Water District

This article explains how Alameda County Water District serves customers in Fremont, Newark, and Union City, including how to start or stop water service, pay a bill, review charges, request payment assistance, and address leaks or water quality concerns. It also covers conservation programs, development services, and drilling permits so residents, businesses, and property owners can choose the correct office and prepare the information their request requires.

Service Area and Office Access

Alameda County Water District, commonly called ACWD, provides potable drinking water to Fremont, Newark, and Union City. Its service area matters when choosing where to direct a request: the district’s county name should not be treated as a statement that it provides retail water service throughout Alameda County. For a home or business account, identify the service location before requesting service or discussing billing.

The official Alameda County Water District website provides access to account services, water rates, customer assistance, conservation information, and other district functions. My Smart Water Connect is the district’s customer portal for account features such as electronic billing, automatic payments, and water-use information. Other district systems serve different purposes, including conservation applications and drilling permit requests.

Business Hours and Lobby Hours

ACWD’s main office is in Fremont. Regular business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., while lobby hours are Monday through Friday, 9:00 a.m. to 4:00 p.m. The distinction is useful when planning a visit: telephone service hours extend beyond the hours available for an in-person transaction. Starting and stopping service by telephone or in person excludes holidays.

The district’s Customer Service information directs account holders to staff for questions and billing inquiries. Customer Service also handles requests to start or stop service at homes and businesses. Water conservation questions and development projects have separate contacts, while leaks, meter issues, and water quality concerns have a 24-hour contact. Office addresses and telephone numbers appear in the department list at the end.

Starting or Stopping Water Service

The person responsible for the account can request a service change by telephone, in person, or online. ACWD requires at least one business day’s notice, submitted before 5:00 p.m., for the requested start or stop date to take effect. A move scheduled around a weekend or holiday therefore needs advance attention to the business-day requirement.

The starting and stopping service instructions provide the district’s online request options. Online account access is required to begin the online stop-service process. Someone who has not established that access should account for this requirement before attempting to cancel service online.

Information Required for Service Changes

Have the following information ready when making a start or stop request:

The date water service should start or stop.

The service address or location.

A daytime telephone number and email address.

A driver’s license number.

The last four digits of the account holder’s Social Security number, or the tax identification number for a business.

A mailing address, if applicable.

The service address identifies the location receiving water. A mailing address serves a different purpose and should be supplied when applicable. Preparing both avoids treating an address for correspondence as the property where service needs to change.

Activation Charges and Shutoff Timing

All plumbing fixtures must be turned off before new water service starts. For a stop-service request, water may be turned off as early as 8:00 a.m. on the scheduled day, Monday through Friday, excluding legal holidays. Plan the requested cancellation date with that early shutoff time in mind, particularly if water will still be needed during a move.

An account establishment field charge applies when service starts and appears on the first bill. ACWD provides a confirmation number after receiving the request; retain it because it may be required for future reference. The confirmation identifies the service request and should be kept with the requested date and service location.

Water Bills and Rate Calculations

ACWD bills customers every other month, producing six bills per year. Each bill includes a fixed service charge and a consumption charge based on the water used during the billing period. “Bimonthly” means every two months in this billing system, so a charge should not be read as a monthly amount.

The district’s water rates page explains these charges and provides access to the full Schedule of Rates and Fees. The rate schedule distinguishes ordinary water service, consumption charges, and private fire service charges. Customers reviewing a bill should match the charge to the meter or service involved.

Fixed Charges and Water Consumption

Under the rates effective March 1, 2026, the bimonthly service charge for a 5/8-inch or 3/4-inch meter is $68.95. These are the meter sizes typically used by residential customers. Larger meters have different fixed charges. The service charge covers costs that do not vary with consumption, including meter reading, billing, portions of debt service, and maintenance and replacement of meters and distribution service lines.

Water consumption is measured in units. One unit equals 100 cubic feet, or 748 gallons. The March 1, 2026, consumption rate is $5.38 per unit inside the district and $6.15 per unit outside the district. The fixed charge is added to the consumption charge rather than replacing it.

