SB 998 Residential Utility Shutoff Service Policy

This policy has been established to comply with Senate Bill 998, known as the “Water Shutoff Protection Act” and approved by the Governor on September 28, 2018 (California Health and Safety Code Sections 116900, et seq.). This Policy is available here on the City of Pismo Beach website. The City’s Utility Billing office can be contacted by by email at or by phone at 805-773-4655 to discuss options for averting termination of residential water service for nonpayment under the terms of this policy. This policy does not apply to non-residential water service.

This policy is effective on February 1, 2020. 

Residential Water Shutoff Process

In the event that a utility bill has a past due balance of more than 60 days, a shutoff notice will be mailed to the customer. If a customer fails to pay their bill by 3:00 pm on the due date printed on their shutoff notice and has not made any other arrangements with the City for payment, the water will be shutoff at the service address on the following business day. This termination includes a lock on the meter preventing the customer from restoring service. A $100.00 service termination and restoration penalty will be assessed to the account, which will be due along with the entire past due balance before service will be restored.This fee is a cost recovery for the City employees who process the shutoff and restore; it is not a deposit. As the fee was established by Council, Utility Billing staff does not have the authority to waive this fee. If you believe this fee was applied to your account in error, please contact Utility Billing staff at (805) 773-4655 and we will review your account.

Reduced Discontinuation of Service Fee

Customers who demonstrate their household is below 200 percent of the federal poverty line may be eligible to pay only a $57    re-connection fee. A customer shall be deemed to have household income below 200 percent of federal poverty line if any member of household is recipient of:
  • Cal Works
  • Cal Fresh
  • General Assistance
  • Medi-Cal
  • Supplemental Security Income/State Supplementary Payment Program
  • California Special Supplemental Nutrition Program for Women, Infants, and Children (WIC)
  • CARE Program on either PG&E or SoCal Gas
  • or customer declares that households annual income is 200 percent below the federal poverty line.

Once sufficient payment has been received, a work order will be placed to our water distribution crew to restore service to the address. As we are not digitally connected to water meters in the City, restoration requires a crew member to travel to the location and manually restore the service. Given that these workers already have a full day of work scheduled for them, this restoration is not likely to take place quickly and will usually occur in the afternoon.

Please note: If you make a payment to restore service via our website, you must contact us to let us know that the payment has been made. The online payment system does not notify Utility Billing staff that a payment has been made. 

Payment Plan

The City recognizes that there are circumstances which may prevent our customers from making their utility bill payment before the due date on their discontinuation notice. The City will offer a payment plan to customers with an amortization schedule of the unpaid balance or an alternative payment schedule. Please contact our Utility Billing staff at (805) 773-4655 or by e-mail at to inquire about setting up a payment plan.

Bill Review & Appeal

A customer who desires to dispute the accuracy of the unpaid balance or any bill may submit a written request to the Utility Billing staff, by email to or in person at Pismo Beach City Hall located at 760 Mattie Road, prior to the shutoff date. While the account is under review, service will not be interrupted. When a decision has been made, the customer will be notified by phone or email and payment will be due within 24 hours of decision. All decisions by the Administrative Services Director will be final.