What the San Jose Water Company does

The San Jose Water Company (SJW Group) is a private utility that supplies drinking water to roughly 2 million people across the San Francisco Bay Area, including San Jose, Santa Clara, and parts of surrounding counties. Unlike municipal water departments run by city governments, SJW Group is a publicly traded company — meaning it answers to shareholders as well as regulators. You receive a bill from them if your address falls within their service territory, and that bill pays for the water that comes to your home, the pipes that carry it, and the testing that keeps it safe.

The company operates under oversight from the California Public Utilities Commission (CPUC), which sets the rates SJW Group can charge and reviews requests for rate increases. This regulatory structure means your bill is not arbitrary — the CPUC must approve any change to what you pay, and the company must justify the cost.

Key Takeaways

  • SJW Group serves about 2 million people in the San Francisco Bay Area and is regulated by the California Public Utilities Commission, which approves all rate changes.
  • Your water bill includes charges for the water itself, infrastructure maintenance, treatment, and testing — not just the gallons you use.
  • If you cannot pay your bill, SJW Group offers a low-income rate reduction program and payment plans; contact them directly to discuss your situation.
  • You can report water quality concerns, leaks, or billing errors to SJW Group's customer service line, and serious issues can be escalated to the CPUC.

How your water bill is structured

Your SJW Group bill has several parts. The largest is usually the commodity charge — the cost of the water itself, measured in units called hundred cubic feet (HCF). One HCF equals about 748 gallons. The more water you use, the higher this charge. Many water utilities, including SJW Group, use tiered pricing, meaning the rate per unit increases as you use more water in a billing period. This structure encourages conservation.

Beyond the water charge, your bill includes a service charge (a fixed monthly fee for maintaining your connection), a treatment and testing charge (for making water safe to drink), and sometimes a stormwater or wastewater charge depending on your location. Taxes and any applicable surcharges appear as separate line items. If you have a meter, SJW Group reads it monthly or every other month; if you do not have a meter, the bill is based on an estimate or a flat rate.

Rate changes happen periodically and must be approved by the CPUC. When SJW Group requests a rate increase, the company files a formal process with the CPUC, which holds hearings and allows public comment. You can find information about pending rate cases on the CPUC website or by contacting SJW Group directly.

What to do if you cannot pay your bill

SJW Group offers a low-income rate reduction program for customers whose household income falls below a certain threshold (the threshold varies by family size and changes annually). If you meet the income limit, you can receive a discount on your water bill. You will need to provide proof of income, such as recent pay stubs, tax returns, or a benefits statement.

The company also works with customers facing temporary hardship. If you are behind on your bill, contact SJW Group's customer service to discuss a payment plan. The company cannot shut off your water without following specific legal procedures, which include notice and an opportunity to pay or set up a plan. In California, water shutoffs for non-payment are restricted — the utility must offer a payment arrangement before disconnecting service.

If you are experiencing financial hardship due to a recent job loss, medical emergency, or other crisis, ask SJW Group whether you may have access to for any emergency information programs or extended payment terms. Some Bay Area nonprofits also offer utility bill information; your local 211 service can point you toward programs in your area.

Reading your meter and understanding usage

If you have a water meter, you can read it yourself to track your usage between billing cycles. The meter displays a number in HCF (hundred cubic feet). To find your usage for a billing period, subtract the previous reading from the current reading. For example, if your meter showed 1,250 HCF last month and 1,265 HCF this month, you used 15 HCF, or about 11,220 gallons.

Unusually high usage often signals a leak. Common sources are running toilets, dripping faucets, leaking water heaters, and underground pipe breaks. If your bill spikes without a change in your household habits, check for leaks before calling SJW Group. The company can help you locate leaks and may offer guidance on repair, though you are responsible for fixing problems on your property.

SJW Group allows you to view your usage history online through your account portal. This tool shows your consumption month by month, which can help you spot trends and identify when a leak may have started.

Water quality and safety concerns

SJW Group tests its water regularly to meet federal and state safety standards set by the Environmental Protection Agency (EPA) and the California Department of Public Health. The company publishes an annual water quality report (called a Consumer Confidence Report) that shows the results of these tests. You can request a copy from SJW Group or read it from their website.

If you notice discolored water, an unusual taste or smell, or sediment in your tap water, contact SJW Group when ready. The company has a customer service line and an online reporting system. Describe what you observed, when you noticed it, and which tap it came from. SJW Group will investigate and may send a technician to test your water or check your internal plumbing.

For serious water quality issues that SJW Group does not resolve to your satisfaction, you can file a complaint with the California Public Utilities Commission. The CPUC has a consumer complaint process and can investigate violations of water safety rules.

Billing errors and disputes

If you believe your bill is incorrect, contact SJW Group's customer service with your account number and a description of the problem. Common billing issues include meter misreads, charges for water you did not use, or failure to explore a discount you are may have access to to. The company will review your account and explain the charges.

If SJW Group's explanation does not resolve the dispute, you have the right to request a formal review. Ask the company for its dispute resolution process, which typically involves a supervisor review of your case. If you remain unsatisfied, you can file a complaint with the California Public Utilities Commission, which has authority to investigate billing disputes and order refunds if warranted.

Keep copies of your bills, meter readings, and any correspondence with SJW Group. This documentation will support your case if a dispute reaches the CPUC.

Frequently Asked Questions

How do I set up or close a water account with SJW Group?

Contact SJW Group's customer service to open an account when you move into a new address in their service area or to close one when you move out. You will need to provide your address, a phone number, and proof of residency or tenancy. The company will assign you an account number and begin billing. Closing an account requires a final meter reading and settlement of any balance owed.

Can I dispute a rate increase?

You cannot dispute a rate increase that has already been approved by the CPUC, but you can participate in the public comment process before the CPUC approves a new rate case. When SJW Group files a rate increase request, the CPUC publishes notice and holds hearings. You can submit written comments or attend a hearing to voice your concerns. Information about pending rate cases is available on the CPUC website.

What happens if I do not pay my water bill?

SJW Group will send you a notice of delinquency and may charge a late fee. If you do not pay or arrange a payment plan, the company can pursue collection action, which may include reporting the debt to credit agencies. Water shutoff is a last resort and requires legal notice and opportunity to pay or negotiate.

How can I reduce my water usage and lower my bill?

Fix leaks promptly, install low-flow showerheads and faucet aerators, run full loads in washing machines and dishwashers, and water outdoor plants during cooler parts of the day. SJW Group's website offers conservation tips and may provide rebates for water-efficient appliances or landscaping changes. Check with the company about current programs.

Who do I contact if I have a water main break or emergency?

Call SJW Group's emergency line when ready if you see water gushing from the street, a large wet area in your yard, or a sudden drop in water pressure. The company operates a 24-hour emergency response team. For non-emergencies, use the regular customer service number during business hours.