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1. How do I open an account, ask questions about my account and bill, start or terminate water service, or report a change of address?

Call the Maui County Department of Water Supply (DWS) Customer Service Representatives at 270-7730. Or stop by our Front Window on the 5th Floor of the Kalana O Maui Building, located at 200 South High Street in Wailuku. The Front Window is open from 8:00 a.m. to 4:00 p.m. on weekdays, and closed on weekends and holidays. See the customer service page for much more information on specific topics.
Fiscal Division, Customer Service

2. What is my account number for? Where can I find it?

Your account number identifies you and your property address in our customer billing system. Please use this number whenever you contact us with questions about your account. You can find your account number on the first line of the top portion of your water bill. See the diagram on the How To Read Your Water Bill page for the exact location of this number. How to Read a Water Bill

3. How can I sign up for Automatic Bill Payment?

Automatic Bill Payment is a simple way to have your water bill paid without writing a check and using stamps. Go to our ABP Information Page for instructions and the sign-up form.
ABP Information

4. How do I request emergency services?

For all areas, direct operations trouble calls to 270-7633 (24 hrs). This includes calls requesting emergency water turn-off, reporting a water meter leak, a water main break, or a fire hydrant leak. You may also call this number for emergency problems with water quality and low water pressure.

5. How do I establish new water service at a property that is not already connected to the system?

First, call Customer Service at 270-7730. You must be the property owner and you'll need your tax map key and lot number. Also, you will need to know the name of your subdivision if it is an approved subdivision.

If your property is not in an approved subdivision, you'll be referred to the Engineering Division. An engineer will check if any improvements are necessary before water service can be established. Call 270-7835 for more information.

If no improvements are necessary, you can come in and apply for a water meter. The engineer will guide you in what you need to do.

6. How do I read my residential water meter?

Your meter is probably located within the property boundary fronting your house. It is usually in a box. If you cannot find your meter or have a locked meter box, please call (808)270-7730. How to read your water meter

7. How do I pay for my water bill? What if I have specific questions about my bill?

Payment of your water bill can be done in one of three ways. You may mail the top portion of your water bill along with your payment to the following address:

Department of Water Supply
County of Maui
200 South High Street
Wailuku, HI 96793-2155

To ensure that your account is properly credited, please write your account number on your check (you can find your account number on your bill). Make checks payable to: Department of Water Supply.

Secondly, you can bring your bill and payment in person to the cashier window in the lobby of the Kalana O Maui Building, located at 200 South High Street in Wailuku. The Front Window is open from 8:00 a.m. to 3:45 p.m. on weekdays, and closed on weekends and holidays.

And finally, you may pay at any Department of Water Supply Baseyard (Lahaina, Hana, Molokai) or at the Maui County Service Center at the Maui Mall in Kahului, providing you pay the minimum amount due on or before the DATE DUE. You must have a complete bill (top and bottom portion). The Service Center drop box accepts CHECKS ONLY.

To avoid late payment charges, please allow sufficient time for your payment to reach us by the PAYMENT MUST REACH US BY date.

If you have specific questions about your water bill, please direct them to our Customer Service Representatives at 270-7730 or stop by the office.

8. Why is my bill so high?

Your bill is based on how much water passes through your meter -- so whether it's used or wasted, you pay for every drop. That's why it is so important to use water wisely. Maui County water is actually the least expensive out of the four County water suppliers in the State. The average family on Maui pays less than $2.00 per 1,000 gallons of water delivered to their home. That's less than ½ ¢ per gallon. Please call Customer Service at 270-7730 if you have further questions.

9. I'm confused with the new format for the water bill. How do I read it?

See How to Read Your Water Bill.
How to Read Your Water Bill

10. What is the monthly Water Service Charge for?

The monthly Water Service Charge ranges from $9.25 for a 5/8" meter to $650.00 for an 8" meter. This fee goes to read, maintain and replace the customer's water meter. This allows the customer to have water service available at anytime. See the diagram on the How To Read Your Water Bill page for the exact location of this charge. More...

11. Why is my sewer (wastewater) bill higher than my water bill?

The County of Maui is required by the Clean Water Act (enforced by the State of Hawaii and the US Environmental Protection Agency) to treat wastewater before returning it to the environment. This process is typically more difficult, time consuming and expensive to perform than producing normal drinking water from aquifers, streams or wells.

Your sewer bill reflects your household's fair share cost of this treatment and consists of a base charge and an amount that correlates to the volume of water consumed. The rate on this consumed volume is set to account for the fact that significant amounts of water go to landscape irrigation or other uses that do not enter the sewer system.

The Department of Environmental Management establishes the rates for the sewer portion of your bill while the Department of Water Supply only handles the collection of these charges. Please go to the link below or call the Wastewater Reclamation Division at 270-7420 if you would like more information about the sewer portion of your bill. (Note: If you reside in an area that is not serviced by one of the County Wastewater Reclamation Facilities, this fee will not appear on your bill.)
Dept. of Environmental Management - Wastewater

12. What are sewer charges for?

Wastewater is the used water that goes down the drains inside of our houses and businesses, collected in our sewer systems and transported to Wastewater Reclamation Facilities. The sewer portion of your bill pays the costs associated with cleaning wastewater and returning it to the environment safely and responsibly. Please contact the Department of Environmental Management Wastewater Reclamation Division at 270-7417 for more information on wastewater processing or sewer billings. Dept. of Environmental Management - Wastewater