Water Service Questions About COVID-19


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You can count on us. Our City will continue to provide emergency response, public safety and other essential services, including water service to all customers. Check the City's COVID-19 information center for all City service impacts.

Questions about water service provided by the City

How can I temporarily suspend my service?

Commercial customers whose business has closed due to the COVID-19 pandemic may request a temporary suspension of service while their business is closed. This is also available for residential customers who may be unexpectedly away from home for more than one month. For assistance, please call Customer Services Utility Billing at 503-588-6099.

Will the City shut-off my water?

On March 13, 2020, the City temporarily suspended water service shutoff and referral to collections for nonpayment.  While the City of Salem did not shutoff water services, customers remain responsible for utility bills, accounts with past due amounts received late notices, and past due amounts continued to show on utility bills.  The City will return to standard billing practices in January 2021.

Past due amounts remining on a customer's utility account as of December 31, 2020, may be set up on a 12-month payment plan billed through City of Salem Finance.  No fees or interest will be charged for the duration of the 12-month payment plan and the amount will not be reported to credit rating agencies.  The 12-month payment plan will be billed separately from the customer's City of Salem utility bill.  Payments received after December 31, 2020, will be applied to the customer's current balance on their City of Salem utility account.

If you need help paying the past due balance, and are income qualified, additional assistance is available to eligible residential customers including:

  • Emergency Utility Assistance Program.  Short-term payment assistance for residential accounts.  Eligible households may receive up to $500 towards past due utility bills.
  • Utility Rate Relief Program.  Monthly discount for residential accounts for qualifying elderly or disabled customers.

For more information regarding these programs or if you are unable to pay your utility bill or past due balance, please contact Customer Services Utility Billing at 503-588-6099.

How can I change or turn off auto payment on my utility bill?

Customers can perform this task by logging into their profile on the e-payment website.  Use the online resource guide to get detailed instructions.

Can COVID-19 be transmitted in drinking water?

According to the Oregon Health Authority, the COVID-19 virus has not been detected in drinking water. If a water supplier is meeting all current standards it is considered safe to drink.

Can we flush wipes?

No. Wipes clog pipes and lead to sewer system overflows. The EPA has been receiving reports from cities experiencing sewer system overflows due to the increased use and flushing of wipes. Disinfectants in wipes also have the potential to harm microorganisms the wastewater treatment process depends on to clean the water. Please, do your part! Keep the wipes out of sewer pipes by disposing of them in the trash.