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1. When is my bill due?

The last day of the second month shall be known as the billing date. The bill shall be due and payable in full upon receipt.

2. Whom do I contact regarding utility services?

Individuals who have questions regarding service provided by the City of Washougal Utilities are encouraged to contact the Utility Billing Department.

• Utility Billing Hours are: Monday through Friday, 8 a.m. to 5 p.m.
• Mailing Address for business office:
  1701 C Street
  Washougal, WA, 98671
• Customer Service phone number: 360-835-8501, Option 1
• Emergency service phone number: 360-735-9509 (after-hours)

3. What information of mine does Utility Billing keep?

Utility Billing shall maintain account records for each customer that includes the customer's legal name, billing address, account number, service address, current charges and account history including consumption, past due charges, penalties and fees.

4. How are utility rates calculated?

Bills for municipal utility services provided shall be issued bimonthly by Washougal Utilities, and are required to be paid bimonthly in full by the customer. Bimonthly billings shall be mailed on the last business day of the second month of service.

5. When is the meter read?

Typically, meters shall be read between the 12th and 17th day of every other month. Most utility meter readings are obtained every other month through a touch pad read.

6. How do I pay my bill?

Payments can be made:

• Through automatic bank withdrawal
• By mail to:
  City of Washougal
  1701 C Street
  Washougal, WA, 98671
• In person at the Utility Billing Office in City Hall 
• By drop box is located outside the main doors
• By phone at 833-209-4078
• Online

All payments must be received by City of Washougal before close of business on the last day of the month following the bill date. The City of Washougal does not take any payments over the phone.

The City will provide a drop box for utility payments to be made on holidays, weekends and out of office hours.

7. Can I pay ahead?

Yes, you can make a payment on your utility account at any time. If the payment results in a credit on your account, the credit will be used on your next bimonthly bill.

8. When is my payment considered late?

Any customer who is disconnected for non-payment shall not be reconnected until payment of all charges and fees outlined in the Notice of Past Due Balance and Disconnection of Service (Delinquent Bill).

Reconnection will only occur between the hours of 9 a.m. and 4:30 p.m, Monday through Friday, excluding City observed holidays. Payment must be received in the Utility Billing office before 3 p.m. for a same-day reconnection. If payment for reconnection is made after 3 p.m, reconnection will occur on the next business day.

9. What information is required to sign up for utility services?

The residential application shall include:

• The applicant's name
• The number of other adults living at the residence
• Service address
• Mailing address
• Date of birth
• Signature of the party responsible for payment

The commercial application shall include the applicant's name, the number of employees, service address, mailing address, federal identification number, signature of the party responsible for payment.

Two forms of identification are required at the time of application for utility service. One form of identification must include a photo. The second form of identification must prove ownership of the service location. Acceptable forms of identification include, but are not limited to:

• Drivers license
• State issued identification card
• Housing and Urban Development (HUD) statement
• Deed of ownership

10. What happens if I have excess credit after my final bill?

Any credit in excess of $10 remaining on a customer's utility account after the final bill has been created shall be refunded to the customer in the form of a check issued by the City of Washougal if a forwarding address has been provided.

Any credit amount if no forwarding address has been provided or if it is $10 or less remaining on a customer's utility account after the final bill has been created shall be retained by the city to cover administrative expenses.

11. What if I cannot pay my bill?

Customers who are unable to pay their utility bill by the due date are encouraged to contact the Utility Billing office to arrange a mutually agreed-upon payment plan, with the goal of the payment plan being to bring the customer's account current. Utility Billing staff has the right to reject a proposed payment plan if it is determined not to achieve the goal of bringing a customer's account current.

Customers who are having difficulty paying their City of Washougal Utility bill may receive assistance from the City of Washougal. This assistance may include referrals to organizations, agencies, and programs which provide financial assistance, as well as other services offered by City of Washougal. Information may be disseminated regarding community service agencies, which may have programs designed to assist with payment of utility bills.

12. Can I set up Automatic Payments?

Washougal Utilities offers an automatic bank withdrawal payment option. After enrollment in this program, bimonthly utility payments will be deducted on the 20th of the month following the bill date.

If the 20th falls on a weekend or a holiday, then the deduction shall be taken on the first business day following the holiday or weekend.

13. What is the City's landlord/tenant policy?

• The City of Washougal recognizes the rights and duties of landlords and tenants as outlined in federal law, state statutes, local ordinances, safety and housing codes, common law, contract law and a number of court decisions.
• Notification for the establishment of utility service at a rental service address may only be made by the owner using the Direct Renter Billing Form (DRB).
• Scheduling of a meter reading for a tenant's final bill can be made by either the landlord or the tenant on record.
• The legal owner of the property receiving the service is responsible for all water, sewer and storm water bills.
• The Utility Billing office will not mediate disputes regarding billing issues between a landlord and tenant.

14. What if I have a leak?

• It is not our policy to turn the water off upon discovering that somebody may have a leak. We will call and speak to the customer of record or leave a voice mail or leave a door hanger at the property in question.
• It is the customers responsibility to verify if they have a leak on their property and to get said leak fixed within 30 days of notification to qualify for a leak adjustment.
• Qualifying leak adjustments will have the overage charged because of the leak reduced by 50% for up to 2 billing cycles (4months).
• The overage is worked out using 6 prior consecutive reads. If it is a new build with less than 6 prior reads we will use the flat fee consumption for leak adjustment calculations.
• Low income senior citizens that have already applied and qualified for the low income senior rates will have 100% of the overage caused by the leak waived.