Emergency Preparedness Guide Customer Assistance Program (CAP) Emergencies can be chaotic. Having a well-prepared emergency kit and knowing what to do in advance can make all the difference. Here’s how to get started: Home Emergency Kit Essentials Prepare a backpack or duffle bag with these key items: Important Documents: Photocopies of ID, credit cards, deeds, insurance policies, and a home inventory. Cash: A small amount of cash or traveler’s checks. Medical Needs: Medications, wheelchair and hearing-aid batteries, contact lens solution, etc. Pet Supplies: Food, leash, carrier, and vet records. Food and Water: Three days’ worth, including pet supplies. (One gallon of water per person per day is recommended.) Cooking Essentials: Can opener, paper plates, plastic utensils. Tools and Safety: Flashlight, extra batteries, portable radio, first-aid kit, matches, whistle, and a fire extinguisher. Other Supplies: Extra clothes, blankets, hygiene items (toilet paper, moist towelettes), pliers or a wrench, local maps, and garbage bags. Store these items in a cool, dry place in a portable container (like a backpack, duffle bag, or container with a lid). Review and update your kit yearly. Knowledge Checklist In addition to supplies, being informed is critical. Here’s what you should know: Disaster Awareness: Understand the types of disasters likely to occur in your area (e.g., floods, earthquakes, fires). Learn Key Skills: Know first aid, CPR, and how to use a fire extinguisher. Utility Shut-Offs: Learn how to safely turn off gas and electricity. Consult a professional for guidance specific to your home. Family Emergency Plan: Create a plan with your family, including escape routes, meeting points, and contact methods. Ensure everyone knows where the emergency kit and utility shut-offs are located. Water Preparedness In emergencies, water may be unavailable. Here’s how much to store: Basic Needs: At least one gallon of water per person per day. Half a gallon for drinking, half a gallon for cooking and cleaning. Children, nursing mothers, and people with health conditions may need more. Store extra water for medical needs and hot weather. Water Storage Tips: Use sealed, commercially bottled water or food-grade storage containers. Store water in a cool, dry place, replacing non-bottled water every six months. For reusing large plastic bottles, clean, sanitize with bleach (one teaspoon per quart of water), rinse, fill, and add two drops of bleach before sealing. Label with the date and store in a dark place. Emergency Water Management If there’s a water emergency, follow these steps: Shut Off Water: If you hear of broken water lines or tainted water, turn off your house valve (not the valve at the street). Water Use Tips: Don’t ration water unless advised; drink at least a quart per day. Avoid drinking untreated water from faucets, streams, or ponds unless necessary. Access water in pipes by opening the lowest faucet in the house. For hot water tanks, turn off electricity/gas, open the drain, close the intake valve, and open a hot water faucet. Refill before turning the tank back on. Avoid drinking water from radiators, boilers, water beds, pools, or spas. By preparing in advance and staying informed, you can better manage in an emergency and protect your family’s health and safety.

