Utilities

NEW CUSTOMER PAYMENT SYSTEM NOW AVAILABLE!

Pay Waterbill Now

ONTARIO MUNICIPAL UTILITY COMPANY RESIDENTIAL WATER SERVICE DISCONNECTION POLICY

Effective Date:  Feb. 1, 2020

Purpose:

The purpose of this policy (“Residential Disconnection Policy”) is to establish requirements for discontinuation of residential water service for non-payment on or after February 1, 2020, pursuant to Senate Bill No. 998 (codified as the Water Shutoff Protection Act at Health & Safety Code Sections 11690, et seq.)

As used here, “residential water service” means water service to a residential connection that includes single-family residences, multifamily residences, mobile homes, including, but not limited to mobile homes in mobile home parks, or farmworker housing.  “Delinquent” means that the water bill was not paid in full on the due date stated on the bill.

The policy does not apply to nor does it revise current requirements (unless explicitly stated) for:

(a)        Termination of water service at the request of the residential water customer;

(b)        Termination by the OMUC due to unauthorized actions of a residential customer;

(c)        Discontinuation of water service for non-residential accounts;

(d)        Termination of water service where the provisions of the Water Shutoff Protection Act do not apply; or

(e)        Other programs offered by the OMUC, including but not limited to senior and disabled persons discounts as provided by Ontario Municipal Code Section 6-8.50.

The Residential Disconnection Policy shall be made available to the public on the OMUC’s Internet Website and provided in writing upon request.

This policy shall be available in English, Spanish, Chinese, Tagalog, Vietnamese and Korean and any other language spoken by at least ten percent (10%) of the people residing in the OMUC’s service area.

How to avoid discontinuation of service:

Residential customers with delinquent water bills should contact the Ontario Municipal Utilities Company (OMUC) Customer Service Division at 1333 S Bon View Ave, CA 91761 or by telephone at 909-395-2050.

Procedures:

1. Requirements for Discontinuing Residential Water Service: The OMUC shall not discontinue residential water service for nonpayment unless the customer has been delinquent in any amount for at least sixty (60) consecutive calendar days. The OMUC shall not discontinue residential water service during the pendency of any appeal filed by a customer pursuant to Section 7 below.

2. OMUC Contact with Customer: An OMUC representative shall contact the customer responsible for the account by written notice of the delinquency prior to discontinuation of residential water service for nonpayment.

1. 1. The written notice shall be provided no less than seven (7) business days before discontinuation of service for non-payment. The written notice shall be in substantially the same form as Exhibit A to this policy and shall contain, at a minimum, the following information:
2. 1. 1. The customer’s name and address.
3. 1. 2. The amount of the delinquency.
4. 1. 3. The date by which payment or arrangement for payment is required in order to avoid discontinuation of residential service.
5. 1. 4. A description of the process to apply for an extension of time to pay the delinquent charges.
6. 1. 5. A description of the procedure to petition for bill review and appeal.
7. 1. 6. A description of the procedure by which the customer may request a deferred, reduced, or alternative payment schedule, including an amortization of the delinquent residential service charges, consistent with this Policy.

1. 2. The written notice shall be mailed to the customer responsible for the account. If the customer’s mailing address is not the address of the property to which residential water service is provided, the written notice shall be sent to the address of the customer and shall also be sent to the address of the property to which residential water service is provided, addressed to “Resident.”

1. 3. If the written notice is returned as undeliverable, a OMUC representative shall make a good faith effort to visit the residence and provide notice of imminent disconnection (in a language used by the customer, if known) in a prominent and conspicuous location by placing it in a door hanger.