For example, 16 units at the inside-district rate cost $86.08 in consumption charges. Adding the $68.95 service charge for a typical residential meter produces $155.03. ACWD uses approximately 16 units per two-month billing cycle as its average single-family residential example. An individual account’s bill depends on its actual consumption and applicable meter charge.

Payment Options and Account Settings

The official bill payment options explain online payments, automatic payments, telephone payments, mailed checks, and payments at headquarters. Choose the method that fits the transaction, and distinguish a one-time payment from enrollment in an ongoing payment service.

Autopay, Paperless Billing, and Text Payments

Autopay enrollment is free. After logging in or registering in the customer portal, go to Account and Payment Method to enter bank or card details. Then go to Billing and Auto Payment to complete enrollment. ACWD accepts Visa, Mastercard, and Discover without additional fees for this option, and an enrollment confirmation email is sent.

Customers already using automatic payments should confirm or update their default payment method so payments use the intended bank account or card. Entering a payment method and completing Autopay enrollment are separate steps; follow both parts of the district’s instructions.

Paperless billing is managed through Account and My Profile. Select the Enroll link for the service address and click Continue on the pop-up screen. Paperless billing provides notifications when a bill is ready. It is a billing-delivery setting, so customers who also want automatic payment must complete the separate Autopay enrollment.

Pay-by-Text has its own enrollment under Billing and Text to Pay. Complete that enrollment to use the text payment option. ACWD sends confirmation emails for paperless billing and Text to Pay enrollment as well.

One-Time and Telephone Payments

One Time Pay allows an online payment without registering an account and carries no additional fee. Enter the account number and ZIP code, supply payment details, and select Make a Payment. Review and confirm the details before selecting Make a Payment again to complete the transaction. A confirmation email is sent.

The automated telephone payment system accepts Visa, Mastercard, Discover, and electronic checks, with no additional fees. It is accessed through the Customer Service telephone number in the final department list.

Mailed Payments and the Night Drop

For payment by mail, send a check with the payment coupon in the envelope provided with the bill. The district’s payment mailing address is different from its Fremont headquarters address; use the payment address shown in the final list for mailed bill payments.

In-person payments are accepted at headquarters Monday through Friday, 9:00 a.m. to 4:00 p.m. Accepted methods are cash, check, money order, Visa, Mastercard, and Discover. The payment page specifies that visitors must wear face masks when entering the building.

The night drop box is to the right of the front doors and is available for after-hours payments. It accepts checks and money orders. Do not place cash in the drop box, even though cash is accepted for an in-person payment during lobby hours.

Help on Tap Payment Assistance

The Help on Tap customer assistance program provides income-qualified residential customers with a credit equal to 100% of the bimonthly water service charge, currently $68.95 under the supplied rate schedule. This benefit applies to the service charge; it should not be read as payment of the entire water bill.

Household Income and Application Documents

Applicants can complete and return a downloadable application or request that Customer Service mail one. Applications are available in English, Spanish, Chinese, Dari, Tagalog, Korean, Vietnamese, Farsi, and Hindi. Proof of income is required for approval, and ACWD verifies household income and occupants.

Income means the combined gross income of all people living in the household, including taxable and nontaxable income. Examples include wages, pensions, unemployment benefits, disability payments, self-employment income, support payments, investment income, rental income, Social Security, and other sources identified in the program application. Using only one person’s earnings or income after taxes can produce an incorrect eligibility comparison.

People in Household	Maximum Gross Annual Household Income
1–2	$67,900
3	$76,400
4	$84,850
5	$96,700
6	$110,900
Each additional person	Add $14,200

Income guidelines are subject to change. Typical verification documents include a recent tax return, Social Security statements, consecutive payments, proof of unemployment, or similar records. Proof that the applicant is enrolled in Medi-Cal, CalFresh, CalWORKS, or SSI/SSP is considered qualifying for Help on Tap.

