DWS Extends Appointment Only Services for In-Person Assistance

April 29, 2021, 7:55 AM HST
Listen to this Article
1 minute
Loading Audio...

The Department of Water Supply (DWS) will continue offering in-person services by appointment only through Friday, May 28, 2021, 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 May 2021. 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
Engineering Division: 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. For more information about no-fee payment options, call one of the Customer Service offices during normal operating hours. Email correspondence may be sent to [email protected]


This comments section is a public community forum for the purpose of free expression. Although Big Island Now encourages respectful communication only, some content may be considered offensive. Please view at your own discretion. View Comments


Get a quick summary of what’s happening on the Big Island with our daily & weekly email of news highlights.