Fontana Water Company (FWC) serves as a primary public utility provider for residents and businesses within the City of Fontana, California. As a designated division of the San Gabriel Valley Water Company, FWC operates under the regulatory oversight of the California Public Utilities Commission (CPUC). The company is responsible for the extraction, treatment, and distribution of potable water to a growing population of over 200,000 customers.

For immediate assistance, the following contact information is essential:

  • Customer Service Hotline: (909) 822-2201
  • 24-Hour Emergency Line: (909) 428-8746
  • Physical Office: 15966 Arrow Route, Fontana, CA 92335

Understanding the Service Area and Water Sources

The distribution of water in the City of Fontana is not managed by a single entity. Depending on the specific geographical location of a property, service may be provided by Fontana Water Company, Cucamonga Valley Water District, or West Valley Water District. FWC covers a significant portion of the municipal area, but residents moving into a new home should verify their specific provider. If there is ambiguity regarding the service provider for a particular address, calling the FWC main office is the recommended first step, as their staff can cross-reference service maps to direct callers to the correct agency.

The reliability of the water supply in this region is maintained through a diversified water portfolio. FWC does not rely on a single source, which helps mitigate the impact of localized droughts or infrastructure challenges.

Primary Water Supplies

  • Groundwater: A substantial portion of the supply is drawn from active production wells located within local basins. These wells tap into natural underground reservoirs that are replenished by rainfall and runoff.
  • Local Surface Water: FWC utilizes water from Lytle Creek. This surface water undergoes rigorous treatment processes to ensure it meets all state and federal drinking water standards before entering the distribution system.
  • Imported Water: To supplement local sources, the company procures water from regional agencies, including the Inland Empire Utilities Agency (IEUA) and the San Bernardino Valley Municipal Water District. This imported water typically originates from the State Water Project.

Starting and Managing Your Water Service

Establishing or modifying a water service account requires adherence to specific administrative timelines to ensure uninterrupted supply.

How to Start or Transfer Service

To initiate a new residential or business account, applications must be submitted at least 24 hours prior to the requested start date, provided it is a regular business day. For those requiring same-day service, requests must generally be finalized and submitted before 12:00 PM.

Applications can be completed through several channels:

  1. In-Person: Visit the headquarters at 15966 Arrow Route.
  2. Email: Prospective customers can request application forms via the official customer service email.
  3. Documentation: Proof of property ownership or a formal rental/lease agreement is typically mandatory to establish a new account.

How to Discontinue Service

When vacating a property, the account holder remains responsible for all water usage until the company is formally notified to stop service. FWC requires a minimum of two business days' notice for service termination. This allows technicians sufficient time to perform a final meter reading and secure the connection.

Comprehensive Billing and Payment Solutions

In July 2023, Fontana Water Company transitioned to a modernized billing platform powered by Invoice Cloud. This upgrade was designed to provide customers with 24/7 access to their accounts and more flexible payment options.

Modern Payment Methods

  • Online Portal: Customers can view up to two years of payment history and download PDF copies of their monthly statements.
  • AutoPay: This "set it and forget it" feature allows for automatic deductions from a checking account or credit card. Note that customers who were enrolled in previous third-party systems like Paymentus were required to re-register on the new portal to maintain automated payments.
  • Pay by Text: Users can opt-in to receive text notifications when a bill is ready. By replying to the text, the bill can be paid instantly using a default payment method.
  • Automated Phone System: For those who prefer not to use a web interface, payments can be made by calling (877) 274-8419.
  • Traditional Mail: Payments can be sent to P.O. Box 5970, El Monte, CA 91734-1970.

Billing Cycles and Due Dates

Water meters are typically read every 27 to 33 days. The billing cycles are organized geographically to optimize efficiency and keep operational costs low for the consumer. Bills are considered "due upon receipt." If a payment is not processed within 19 days of the mailing date, the account is classified as past due, which may trigger late fees or notices of potential disconnection.

Warning Regarding Unauthorized Third-Party Payers

FWC has issued explicit warnings regarding unauthorized third-party bill payment services, such as Doxo Inc. These companies are not affiliated with Fontana Water Company. Using these services may result in delayed payments, additional service fees, or even service interruption if the payment does not reach the utility in time. Always use the official website or the authorized phone payment system.

Technical Maintenance for Homeowners

Knowledge of the physical water infrastructure on a property is crucial for preventing water damage and managing consumption.

Locating the Water Supply Gate Valve

Every building is equipped with a gate valve that controls the flow of water from the main line into the interior plumbing. Knowing the location of this valve is critical during emergencies, such as a burst pipe.

  • Common Locations: The valve is usually found near the front of the house, often situated below the exterior hose bib (garden faucet). It may also be located inside the concrete meter box near the street.
  • Operation: If the valve is inside the meter box, it will be on the side of the meter closest to the house. It is important to note that the "angle stop" or "meter valve" on the street side of the meter is the property of the water company and should not be operated by the customer.