Program Rules and Three-Year Renewal

The water bill must be in the applicant’s name, and the applicant must live full time at the address receiving the credit. Participants may have only one ACWD water service account and may not be claimed as a dependent on another person’s tax return. Bills must be paid by their due dates.

Participants must repair residential water leaks promptly and notify ACWD immediately if the household no longer meets the income guidelines. Approval lasts three years, after which a complete eligibility application must be renewed. A participant who violates program rules may be removed and may be liable to repay credits from the time they were applied.

Crisis Assistance Requests

ACWD also offers up to $200 per two-year period for customers experiencing a financial crisis who meet Help on Tap approval requirements. Customers already enrolled in Help on Tap can call Customer Service to request crisis assistance without submitting another application.

Customers who are not enrolled should use the standard Help on Tap application. If approved, they are eligible for both programs. The crisis benefit and the recurring service-charge credit are separate forms of assistance with different limits.

Leaks, Meter Issues, and Water Quality

ACWD provides a 24-hour contact for leaks, meter issues, and water quality concerns. These operational concerns have a different contact from routine billing questions. The Operations & Maintenance/Water Quality number in the final list also serves water emergencies.

The district’s Advanced Metering Infrastructure, or AMI, reads meters remotely and can alert customers to possible leaks. The finding and fixing leaks instructions explain how to use meter data and household checks to investigate unexpected consumption. Portal data refreshes every six to eight hours, so it should not be treated as an immediate reading.

Indoor and Outdoor Leak Isolation

ACWD’s isolation test begins with locating the shutoff valve serving the inside of the home, usually in the front yard near a spigot. Turn it off and record the time; the district recommends leaving it off overnight for the best results. If the valve will not turn or spins freely, it needs repair or replacement. Water continuing to flow from an indoor faucet after shutoff also indicates that the valve is not working properly.

The next day, review portal usage for the period when the valve was off. Usage during that period suggests an outdoor leak. If there is a separate irrigation shutoff valve, the same isolation approach can help investigate irrigation leakage. No usage during the household shutoff suggests an indoor leak. These results indicate a likely location rather than identifying the exact faulty fixture or pipe.

Toilet Tests and Conservation Supplies

To test a toilet, add food coloring or dye tablets to the tank without flushing. Wait 20 minutes. Color appearing in the bowl indicates a leak. ACWD identifies worn flappers and overflowing fill valves as common causes.

Free dye tablets can be picked up at headquarters or requested through the district’s email option. A free Fix-A-Leak Kit includes dye tablets, a toilet flapper, and leak-related information. Customers can create an account in the Water Savings Center and submit the kit order form there.

Conservation Programs and Application Tracking

ACWD offers rebates, incentives, and technical assistance for residential, commercial, industrial, institutional, and large landscape customers. Its water conservation services cover household water savings, business programs, gardens and landscapes, and current rebate offerings.

The Water Savings Center is the application portal for water-use efficiency programs. Customers can register, submit applications, and track their status. The district’s Quick Start Guide explains registration, application submission, and status checks. This system serves conservation applications, while My Smart Water Connect serves billing and account functions.

Water Use Efficiency staff answer conservation questions during regular business hours, Monday through Friday, 8:00 a.m. to 5:00 p.m. The district states that calls are returned within 24 hours, except over the weekend. For a rebate request, review the current offering and its application instructions before submitting through the Water Savings Center.

Emergency Water Storage

A major earthquake or other emergency can interrupt water service for a week or more. ACWD recommends storing two gallons of water per person per day for three to seven days. For a four-person household, that recommendation corresponds to 24 gallons for three days or 56 gallons for seven days.

The district provides a Family Disaster Planning Worksheet covering emergency communications, a supply kit, and household action plans. Its preparedness materials also address emergency water storage and planned water shutoffs. A stored supply helps a household prepare for a service interruption before running water becomes unavailable.

Development Projects and Water System Records

The Development Services page covers new or modified water services, fire flow testing, facility records, and district construction standards. These requests differ from starting an account at a property with existing service. The Customer Service counter can assist with questions about service changes, fees, and records during weekday lobby hours.

