New Customer Platform

Get Ready for Our New Customer Platform

On April 2, the RWA is preparing to launch its new, state-of-the-art customer service experience.
Our new account platform will provide features and tools designed to make interacting with the RWA faster and more convenient. Make payments, set up custom alerts, compare bills, keep tabs on your water usage and more — all with a few taps or clicks. We’re also introducing a redesigned, easier-to-read bill and expanded payment options to suit your lifestyle.

Cutover Freeze, Systems Unavailable (March 21-April 1)

Our online account portal, automated phone system, Water Watch and other RWA customer systems will not be available during this period. We will also suspend processing of transactions and cease customer alerts and notifications. Our representatives will have limited access to account information.

For your convenience, we will pause disconnections and interest charges during this time. Our phone lines will remain open and RWA personnel will be available to respond to emergencies.

Scheduled Payments Canceled (March 22)

All scheduled payments — including Autopay —will be canceled as of this date. They will need to be rescheduled after the new system goes live. (We’ll send reminders so you don’t fall behind.) You can still send payments by mail, use your bank’s online payment platform or visit a pay-in-person location.

Autopay Customers

If you currently use our Autopay automated payment feature:

No new scheduled payments will be accepted after Feb. 22
No new Autopay enrollments will be accepted as of March 1.
After you receive your April bill, you’ll need to create an account with the new platform and set up automated payments.

Postal Billing and Ebill Customers

Billing by mail and Ebill will continue according to your preferences. However:

Payments will not be processed during the cutover period (March 21-April 1).
Our online payment and pay-by-phone systems will not be available.
Payments will still be accepted by mail or at pay-in-person locations.

We encourage you to check out our new system after we go live (April 2) to enroll in our new Autopay and explore our new platform’s online account features. You’ll need your April bill to sign up.