How to Read Your Water Meter

FWC utilizes two types of meters: Classic Mechanical Meters and Automated Meter Reading (AMR) Meters. Understanding these devices helps in tracking usage and verifying bill accuracy.

Classic Meters

These function similarly to a car's odometer. Water usage is measured in cubic feet. FWC bills in units of 100 cubic feet (CCF).

  • The Math: 1 CCF equals 748 gallons.
  • Reading: When looking at the dial, the last two digits (usually with a black background) are ignored for billing purposes. For example, if the current reading is 0012 and the previous was 0000, the usage is 12 CCF (approximately 8,976 gallons).

AMR Meters

These digital meters display the total water used on an LCD screen.

  • Reading: For billing, the last five digits of the sequence are typically ignored.
  • Leak Detection Icons: The AMR meter features a faucet icon. If the icon is not visible, no leak has been detected in the last 24 hours. A flashing icon indicates an intermittent leak, while a solid icon suggests a continuous leak that has persisted for at least a full day.

Leak Detection and Water Conservation

High water bills are frequently the result of undetected leaks rather than faulty meters. FWC encourages customers to perform regular "dye tests" in toilets and to monitor their irrigation systems.

Steps to Conduct a Manual Leak Test

  1. Ensure all water-using appliances (washers, dishwashers) and faucets are turned off.
  2. Observe the "sweep hand" (the large needle) on a classic meter.
  3. Mark the position of the hand and wait 15 minutes.
  4. If the hand has moved despite no intentional water use, there is a leak somewhere on the property.

Landscape irrigation is often the primary driver of high consumption. Broken sprinkler heads, misaligned timers, or underground pipe fractures can waste thousands of gallons of water per month. FWC suggests consulting with professional landscapers to ensure irrigation systems are optimized for the local climate.

Water Quality and Public Safety

Fontana Water Company is mandated to adhere to the federal Safe Drinking Water Act and the standards set by the California State Water Resources Control Board.

Water Quality Testing

The company conducts thousands of tests annually to monitor for contaminants, including lead, copper, and various organic compounds. Annual Water Quality Reports (Consumer Confidence Reports) are made available to the public, detailing the specific levels of detected substances and comparing them to the Maximum Contaminant Levels (MCLs) allowed by law.

Security and Employee Identification

To protect residents from potential fraud or residential "distraction" crimes, all FWC field employees are required to carry official, color-coded photo identification cards. Employees also typically wear branded uniforms and drive vehicles marked with the company logo. If an individual arrives at a residence claiming to be from the water company without an appointment, residents should verify their ID. When in doubt, call the main office at (909) 822-2201 before allowing entry to the property.

Customer Assistance and Special Programs

FWC offers several programs designed to assist vulnerable populations and those facing financial hardship.

Customer Assistance Program (CAP)

The CAP provides a monthly discount on water bills for qualifying low-income households. Eligibility is typically based on total household income or participation in other public assistance programs like Southern California Edison’s CARE program.

Critical Care and Third-Party Notifications

  • Critical Care: Customers who rely on water for essential medical equipment can register for the Critical Care program to receive prioritized notifications regarding service interruptions.
  • Third-Party Notification: Elderly or disabled customers can designate a third party (such as a relative or guardian) to receive copies of past-due notices. This ensures that a support system is alerted before any service disconnection occurs.

Frequently Asked Questions (FAQ)

What are the office hours for Fontana Water Company?

The main office is open Monday through Thursday from 7:00 a.m. to 5:30 p.m. As of 2026, the office is closed on Fridays to streamline operations. However, the emergency line remains active 24/7 for critical issues like main breaks.

Why is there a monthly service charge if no water was used?

The monthly service charge is a "readiness to serve" fee. It covers the fixed costs of maintaining the infrastructure—including treatment plants, reservoirs, and hundreds of miles of pipelines—ensuring that water is available at the tap whenever the customer needs it. This charge is based on the size of the meter installed at the property.

How do I report a water main break in the street?

If you observe water gushing from the pavement or a damaged fire hydrant, call the emergency line at (909) 428-8746 immediately. A central control operator will dispatch a repair crew to the site.

Can I pay my bill at the office?

Yes, the office at 15966 Arrow Route accepts payments via check, cashier’s check, or cash during regular business hours.

Does the company offer rebates for water-saving appliances?

FWC frequently partners with regional agencies to offer rebates on high-efficiency toilets, smart irrigation controllers, and turf replacement. Customers are encouraged to check the "Conservation" section of the official website for current availability.

Summary of Services

Fontana Water Company provides a vital service to the Inland Empire, balancing the technical demands of water distribution with a commitment to customer support. By utilizing the modernized Invoice Cloud payment portal, residents can manage their accounts with ease, while the company’s focus on diverse water sources ensures long-term sustainability. Whether you are moving into the area, dealing with a potential leak, or seeking financial assistance through the CAP program, the resources provided by FWC are designed to ensure safe and reliable access to one of life’s most essential resources. For all service-related inquiries, the central office remains the most authoritative source of information.