3. Postponing Discontinuance of Residential Service for Non-payment; Payment Plans:

1. 1. The OMUC shall not discontinue residential service for nonpayment where a customer contacts OMUC, provides the following information and requests a payment plan, and all of the following conditions are met:
2. 1. 1. The customer, or a tenant of the customer, submits to the OMUC the certification of a primary care provider (as defined in Section 14088 of the Welfare and Institutions Code) that discontinuation of residential service will be life threatening to, or pose a serious threat to the health and safety of, a resident of the premises where residential service is provided.
3. 1. 2. The customer shows that he or she is financially unable to pay for residential water service in the normal billing cycle.  The customer may demonstrate that by following the procedures set out in Ontario Municipal Code Section 6.-8.50(c) to declare that the household’s annual income is less than 200 percent of the federal poverty level or by providing the Executive Director of Finance or his/her designee evidence that that the customer or any member of the customer’s household is a current recipient of CalWORKs, CalFresh, general assistance, Medi-Cal, Supplemental Security Income/State Supplementary Payment Program, or California Special Supplemental Nutrition Program for Women, Infants, and Children, or the customer declares that the household’s annual income is less than 200 percent of the federal poverty level. Those customers who have qualified for the senior citizens or disabled persons pursuant to Ontario Municipal Code Section 6.8-50 shall be deemed to have met the requirements to show financial inability to pay for residential water service in the normal billing cycle.
4. 1. 3. The customer is willing to enter into an amortization agreement, alternative payment schedule or a plan for deferred or reduced payment, as set out in Section 3.2 below.

1. 2. Repayment Agreements: Where all the conditions in Section 3.1 are met, the Executive Director of Finance or his/her designee will select and offer the customer one or more of the following options:
2. 1. 1. Amortization of the unpaid balance;
3. 1. 2. Participation in an alternative payment schedule;
4. 1. 3. Partial or full reduction of the unpaid balance financed without additional charges to other ratepayers;
5. 1. 4. Temporary deferral of payment.

1. 3. The repayment option should result of repayment of the outstanding balance plus within 12 months from the original date of the bill.  Executive Finance Director or his or her designee may grant a longer repayment period if they find the longer period is necessary to avoid undue hardship to the customer based on the circumstances of the individual case.  (See Exhibit “B” Request for Repayment Agreement and Exhibit “C” Repayment Agreement)

1. 4. Amortized or other repayments will be combined with, and subject to the due date of the customer’s regular bill. Late charges and interest will be included in the outstanding balance in the amounts set by OMUC unless otherwise provided by this policy or by other OMUC policies.

1. 5. The customer must comply with the terms of the Repayment Agreement as well as pay the current water bill.  The customer may not request further amortization of any additional unpaid charges while paying delinquent charges pursuant to an amortization plan.

1. 6. The customer is in default of the Repayment Agreement or amortization plan if they do not pay their current residential service charges for sixty (60) calendar days or more after the date the bill is due as indicated on the bill. The notice provisions of Section 2 above shall not apply before discontinuation of residential water service in the case of default under a Repayment Agreement or amortization plan.
2. 1. 1. Failure to comply with the terms of a Repayment Agreement or amortization plan will result in the issuance of a written “Final Notice of Disconnection” (See Exhibit “D”).
3. 1. 2. Payment with a dishonored check is considered nonpayment as of the date of the check.
4. 1. 3. The “Final Notice of Disconnection” will be in the form of a door hanger delivered to the premises no less than five (5) business days in advance of discontinuance of service.

4. Landlord-Tenant Water Payment: The following guidelines apply where (a) there is a landlord-tenant relationship between the residential tenants and the owner, manager, or operator of the residential unit, (b) the owner, manager or operator is the water service customer, and (c) the water service customer cannot pay for that water service.

1. 1. The OMUC shall make a good faith effort to inform the tenants, by written notice, at least ten (10) calendar days prior to discontinuation of residential water service for nonpayment when the OMUC provides metered residential water service to residential occupants and the owner, manager, or operator is the customer of record. Such notice shall inform the tenants that they have the right to become customers and the details of such service agreement such as to whom the service will then be billed, without being required to pay any amount which may be due on the delinquent account. (See Exhibit “E”).  The notice shall be delivered by door hanger to each residential unit.

1. 2. The OMUC is not required to make service available to any residential tenants unless each occupant (a) agrees to the terms and conditions of service; and (b) meets OMUC’s requirements for service. However, if one or more of the residential tenants is willing and able to assume responsibility for the subsequent charges to the account to the satisfaction of the OMUC, or if there is a physical means legally available to the OMUC of selectively terminating service to those tenants who have not met or have not agreed to OMUC’s requirements for service, the OMUC shall make service available to those tenants who have met those requirements.

1. 3. OMUC shall also inform any residential tenant who becomes an OMUC customer, whose lease or rent payments include charges for residential water service, where those charges are not separately stated, that under the Water Shutoff Protection Act that the tenant may be able to deduct from the lease or rent payment each payment of charges paid to the OMUC for water services.

