Customer Assistance Programs

DC Water Cares is a robust suite of assistance program that help customers in financial need that are having trouble paying their bills. The goal is to help before disconnection.

If you are struggling to pay your bills, we want to help. Give us a call to discuss your options. The available programs include:

PROGRAM DESCRIPTION ELIGIBILITY HOW TO APPLY
Customer Assistance Program (Monthly Discounts for    
Residential Customers)
- Eligible households receive discounts on water and sewer services and/or discounts on some fees. (CAP 1, CAP 2, CAP 3)   
-Discounts range from $196 to $1,080 annually.
- Income eligible customers verified by DOEE. Call DOEE at 202-350-9649, or visit doee.dc.gov/udp.
CRIAC Relief for Nonprofit Organizations - Credits of up to 90% of the CRIAC portion of a nonprofit’s water bill. - Income eligible non-profit organizations, verified by DOEE. Visit doee.dc.gov    
or call 311.    
Visit dcwater.com/cares.
Flexible Payment Plans - Repay past due balances over time. More flexible options now available. No late fees accrue while meeting payment plan obligations. - Customers with a balance may be eligible. Call DC Water at 202-354-3600.
SPLASH (One-time Emergency Assistance) - Up to $350.    
- DC Water employees, customers and others donate to this one-time assistance fund for those facing disconnection.
- Income eligible customers, verified by Greater 
Washington Urban League.
Call the Greater Washington Urban League 
Mon-Fri 
9am-5pm 
202-265 8200.

Monthly Discounts

Customers approved for our assistance programs will receive one of the following discounts:

  • Customer Assistance Program (CAP) provides a discount on the first 400 cubic feet (3,000 gallons) of water and sewer services used each month. Eligible households will receive a 75 percent reduction in the monthly CRIAC fee and a Water Service Replacement Fee (WSRF) waiver. The monthly discount is approximately $95 a month.
  • Customer Assistance Program II (CAP2) provides a discount on the first 300 cubic feet (2,250 gallons) of water and sewer services used each month (with the exception of PILOT and ROW fees) and a 50 percent reduction in the monthly CRIAC fee. The monthly discount is approximately $62 a month.
  • Customer Assistance Program III (CAP3) provides a discount of 75 percent off of the monthly CRIAC. The monthly discount is approximately $16 a month.

Income Guidelines for FY 2024 (October 1, 2023 - September 30, 2024)

The table below provides the dollar figures for each program’s income limits by household size:

FY24 Water Bill Relief Income Limits    
(October 1, 2023 - September 30, 2024)
Household Size CAP 1 CAP 2 CAP 3
1 $49,814 $85,200 $106,500
2 $65,141 $97,350 $121,700
3 $80,469 $109,500 $136,900
4 $95,797 $121,700 $152,100
5 $111,124 $133,850 $167,300
6 $126,452 $146,000 $182,500
7 $129,325 $158,200 $197,750
8 $132,199 $170,350 $212,950

How do I apply for CRIAC Assistance?    
There are three ways to apply:

  • Online Application
  • Email your application and documentation to criac.residential@dc.gov
  • Mail your application to DOEE, Attn: CRIAC Residential Relief Program, 1200 First Street NE, 5th Floor, Washington DC 20002

What documents do I need to apply?    
To apply, pictures or scans of the following documents are required:

  • Recent proof of income (pay stub, Social Security statement, proof of termination or unemployment, etc.)
  • Government-issued, photo identification (license, passport, etc.)
  • Recent DC Water bill
  • If the DC Water bill is not in a household member’s name, you must include proof of property ownership or a lease agreement indicating proof of responsibility for water charges
  • Complete and signed CRIAC Residential Relief Application

Who should I contact if I have questions?    
Call (202) 350-9649 or email criac.residential@dc.gov

The above video shows how easy it is to apply for assistance.

Nonprofit Relief

The CRIAC Nonprofit Relief Program is in place to assist eligible nonprofit organizations facing financial hardship with the payment of their Clean Rivers Impervious Area Charge (CRIAC). Participants can receive credits of up to 90% of the CRIAC portion of their water bill.

DOEE determines eligibility, and non-profit organizations must meet all three criteria: 

  1. Be a nonprofit in the District of Columbia with a real property or possessory interest tax exemption as a local charitable organization, a cemetery, a religious house-of worship; or a continuing care facility (as determined by the District’s Office of Tax and Revenue).
  2. Demonstrate financial hardship in paying the CRIAC. Organizations must demonstrate that their annual CRIAC is 1% or greater than their annual revenue, after expenses. Applicants must submit their IRS form 990 or provide information consistent with the filing requirements of an IRS form 990, as applicable.
  3. Complete a stormwater mitigation project to help diminish the harmful effects of stormwater runoff by installing green infrastructure on their property or elsewhere in the District.

For more information, and to apply, please visit CRIAC Nonprofit Relief Application or call 311. The CRIAC Nonprofit Relief Program is funded by the District Government.

Other Bill Assistance Programs and Resources

  • Flexible Payment Plans - Flexible payment plans provide an interest-free option to pay down your past-due balances by allowing a portion of the past-due balance to be paid with the regular monthly bill. For more information, click here.
  • SPLASH (Serving People by Lending A Supporting Hand) - SPLASH is an assistance program that is funded by customers, our employees, our Board of Director and the community, and every dollar received is distributed to eligible customers. For more information, click here.
  • How do I contact Office of People’s Council?   
    The Office of the People’s Counsel (OPC) is the statutory advocate for matters concerning DC Water. They can help you obtain assistance, manage your disputes, and advocate for you in an administrative hearings. To contact OPC for support, call 202-727-3071 to talk with a consumer resolution specialist.

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