DWS Extends In-Person Appointment Only Policy

November 24, 2020, 9:00 AM HST
* Updated November 24, 7:55 AM
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The Department of Water Supply (DWS), will continue offering in-person services by appointment only through Dec. 31, to help prevent the spread of COVID-19.

Customers and members of the public may schedule an appointment to start new water service, obtain help with an existing water account, or receive other in-person assistance during this time.

In-person payment collections and unscheduled in-person services remain suspended through December. To maintain safety, customers wanting to pay their water bill are asked to do so remotely using the no-fee payment options, while walk-in visitors lacking an appointment will be asked to schedule one for assistance.

To make an appointment, call one of the following office numbers on weekdays, excluding holidays:

  • Hilo: 808-961-8060
  • Waimea: 808-887-3030
  • Kona: 808-322-0600

For the Engineering Division call 808-961-8070.


Before entering a DWS facility, all visitors must answer a short questionnaire about their health, apply provided hand sanitizer, and wear a face covering. Private security personnel is assisting with the process. Anyone feeling ill or exhibiting COVID-19 symptoms on the day of their appointment will be asked to reschedule in the interest of public safety. To maintain social distancing, visitors should limit their companions to essential attendees only.


The DWS is continuing to accept only telephone, online, auto-payment, mail, or non-cash payments left in a secured DWS payment dropbox. To pay a water bill online, visit, click either the “Pay Your Bill Online” or “Pay Online” tab and follow the self-service portal.

Customers wishing to pay by telephone should call toll-free 844-216-1994 anytime. Email correspondence may be sent to [email protected]

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