1. 4. In the case of a detached single-family dwelling where the owner is the water customer, the OMUC may do any of the following as to the tenants:
2. 1. 1. Give notice of termination of residential water service for nonpayment at least seven (7) calendar days prior to termination.
3. 1. 2. In order to avoid payment of the delinquent amount by the tenant, a tenant who becomes the OMUC customer shall verify that the delinquent account customer of record is or was the property owner, manager, or agent of or for the residential unit. Verification may include, but is not limited to, providing a lease or rental agreement, rent receipts, or a government document indicating that the occupant is renting the property. If tenant satisfies this requirement, the tenant will not be responsible for any payment of the delinquent account. The provisions of Section 4.3 shall apply as well.

5. Re-establishment of residential water service: In order to restore or continue residential water service that has been discontinued for non-payment, the customer must pay a reconnection fee plus all delinquent charges or have an approved payment arrangement on file. The OMUC shall reconnect service as soon as practicable.

1. 1. Water service that is turned on by any person other than the OMUC personnel may be subject to fines or additional charges or fees. Any damages that occur as a result of unauthorized restoration of service are the responsibility of the customer.

1. 2. Low Income Customers:

1. 1. 1. The residential customer shall be deemed to have a household income below 200 percent of the federal poverty line if any member of household is a current recipient of CalWORKs, Cal Fresh, general assistance, Medi-Cal, Supplemental Security Income/State Supplementary Payment Program, or California Special Supplemental Nutrition Program for Women, Infants, and Children or the customer declares that the household’s annual income is less than 200 percent of the federal poverty level or is qualified as entitled to a senior or disabled person’s discount pursuant to Ontario Municipal Code Section 6.8-50.

1. 1. 2. Where the customer demonstrates to OMUC that household income is below 200 percent of the federal poverty line, the OMUC shall charge the lower of the following:
2. 1. 1. 1. A reconnection service fee applicable for reconnection during normal operating hours or during nonoperational hours that is applicable to the general public and which does not exceed the actual costs of reconnection; or
3. 1. 1. 2. A reconnection service fee during normal operating hours of fifty dollars ($50) or during nonoperational hours of one hundred fifty dollars ($150). The reconnection fees under this subsection shall be subject to an annual adjustment for changes in the Consumer Price Index (Riverside-San Bernardino-Ontario, all Urban Consumers) beginning January 1, 2021.

1. 1. 3. Where the customer demonstrates to OMUC that household income is below 200 percent of the federal poverty line, the OMUC shall waive any applicable interest charges on delinquent bills once every 12 months.

6. Reporting: The OMUC shall report the number of annual discontinuations of residential service for non-payment on the OMUC’s Internet Website and to the State Water Resources Control Board.

7. Appeals: Any customer may appeal the amount of a residential water service bill to the Executive Finance Director or his/her designee on a form provided by the OMUC for that purpose. There is no charge for the appeal. The appeal must be filed within 15 days of the date of the bill as set out on the bill and must have all supporting evidence attached. No disconnection will occur while the appeal is considered. The Executive Finance Director shall provide the customer with a written determination regarding the appeal within 15 days of the submittal of a complete appeal.

What is the purpose of the Wastewater Pretreatment Program?

To protect the health of the public, the City of Ontario and the Inland Empire Utilities Agency (IEUA) operations and maintenance personnel.

To prevent the introduction of pollutants into the City sewerage system, which would interfere with the operation of the collection system, the treatment processes or contaminate the resulting sludge.

To prevent the introduction of pollutants into the City sewerage system and IEUA’s treatment system, which would pass through said system inadequately treated, into receiving waters or the atmosphere, or otherwise be incompatible with the system.

To improve the opportunity to recycle and reclaim wastewaters and biosolids from the sewerage system.

To provide for the equitable distribution of the cost of the sewerage system, wastewater pretreatment programs and all related services through the establishment of fair and equitable fees and charges.

What is “Industrial Wastewater” or “Industrial Waste”?

Any waste or substance spilled, discharged, flowing or allowed to escape from any producing, manufacturing, processing, chemical, waste or materials storage area, institutional, governmental, or agricultural operation or from any operation, or from development, recovery or processing of any material resources.

Industrial wastewater includes but is not limited to waste and/or wastewater resulting from equipment maintenance and cleaning, product coating, coloring, painting, plating, treating, degreasing, or cleaning, heating and cooling systems, and water treatment devices.

