Water Quality

Question
If service is disconnected, is there a charge to turn it back on?
Answer
Service will be reconnected only after the account balance and all fees are paid. Please call 909-395-2050 to speak to a customer service representative during regular business hours, Monday through Thursday (7:30 a.m. to 5:30 p.m.) or Friday (8:00 a.m. to 5:00 p.m.).
Question
How can I find out what's in my water?
Answer

Every year the City of Ontario publishes and mails to all customers an annual Water Quality Report. The free report gives the results of the tests it does in order to make sure your water meets federal and state drinking water regulations. It also explains where your water comes from and includes other useful information. The report is available in English and Spanish. To request a hard copy, please call (909) 395-2678 or e-mail waterreport@ci.ontario.ca.us.

Question
When are you open?
Answer
We are open Monday through Thursday from 7:30a.m. to 5:30p.m. and Friday from 8:00a.m. to 5:00p.m. We are closed on weekends and most holidays.
Question
When will the advance payment be refunded?
Answer
The advance payment is applied to your final bill when service is closed.
Question
If the bill is not paid, will service be disconnected?
Answer
Customers are notified that account is delinquent and final date for payment. If payment is not made, service will be disconnected.
Question
If I am unable to pay by the Past Due Date is it possible to get an extension for payment?
Answer
Payment extensions are not granted on advance payments. However, we are happy to provide assistance to our customers who are having temporary financial difficulties. Requests for payment extensions are considered on an individual basis and must be requested before the account is past due.
Question
Is interest paid on advance payments?
Answer
No.
Question
What methods of payment are accepted for advance payments?
Answer
Cash (in office), money orders, checks, ATM, Visa, MasterCard or Discover.
Question
Will I be required to pay an advance payment? If so, how much will it be?
Answer
An advance payment is required for service. For residential customers, there will be a maximum of $220.00 per dwelling. For business customers, advance payments can vary depending on the service level.
Question
Where is your 24-hour drop box located?
Answer
Our 24-hour drop box is located in the circle drive in the main parking lot for City Hall and the Senior Center.
Question
Where do I mail my payment?
Answer
Mail to: City of Ontario Revenue Services Department 1333 S. Bon View Avenue Ontario, CA 91761
Question
When is the bill due?
Answer
The bill is due and payable upon receipt. The bill becomes delinquent if not paid within 26 days from the bill date.
Question
When will I be billed?
Answer
Bills are issued monthly.
Question
How many days in advance do I need to call to have service turned on/off?
Answer
At least one business day in advance is required.
Question
What information do I need to turn service off?
Answer
Account name, service address, turn off date, forwarding address, and social security number.
Question
Do I have to come into the office to apply for service?
Answer
No, service can be started over the phone provided the required advance payment is made with a credit card.
Question
What information do I need to turn service on?
Answer

For Residential Service:

  • Turn on date
  • Service address
  • Billing address
  • Name on account (Phone number(s) and Social security number)
  • Advance payment of a maximum of $220 per residential dwelling (can pay in person or by phone with Visa, Mastercard or Discover).

For Commercial Service:

  • Turn on date
  • Service address
  • Name of business (Federal tax ID number, City of Ontario business license number, Phone numbers, and Contact person)
  • Advance payment is required, dollar amount is based on prior usage and type of solid waste service requested (can pay in person or by phone with Visa, Mastercard or Discover).
Question
What methods of payment do you accept?
Answer

There are several options you may use when paying your utility bill. They include:

  • Cash (in office)
  • Money orders
  • Checks
  • ATM
  • Visa
  • MasterCard
  • Discover
Question
Where are you located?
Answer
We are located at the Utility & Customer Services Center at 1333 S. Bon View Avenue.
Question
Who is making sure that my water is safe and healthy to drink?
Answer
California has very strict regulations for the quality of tap water. There are also laws and additional state and federal agencies that help keep harmful things out of drinking water sources. Your utility must make sure that your water meets these requirements. Southern California utilities have an excellent record for delivering water that is as good or better than required. If for some reason your water did not meet the health and safety regulations, you would be notified immediately. Each of us also has a responsibility to take care of the drinking water on our property. For example, if you use a water filter, make sure you change the filter often so bacteria does not grow inside and spoil the water. Clean out your older plumbing or drains properly so that your water doesn't collect odd smells, tastes or colors. While a funny color, taste or smell usually doesn’t mean your water is unsafe, you still may want to correct the problem.