At Your Service Help

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Frequently Asked Questions

The following is a list of common questions about the City of Vancouver's Utilities Services and our online At Your Service account system. Have a question that is not answered here? Please call us at 360-487-7999.

What utilities does the City of Vancouver provide?

How do I start City of Vancouver water and/or sewer services?

Will I need a deposit?

How may I contact Utilities Services?

Where is Vancouver's Utilities Services office located?

What are your hours?

What are Vancouver's rates for water, sewer and/or surface water utilities?

How are these utilities billed?

Can I have City of Vancouver utilities bills delivered electronically?

How do I read my utilities bill?

My name does not match the name on the account but the service address is correct. Why?

How do I read my water meter?

What payment options does the City of Vancouver offer to its utilities customers?

How secure is my payment when I use the City of Vancouver's At Your Service online system?

What are the payment deadlines and penalties for late payment?

What other charges may apply if my utilities account is past due?

There is a disruption in services. Who should I call?

I'm moving. What should I do?

What utilities services does the City of Vancouver provide?

The City of Vancouver provides water, sewer and surface water (includes drainage) management services. Our water distribution system provides drinking water to nearly 200,000 people within the City of Vancouver and outside in the City's urban growth area, and constitutes the fourth largest water utility in the state of Washington.

How do I start City of Vancouver water and/or sewer services?

You must call or visit the City's Utilities Services office at 360-487-7999 to sign up for utilities. Our customer service representatives will be able to provide information about rates, security deposits if required, and other matters of concern. When you call or visit us, you will be asked to provide:

Residents:

Tenants: If you are renting your service location, please confirm with your landlord who will be paying for these services.

Businesses: Please also provide your tax identification number. 

Note: The City does not currently offer online service sign-up, but may consider doing so for residential customers in the future.

Will I need a deposit?

A deposit equal to two utility bills may be required on new accounts where needed due to poor payment or credit history. Deposits will be credited after one year of on-time payments.

How may I contact Utilities Services?

You may contact us in person, by phone or by e-mail. See how at Contact Us.

Where is the Utilities Services office located?

The Utilities Services Center, which provides walk-in service during regular office hours, except City holidays, is located at 2323 General Anderson Road, south of Fourth Plain Boulevard and west of Stapleton Road, in Vancouver, Washington.

What are your hours?

The Utilities Services office is open 8 a.m. to 5 p.m., Monday, Tuesday, Thursday and Friday, and 9 a.m. to 5 p.m., Wednesday, except City holidays. Customer service representatives are available in person or by calling 360-487-7999 during office hours. 

Our customers are also encouraged to use our online At Your Service Web site to check account information and make payments or our automated voice response telephone system, both available to you 24 hours per day, seven days a week. That's as easy as www.cityofvancouver.us/AtYourService or 360-487-7999. Please note: There may be infrequent occasions when the system is not available while upgrades and regular maintenance are being performed. 

What rates does the City of Vancouver charge for water, sewer and/or surface water utilities?

Rates for water, sewer and surface/storm water management are adopted by the Vancouver City Council and contained in the City's Municipal Code. The following links provide the most updated rate information: 

How are these utilities billed?

Residents

Tenants: If you are a renter, the property owner/landlord may be billed instead of you. You should confirm this with your landlord to avoid issues of late fees and service termination.

Commercial and Industrial: Commercial, industrial and government customers generally have more diverse requirements and usage patterns for water, sewer and storm or surface water management services. For questions specific to your account, please contact a Utilities Services customer representative at 360-487-7999.

Can I have City of Vancouver utilities bills delivered electronically?

Not at this time, but we are exploring this capability for the future. However, efforts are under way to allow you to view an image of your bill from the Bill History page of our Web site. Watch our At Your Service page for an announcement.

How do I read my utilities bill?

An explanation of your utilities bill is available on the City's Web site at Reading Your Utilities Bill. (Adobe Reader Required). If you have additional questions, please speak to a customers representative at 360-487-7999, during Utilities Services' regular office hours.

My name does not match the name on the account but the service address is correct. Why?

If you are a tenant/renter, your name may not match that on the account. The account name may instead reflect the property owner or management company. If you are not a tenant and have a concern about the billing name, please speak to a customers representative at 360-487-7999, during Utilities Services' regular office hours.

How do I read my water meter?

For billing, the City of Vancouver will have the reading done for you, according to your billing frequency. However, if you wish to read your own meter, please see Reading the Meter for instructions. Knowing how to read the meter is a great tool for managing water consumption and putting conservation practices to work!

What payment options does the City of Vancouver offer its utilities customers?

The City of Vancouver is proud to announce expanded options for customers to pay their bills. Please see Payment Options for a handy list of locations, links and other information.

How secure is my payment when I use the City of Vancouver's At Your Service online system?

The safety and security of your information are critical to us. The City of Vancouver's online server for payments is a secure Web site. All payment transactions are encrypted at each step to make your information unreadable as it passes over the Internet. City data is secured using industry standard methods. As added protection, we do not retain customers’ credit card or checking account information when you make a payment. 

What are the payment deadlines and penalties for late payment?

Bill payments are due 15 days after the billing date, which will be shown on your utilities bill. City of Vancouver Municipal Code permits a 10 percent late fee to be added to accounts that remain unpaid 37 days after the billing date. For additional information, please see Payment Arrangements.

What other charges may apply if my account is past due?

A 10 percent late fee may be added to accounts that remain unpaid 37 days after the billing date. In addition, customers whose services have been disconnected for non-payment are subject to a shut-off fee, which must be paid in full before water service can be restored. Reconnection charges also apply. It is the customer’s responsibility to contact the Utilities Services office to request reconnection. A payment does not automatically trigger reconnection. 

There is a disruption in services. Who should I call?

I'm moving. What should I do?

Please contact Vancouver's Utilities Services office at 360-487-7999 at least three (3) business days before you move to ensure proper closure of your current account. You will be asked to provide:

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