Industrial wastewater does not include domestic wastewater and unpolluted water as defined in the City’s ordinance. Any wastewater that is hauled by truck, rail, or other means, and discharged into the sewerage system, shall be considered industrial wastewater, regardless of the original source.

What is “Process Wastewater”?

Any wastewater contaminated by human activities including but not limited to that originating from manufacturing, agriculture, processing, rinsing, washing, or producing.

Who is required to obtain a Wastewater Discharge Permit?

Any user, business, or facility that discharges or proposes to discharge directly or indirectly into the City sewerage system.

No user of the City sewerage system requiring a permit may discharge wastewater without obtaining a wastewater discharge permit.

What type of Wastewater Discharge Permit does your facility need?

Wastewater discharge permits are issued based upon the type of discharge, volume, and discharge characteristics.

How to obtain a Wastewater Discharge Permit?

Download and fill out the appropriate wastewater discharge permit application. Submit the completed application to the OMUC, Environmental Programs Division (EPD) located at 1425 S. Bon View Ave, Ontario, CA 91761. For questions related to industrial wastewater discharges and permitting, please contact the OMUC Environmental Programs Division at (909) 395-2678 or email OMUCEnvironmental@Ontarioca.gov . If you are a current permittee and need a permit specific form, contact the Environmental Programs Division and ask to speak to your area inspector.

What to do in the event of a sewer spill?

Call OMUC at (909) 395-2678 Monday – Thursday, 7:30 A.M. – 5:30 P.M. and Friday, 7:30 A.M. – 4:30 P.M., or if after hours call the Police Department at 911.

What is Recycled Water?

Recycled water is wastewater that has been purified through a high level of treatment. This processed water is treated to strict standards set by the California Department of Health Services and is constantly monitored by local, state, and federal regulatory agencies to ensure it continuously meets those standards. Recycled water has been found safe for irrigation, industrial and agricultural uses.

In fact, all water on Earth is in some way recycled. Mother Nature has been recycling water and wastewater for millions of years through a natural cleansing process of sedimentation, organic consumption, natural filtration, and disinfection. Modern wastewater treatment technology essentially speeds up this natural process.

What are the Benefits of Recycled Water?

The City of Ontario is implementing a Recycled Water Program which will provide a reliable, low-cost water supply for irrigation and industrial water uses within the City.

The information provided below summarizes the importance and benefits of recycled water use, not only to the regions water resource management but also to the consumers of recycled water. In addition, recycled water is approximately 55% less of the cost of potable water.

Recycled Water – A Dependable Alternative

As an alternative to becoming more dependent on imported water supplies, a new course of action is moving forward in the Chino Basin and within the City of Ontario:

• The development of a comprehensive recycled water program that cost-effectively enhances the reliability of our local water supplies is well underway.
• Making recycled water use a priority, we can reduce imported water demands by over 15,000 acre-feet per year, and meet over 15% of the water demand for the community of Ontario and its businesses by 2030.
• Unlike imported water supplies, recycled water will be available during dry years, helping to drought-proof our City’s and our region’s economy.
• The highly treated recycled water delivered by the city meets the California Department of Health Services “Title 22” requirements for “unrestricted use” suitable for all non-potable uses.

Conversion to Recycled Water – Technical Assistance

The City of Ontario has established a procedure for assisting new recycled water customers. Assistance includes evaluation of the site plumbing and permit processing.

All to Benefit

The City’s recycled water program will help conserve our highest quality potable water for drinking. Please join the City of Ontario in making this exciting Regional Recycled Water Program a reality. Together, we will develop and maintain the water supplies we need to create a prosperous future.

For additional information, or to inquire about the availability of recycled water, please call (909-395-2678)

Continuing Our Commitment

Once again we proudly present our Annual Water Quality Report, which provides a snapshot of drinking water quality in Ontario. Included are details each year from January through December about where our water originates, what it contains, and how it compares to standards set by regulatory agencies. 

We are pleased to tell you that our compliance with State and Federal drinking water laws remains exemplary. As in the past, we are committed to delivering high-quality drinking water. We remain vigilant in meeting the challenges of protecting our aquifer, of conservation, and community education. We look forward to continuing to serve the needs of all of our water users.

If you would like a hard copy of the Water Quality Report mailed to you, please email your name and address to waterreport@ontarioca.gov

For more information about this report or any questions relating to your drinking water, please call the Utilities Department at (909) 395-2678.