Project Applications and Hydrant Meters

A Customer Work Request Application is used for installation, upgrades, relocation, or removal of meters and fire services, as well as other ACWD field work. A Fire Flow Test Application addresses distribution-system capacity at a specific location, with results typically needed for fire sprinkler designs, water system designs, or insurance purposes.

Projects involving a public water main extension require an Application for Public Water System Extension before ACWD reviews improvement plans. Temporary water use from existing hydrants, such as construction water, dust control, or street sweeping, uses a Hydrant Meter Request Form. Customer Service also identifies temporary hydrant meter rentals as available through the main office.

Maps, Drawings, and Development Standards

The records request option covers 200-scale utility maps showing the general location of ACWD facilities, record engineering drawings, improvement plans showing the plan and profile of specific facilities, and other district records. Identify whether the project needs a general facility-location map or drawings of a particular water facility before selecting the records to request.

Development materials include the development policy, specifications for public water system extensions, standard specifications and drawings, approved materials, water efficiency measures, and backflow prevention requirements. Development fees and district-wide water rates appear in separate schedules, so project planning should use the schedule corresponding to the requested work.

Drilling Permits and Inspection Scheduling

ACWD’s permits and applications page provides drilling permit instructions, inactive-classification applications, permit fee information, a site hazard form, and access to the Public Permit Application Portal. This permitting process is separate from account activation and conservation applications.

Under ACWD Ordinance No. 2010-01, a drilling permit is required before subsurface drilling activities for wells, exploratory holes, and other excavations begin. An inactive-classification permit is also required for a well or other excavation that will remain unused for 12 months when the owner intends to use it again.

Read the permit instructions when assembling the application package. All permitted work requires inspection scheduling, and drilling activities must be coordinated with ACWD before field work begins. Submission of an application therefore does not replace the requirement to coordinate the work and inspection with the district.

Water District Offices and Contacts

Alameda County Water District
43885 S Grimmer Boulevard, Fremont, CA 94538
Phone: 510-668-4200

Alameda County Water District
PO BOX 101837, Pasadena, CA 91189-1837

Operations & Maintenance/Water Quality
43885 S Grimmer Boulevard, Fremont, CA 94538
Phone: 510-668-6500

Water Conservation
43885 S Grimmer Boulevard, Fremont, CA 94538
Phone: 510-668-4218

Engineering and Technology Services
43885 S Grimmer Boulevard, Fremont, CA 94538
Phone: 510-668-4499

Water District FAQs

Where does my drinking water come from?

Alameda County Water District uses three primary supplies: the State Water Project, San Francisco’s Regional Water System, and local sources. Local supplies include fresh groundwater from the Niles Cone Groundwater Basin, treated brackish groundwater, and surface water from Del Valle Reservoir. In a typical year, the district reports approximately 20% from San Francisco’s system, 40% from the State Water Project, and 40% from the Alameda Creek watershed. These are approximate districtwide proportions, rather than a fixed breakdown for an individual home. The district’s water sources and treatment information explains how these supplies are processed before delivery.

Does the district reduce groundwater hardness?

Yes. ACWD’s Blending Facility combines San Francisco water with local fresh groundwater, which has higher hardness, to produce a supply with lower overall hardness. Its Newark Desalination Facility performs a different job: removing salts and other impurities from brackish groundwater. The supplied information does not give a hardness reading for a particular address, so it should not be used to choose a water softener setting or assume every household receives the same mineral concentration.

Can teachers get free water education materials?

ACWD offers free water education materials for teachers in Fremont, Newark, and Union City. Teachers can find the announcement on the district’s official website and follow its ordering information. Review the available materials before planning a lesson; the supplied announcement does not specify grade levels, quantities, or delivery times.

How can I hear about upcoming conservation classes?

On the water conservation page, use Notify Me to create an account and subscribe to “Water Conservation Program Updates.” This subscription provides alerts about upcoming classes and events. The page also lists scheduled sessions, including conservation questions and answers and landscape workshops. Check the individual event listing for its date, time, and participation instructions before making plans.