Billing and Payment Payment Options Automatic Bill Payment Set up AutoPay to have your bill automatically deducted from your bank account every month. Complete the AutoPay Application and attach a voided check. AutoPay Application Online Payment Easily pay your bill online through our secure payment partner, InvoiceCloud . Use a credit card, debit card, or eCheck for one-time or recurring payments. Mail and Phone Payment Mail your payment or use our 24/7 automated line to pay by credit card or eCheck: 877-274-8419. San Gabriel Valley Water Company Post Office Box 5970 El Monte, CA 91734 Paying Your Bill In Person You can pay your bill in person at any of our three Customer Service Offices. We accept cash, checks, cashier’s checks, and money orders. For added convenience, our El Monte office has a digital payment kiosk. Please make checks payable to San Gabriel Valley Water Company. Each office also has a drop box available at the front entrance. El Monte Office San Gabriel Valley Water Company 11142 Garvey Avenue El Monte, CA 91733 Directions Office Hours: M-Th 7:00am – 5:30pm (626) 448-6183 Whittier Office San Gabriel Valley Water Company 11579 Hadley Street, Whittier, CA 90606 Directions Office Hours: M-Th 7:00am – 5:30pm
 (562) 699-1041 Understanding Your Bill Your water usage is measured in units of 100 cubic feet (Ccf), equal to 748 gallons. This measurement, along with any applicable charges, is shown on your bill. This guide provides a detailed explanation of each section of your water bill, helping you understand charges, usage details, and payment information. It breaks down each part of your bill, so you can see exactly where your costs come from and make informed decisions about water usage. Your Full Bill Breakdown Here Unauthorized Payment Warning Ensure payments are made through authorized channels to avoid delays or fees. ALERT: Unauthorized Online Bill Payment Services An unaffiliated bill payment service, Doxo Inc., has been misleading some San Gabriel Valley Water Company customers by appearing in search results for our online payment service. Doxo is not authorized by San Gabriel Valley Water Company to accept payments, and it has used our logo without permission, causing confusion. Some customers have experienced delays, missed due dates, and payments not reaching us when using Doxo. To pay your bill safely, use our official Pay My Bill page or call us directly. Beware of Impersonators Only allow entry to genuine water company employees, who carry color photo ID cards. If in doubt, verify by calling us at (626) 448-6183 . Important: San Gabriel Valley Water Company will never call you to request bank account information. We only ask for bank details when you reach out to us to set up AutoPay. Never share personal information with unknown callers.

Community and News News and Resources Water News and Resources California Water 2025 Explore California's latest water issues and developments. Learn More Main San Gabriel Basin Watermaster Information on water management efforts in the Main San Gabriel Basin. Learn More Sustainable Living Tips and insights for sustainable water use and water conservation. Learn More Our Road to Water Independence Discover our journey towards achieving water independence. Learn More 2024 Water Quality Authority Report Review the latest report on water quality standards and monitoring efforts. Learn More Education & Outreach At San Gabriel Valley Water Company, we believe that informed communities are empowered communities. That’s why our commitment goes beyond providing high-quality, reliable water, we’re dedicated to educating, engaging, and growing with the people we serve. Our Community Matters Our customers are at the heart of everything we do. The neighborhoods we serve aren’t just part of our service area, they’re our homes, our families, and our future. Whether it's promoting water awareness, participating in local events, or partnering with schools and civic organizations, we’re proud to support the communities that support us. Learning Together From understanding where your water comes from to discovering everyday ways to use water wisely, we strive to make water education accessible and engaging. Our outreach efforts include: Collaboration with local school districts to create educational opportunities Community events and resource fairs Workshops and public presentations Let’s Work Together Do you have a community event coming up or an idea for outreach collaboration? We’d love to hear from you! For all inquiries related to community engagement, please contact: Jeanette Diaz Director of Communications jdiaz@sgvwater.com (909) 201-7383 Together, we can make a lasting impact, one drop at a time! Blogs & Community Stories TBD Current Projects TBD How Your Rates Are Used Where Your Water Dollar Goes Ever wonder how your water bill payment is put to use? The figure below provides an approximate breakdown of how every $1 you pay is allocated to keep your water service running safely and reliably: 💧 $0.31 – Infrastructure Costs A significant portion goes toward upgrading and maintaining the pipelines, pumps, and other critical infrastructure that deliver water to your home. These investments ensure long-term reliability and help prevent costly breakdowns. 💧 $0.30 – Water Supply & Treatment Costs Nearly one-third of your dollar supports the sourcing, treatment, and testing of water to meet strict health and safety standards. 💧 $0.29 – Operations & Maintenance (O&M) Costs This portion covers the day-to-day expenses of operating our facilities, responding to service needs, and keeping systems running efficiently around the clock. 💧 $0.10 – Taxes The remaining amount goes toward local and state taxes that help support community services and compliance with regulatory requirements. Together, these investments support the continued delivery of high-quality, reliable water service for your home and community.

