Residential Utility Shutoff Service Policy (SB 998)

The City of Madera is committed to providing safe and reliable water service while ensuring customers understand their rights and responsibilities. This page provides the residential delinquent utility policy, relevant state legislation, and helpful resources in multiple languages.

Policy Documents (2019)

Residential delinquent utility policies are available in the following languages:

State Law: SB 998

SB 998—introduced by Sen. Bill Dodd (D-Napa) and approved on September 28, 2018—establishes protections for residential customers of urban and community water systems regarding discontinuation of water service due to delinquent payments. View the full bill text.

Key Provisions of SB 998

Applies to urban and community water systems with more than 200 service connections. Effective early to mid 2020.
Written discontinuation policies must be available in English, Spanish, Chinese, Tagalog, Vietnamese, Korean, and any language spoken by ≥10% of the service area population.
Water service may not be discontinued until payments are delinquent for at least 60 days. Customers must receive notice by phone or in writing, including information on appeals, extensions, and repayment options.
Service cannot be discontinued if all of the following apply:
- A primary care provider certifies discontinuation poses a serious or potentially fatal threat to a resident.
- The customer demonstrates inability to pay.
- The customer agrees to an alternative payment arrangement. Inability to pay can be demonstrated by public assistance receipt or household income below 200% of the federal poverty level.
Reconnection fees for low-income customers are capped at $50 during business hours and $150 during non-regular hours.
Water systems must notify renters and mobile home residents if service may be discontinued by landlords. Residents have the right to become customers without paying past-due amounts on landlords’ accounts.
Water systems must post annually on their websites the number of service discontinuations due to inability to pay.
Violations carry penalties up to $1,000 per day, with enforcement funds deposited in the Safe Drinking Water Account.
Organizations such as ACWA, CMUA, League of California Cities, CSDA, and AWWA initially opposed the bill. View their letter.
California Water Association initially opposed but later retracted opposition. View letter.