 2020, which states that the City will not assess late fees or shut off water if customers are unable to pay their bill during the next 90 days, or until the City Council terminates the local emergency, whichever comes first. Furthermore, the City is working with customers to arrange payment plans if needed. Please call 714-573-3075 if you would like to discuss a payment plan for your bill.

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1. I heard water rates changed in Tustin. Can you explain this to me?
2. Did flat fees for meter sizes change, too?
3. Why did water rates increase?
4. How are water rates determined?
5. How was the public notified of the increase?
6. How often are water rates increased?
7. What is the incentive to conserve now that the tiered-rate structure is gone?
8. How is my water payment used?
9. What is Proposition (Prop) 218?
10. Why did the City move from a tiered-rate approach to a fixed-rate approach?
11. What can I do if I can’t pay my bill?
12. Where can I get more information?
13. Where can I pay my bill online?