SB998 Reporting Pursuant to § 116918 of the California Health and Safety Code, “An urban and community water system shall report the number of annual discontinuations of residential service for inability to pay on the urban and community water system’s Internet Web site, if an Internet Web site exists, and to the board.” Residential service connections that had water shut off once during the year due to failure to pay: 2024 Residential Customers: 6232

Emergency Disaster Relief Customer Assistance Program (CAP) Emergency Protections for Customers When the California Governor’s Office or U.S. President declares a State of Emergency (excluding drought), San Gabriel Valley Water Company offers the following protections to residents and small business owners impacted by water supply disruptions, water quality issues, or uninhabitable properties, even if the emergency isn’t directly water-related (e.g., wildfires). Protections Provided: Fee Waivers: Suspend deposits and waive reconnection fees for affected customers re-establishing service, valid for up to one year. Service Response: Expedite turn-on and turn-off service requests. Payment Assistance: Offer flexible payment plans and support for low-income customers. Bill Waivers: Waive bills for customers whose homes are uninhabitable or destroyed, including a pro-rated waiver of fixed charges while the home is uninhabitable. Unpaid Bill Assistance: Work with affected customers to resolve unpaid bills and minimize disconnections. Tenant Protections: Allow tenants without account names to re-establish service by self-identifying as disaster area residents, ensuring they receive the same protections. Agency Collaboration: Share information with the Governor’s Office of Emergency Services and CAL FIRE to support emergency response efforts. Annual Outreach: Raise awareness of these protections through community events, website updates, and media notices. For more information, visit our website at www.sgvwater.com or contact a representative at: El Monte Office: (626) 448-6183 Whittier Office: (562) 699-1041 View this page in: Spanish , Chinese , Korean , Vietnamese , Russian , Tagalog .

Contact Contact Information Our Offices and Hours Customer Service Manager: Leo Barrera Service Area Map: Download PDF (324 KB) Our Offices and Hours Director of Customer Service: Leo Barrera Service Area Map: Download PDF (324 KB) San Gabriel Valley Water Company operates on a 4/10 work schedule and is closed every Friday. El Monte Office San Gabriel Valley Water Company 11142 Garvey Avenue El Monte, CA 91733 Directions Office Hours: M-Th 7:00am – 5:30pm (626) 448-6183 Whittier Office San Gabriel Valley Water Company 11579 Hadley Street, Whittier, CA 90606 Directions Office Hours: M-Th 7:00 am – 5:30 pm
 
(562) 699-1041 Office Locations El Monte Office 11142 Garvey Avenue, El Monte, CA 91733 Phone: (626) 448-6183 After Hours: (626) 448-4029 Fax: +1(626) 448-2105 Email: customerservice_elmonte@sgvwater.com Whittier Office 11579 Hadley Street, Whittier, CA 90606 Phone: (562) 699-1041 After Hours: (626) 448-4029 Fax: +1(562) 699-0211 Email: customerservice_whittier@sgvwater.com Office Hours Monday – Thursday: 7:00 am – 5:30 pm Holiday Office Closures (2026) Date Jan 1 (Thu) Jan 19 (Mon) Feb 16 (Mon) May 25 (Mon) July 6 (Mon) Sep 7 (Mon) Nov 11 (Wed) Nov 25 (Wed) Nov 26 (Thu) Dec 24 (Thu) Dec 25 (Fri) Holiday New Year's Day Martin Luther King Jr. Day President's Day Memorial Day Independence Day Observed Labor Day Veterans Day Day Before Thanksgiving Thanksgiving Day Christmas Eve Christmas Day Additional Information Our Offices and Hours Customer Service Manager: Leo Barrera Service Area Map: Download PDF (324 KB) Conservation: conservation@sgvwater.com Water Quality: waterquality@sgvwater.com Backflow & Cross-Connection: backflow@sgvwater.com Purchasing: purchasing@sgvwater.com Tariffs & Rates: waterrates@sgvwater.com Human Resources: hr@sgvwater.com Webmaster: webmaster@sgvwater.com