Payment Options & Termination Policy for Non-Payments
Policy: Termination for Non-Payment
District Customer Service Representatives may be contacted by phone at 415-945-1400, during normal business hours (Monday-Friday 8:00 a.m. – 4:15 p.m. Pacific Standard Time), to discuss options for averting termination of water service for non-payment pursuant to this policy.
Read the Full Termination Policy:
Alternative, Deferred Or Reduced Payment Arrangements
Request an Alternative, Deferred Or Reduced Payment Arrangement:
- By phone: Call Customer Service at (415) 945-1400, Monday-Friday, 8:00 a.m. to 4:15 p.m., excluding holidays.
- In person: Visit our office at 220 Nellen Avenue, Corte Madera, CA 94925, during regular business hours (Monday- Friday 8:00 a.m. - 4:30 p.m.), excluding holidays.
For available payment options, visit marinwater.org/ways-to-pay.
Once payment is made, customers must call customer service to ensure services are restored.
Any customer, who is unable to pay the full amount billed for their water service within the normal payment period may request an alternative, deferred or reduced payment arrangement. While agreement and adherence to the terms of an alternative, deferred or reduced payment arrangement will avert a termination of service, the customer’s account will remain delinquent until the customer becomes current on all billed amounts. The District will consider all circumstances surrounding the customer’s request and make a determination as to whether an alternative, deferred or reduced payment arrangement is warranted.
Alternative, deferred, or reduced payment arrangements that extend into the next billing period are considered an amortization plan, which must be in writing and signed by the customer. An amortization plan will amortize the unpaid balance over a period determined by the District, not to exceed 12 months from the original payment due date shown on the bill. The customer must comply with the terms of the amortization plan and remain current on new bills rendered in each subsequent billing period. The amortization plan will require the first amortized payment to be paid at the time the arrangement is made. The customer may not request further amortization of any subsequent unpaid charges while paying delinquent charges pursuant to an amortization plan.
Failure to comply with the terms of an alternative, deferred, reduced or amortized payment plan will result in the issuance of a written notice of payment delinquency and impending termination notice. The termination notice will be in the form of a final notice delivered to the service address no less than 5 business days before discontinuing service.
Payment Deadline to Avoid Service Shut Off:
All delinquent water service charges and associated fees must be received by the District’s Customer Service Department, located at 220 Nellen Avenue, Corte Madera, CA 94925, during regular business hours (Monday- Friday 8:00 a.m. - 4:30 p.m. on or before the date set forth in the written termination notice.
Water Service Turn-On/Turn-Off Charges
To resume or continue service that has been terminated for non-payment, the customer must pay both a turn-on and turn-off fee of $50 during normal business hours and $100 outside of normal business hours. The District will attempt to reconnect service as soon as practicable but, at a minimum, will restore service before the end of the next business day following receipt of payment in the District’s Customer Service Department of all past due amounts and delinquent fees. Payments not made in person to the Customer Service Department via any other method including but not limited to, on-line bill payment, interactive voice response (IVR), automated clearinghouse (ACH), etc. are subject to three to five business days processing time prior to resuming service. Water service that is turned on by any person other than District personnel with or without District authorization may be subject to fines, penalties and additional charges or fees. Any damages that occur as a result of unauthorized restoration of service are the responsibility of the customer.
Requesting Review and Appeal of Bill
Customers should contact the District’s Customer Service Department to discuss and/or dispute a bill, request amortization of any unpaid charges, show good cause why water service should not be terminated, present any complaint, or request an investigation regarding his/her service or charges. If the District’s Customer Service Department fails to resolve the customer’s dispute, at least two business days before the termination date, the customer may appeal the District’s Customer Service Department’s decision by requesting a hearing before the District’s Treasurer or his/her designee before termination of water service pursuant to Sections 11.28.030(h) (ii) and 11.28.040 of the Marin Municipal Water District Code. If the decision of the District’s Treasurer or his or her designee is unsatisfactory to the customer, the customer may appeal the decision by submitting a written notice of appeal to the District’s General Manager within seven business days of the District’s Treasurer’s or his or her designee’s decision, pursuant to Section 11.28.065 of the Marin Municipal Water District’s Code.
Annual Service Discontinuations:
Annually, Marin Water will publish the total number of services for the prior calendar year that were discontinued for inability to pay.
For 2021, due to the profound impacts of the global COVID-19 pandemic and consistent with state law, Marin Water suspended all water shut-offs related to nonpayment.