TVWD Service FAQs
Find answers to common questions about bills, service, rates and more. If you can't find what you're looking for, contact Customer Service at (503) 848-3000 or email CustomerService@TVWD.org.
How are rates set?
TVWD sets water rates every-other year. Visit our Drinking Water Rates page for more information about our rates, rate-setting process and how you can access bill assistance programs.
Category: Customer Service
How do I shut off my water?
It is important for everyone in your household to know how to shut off your water in a hurry in case a pipe breaks. Visit our Shutting Off Your Water page to learn how.
Category: Customer Service
How do I access the Customer Self Service Portal?
Visit our Customer Self Service Portal to pay your bill and access your account information.
Category: Customer Service
How do I contact Customer Service?
Contact customer service by email at CustomerService@tvwd.org or by calling 503-848-3000. Our Customer Service Lobby is open Monday - Friday from 8 a.m. – 4 p.m. It is located at 1850 SW 170th Avenue in Beaverton.
Category: Customer Service
What are your regular business hours?
TVWD is open Monday – Thursday from 7 a.m. – 4 p.m. and Friday 8 a.m. – 4 p.m. We are closed weekends and holidays.
Category: Customer Service
Is TVWD my water provider?
Look at the Provider Lookup Tool to find out if you are within TVWD’s service area.
Category: Customer Service
I see TVWD crews working in my neighborhood. What are they doing?
There are many reasons TVWD may be working in your neighborhood. This includes installing or replacing water mains, repairing leaks, reading your meter, or checking on different aspects of the water system to ensure it’s functioning correctly. Our Projects page has a list of most of our construction projects and our Outages page lists most of our current water interruptions.
Category: Customer Service
What are my options for paying my bill?
Visit our Billing and Payment page to see your options for paying your bill or register on the Customer Self Service Portal.
Category: Customer Service
Can I pay my bill online?
Visit our online customer self service portal to pay your bill online.
Category: Customer Service
How can I set up auto-pay?
Set up automatic payments on our online customer self service portal using a debit/credit card or checking account, or by calling (503) 848-3000 using a checking account only.
Category: Customer Service
Can I pay by phone?
Make payments through our automated phone system by calling (844) 331-8344.
Category: Customer Service
How do I start or stop service?
Start or stop service by visiting our Start/Stop Service page or by calling (503) 848-3000.
Category: Customer Service
How can I update my contact information on my account?
Update your contact information on our customer self-service portal, by calling (503) 848-3000 or by emailing CustomerService@tvwd.org.
Category: Customer Service
Does TVWD offer any financial assistance?
Yes. Visit our Bill Assistance Programs page or call (503) 848-3000 to learn how you can receive assistance with your water bill.
Category: Customer Service
Does TVWD provide my sewer and stormwater services?
TVWD only provides drinking water services. In certain areas, we partner with Clean Water Services and the City of Beaverton to co-bill for sewer and surface water services for the convenience of our shared customers and to reduce costs.
Category: Customer Service
Why do you bill bi-monthly?
TVWD bills most customers bi-monthly for cost savings. Sending a bill every-other month reduces the amount and time spent manually reading water meters, postage, and mailing bills.
Category: Customer Service
What is an estimated bill?
If we can’t read a water meter for any reason, such as inclement weather, we will send a bill with estimated water usage. Once TVWD can read the meter again, the following bill will be adjusted based on your actual water use. Visit our Estimated Bills Explained page for more information.
Category: Customer Service
How are customers notified of estimated bills?
If your account was estimated, an insert was included to call attention to the estimation process. Customers enrolled in paperless billing were emailed, alerting them to the estimated billing process. Information is also printed directly on your bill and included on your customer portal account.
Category: Customer Service
How is water consumption estimated?
For most customers, usage is estimated by:
- 80% of last year’s water consumption over the same billing period, if your account was active last year.
- District average use of 14 ccf, if you did not have an account in the same billing period last year.
- Customers were billed $0 for consumption, if you did not have any consumption during the prior billing cycle.
- Connections by builders were billed the same amount as the prior cycle.
If usage falls outside a set range, a customer service representative makes a good faith estimate based on past usage.
Category: Customer Service
Why does TVWD estimate water consumption?
TVWD estimates water usage when staff can’t safety read your water meter, such as during inclement weather, or when other factors, such as staffing shortage or an inaccessible meter prevent the District from completing the meter reading as scheduled.
Category: Customer Service
What are the current residential rates?
Current residential rates can always be found on our Residential Water Rates page.
Category: Customer Service
What are the current commercial and multi-family rates?
Current commercial and multi-family rates can be found on our Commercial Water Rates page.
Category: Customer Service
