Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Customer protection notice

Review the delinquency rules before your service is interrupted

A past-due balance can trigger fees or a shut-off process. Contact the provider promptly if a notice is incorrect, a payment is pending, or a household needs assistance.

Grace period

21 days after the date of the bill; the FAQ says the account becomes past due and late charges apply if payment has not been received within 21 days.

Late charges

The published West Palm Beach rate sheet lists a late-payment charge of $10.00 or 1% of the unpaid balance, whichever is greater. Reminder letters are automatically mailed when payment is not received by the due date. Three late payments in 12 months can trigger a new deposit.

Shut-off timeline

The current FAQ establishes the 21-day past-due point and states that, after disconnection, all outstanding utility charges must be paid before restoration. It does not publish a universal calendar day for physical shutoff after the reminder notice; customers receiving a reminder or disconnection should call (561) 822-1300 immediately.

Reconnection

The published fee sheet lists a $35 delinquent-disconnect charge. It also lists a residential field visit at $60 during normal business hours and $175 after normal hours/emergency; the City says every trip to turn service on or off can add a service charge. Current tariff application should be confirmed with Utility Billing.

Notice and timing

How delinquency is handled

Grace period after the due date

21 days after the date of the bill; the FAQ says the account becomes past due and late charges apply if payment has not been received within 21 days.

Late-fee calculation

Disconnection timeline

Statutory warning protocol

What notice should you expect?

Reminder letters are automatically generated and mailed when payment is not received by the bill’s due date. The FAQ states that customers who receive a reminder letter or have service disconnected must use City Hall, telephone, or internet card/checking payment for faster restoration; a paper notice also continues for shutoff notices under the e-billing FAQ.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from WEST PALM BEACH WTP should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

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