The Customer Account Assistance Program (CAAP) provides a method to request a discount when you have a large water bill due to an extraordinary or unusual circumstance. The CAAP will not be considered for excessive water use that results from a violation of the District’s Rules and Regulations.

What are the general guidelines for the CAAP?

• The property must be a primary residence of the owner or long‐term tenant. Vacation homes and short‐term rentals (i.e., Airbnb & VRBO) are not eligible for the CAAP. Proof of residency may be required.  
• The bill in question must be at least $700 more than the last year’s bill for the same period.
• The same customer is limited to two (2) CAAP’s within a five (5) year period at the same service address. A new customer at the same service address may be considered for the CAAP.
• The CAAP is limited to no more than two (2) consecutive billing cycles.   

How do I apply?

• Submit a completed CAAP application;  
• Submit proof that repairs were made along with your application (i.e., receipts for repair, proof of paid invoice to a plumber, before and after photos, etc.);
• Pay a good faith payment by the due date in an amount equal to your average bill from the same period of the prior year.

What happens after I submit my application, proof of repair, and make my good faith payment?

• Your application will be reviewed in accordance with the District’s Rules and Regulations. While your application is under review, the District will not lock‐off your account for non‐payment or apply any late fees as long as you have completed all of the application steps. Once your application is processed, we will notify you of the outcome as to whether you qualify for the CAAP.

What happens if I qualify?

• If you qualify for the CAAP, the District will discount your water bill by recalculating your usage (this does not include the monthly basic fee) using the large meter flat rate. You can pay the discounted rate in full, or you can request to have the balance placed on a payment plan for up to six (6) months.

Why would I not qualify for the CAAP?  

• There are several reasons you may not qualify, but most commonly, it is because your water bill is not greater than the $700 threshold compared to last year’s bill for the same period, proof of repair has not been submitted, a good faith payment has not been received, and/or the property is not your primary residence.

What options do I have if I do not qualify?

• If you do not qualify for the CAAP, you can request to place your balance on a payment plan for up to six (6) months.

How can I find out if I have a leak?

• You can request that the District complete a water survey to help detect leaks and find opportunities for reducing water use. The customer or another adult designated by the customer, must be present when the water survey is conducted.

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CUSTOMER ACCOUNT ASSISTANCE PROGRAM APPLICATION

Customer Name: (required)

Account Number (required)

Service Address: (required)

Mailing Address (enter if different from Service Address):

Email Address: (required)

Phone Number: (required)

Is the Service Address above your primary residence*? (required)

Yes

No

Have you applied for a CAAP in the past? If yes, enter the date of your previous application. (required)

Yes

No

Previous Application Date (if applicable)

Describe why your bill is higher than normal. (required)

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Proof of repair

Did you make a repair? (required)

Yes or In Process

No

Describe the repair made. (required)

Upload proof of repair. Proof of repair may include receipts for repair, proof of paid invoice to a plumber, before and after photos, etc. (required)

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By submitting this form, I request to be considered for the Customer Account Assistance Program (CAAP). I certify the information provided is true and correct to the best of my knowledge. I further understand that any false statements may result in denial of my application. I acknowledge receipt of the CAAP information and authorize the District to investigate my account and water usage. I agree to cooperate with the investigation process including a water survey. I understand that my application will be reviewed in accordance with the District’s Rules and Regulations which I can view at www.jbwd.com.

Your Signature (required)

Confirm e-Signature

Review Electronic Records and Signatures Policy (required)

Read our Electronic Record and Signature Disclosure

I agree to use electronic records and signatures

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