Official Utility Links Policy
This page explains how we review official utility links, phone numbers, addresses, and payment portal references.
Official Utility Links Policy
waterutilities.org/ is built around official-source navigation. Because utility customers may need to pay bills, report outages, apply for service, or call emergency lines, we take official links seriously and avoid treating copied directory listings as final authority when an official source is available.
What Counts as an Official Utility Link?
- A utility-owned website.
- A city, county, water district, or public works website.
- A water authority or regional utility page.
- A payment processor linked directly from the official utility page.
- An official customer service, assistance, leak adjustment, outage, or boil water notice page.
- An official social or alert page only when clearly connected to the utility or local government.
Why Official Links Matter
Utility customers can lose money or service time if they use the wrong portal, call an outdated phone number, mail payment to the wrong address, or miss emergency instructions. Official-source links help reduce that risk, but users still need to confirm details before taking account-specific action.
How We Label Utility Information
| Information Type | How We Treat It | User Reminder |
|---|---|---|
| Payment link | Prefer official utility page or official-linked processor | Verify account, amount, fee, and confirmation before paying |
| Phone number | Match customer service, billing, or emergency use where possible | Emergency and billing numbers may be different |
| Address | Separate mailing, walk-in, drop box, and service center when available | Do not mail payment to an address unless official instructions confirm it |
| Office hours | Use official hours and warn that holidays/emergencies may change them | Call before visiting if the issue is urgent |
Testing and Monitoring
Important official links are manually opened and checked when a guide is created or updated. We also review reader reports and periodically monitor pages for moved portals, changed URLs, broken pages, or outdated official information. If a link cannot be confidently verified, we may use safer wording and instruct users to search the official utility website directly.
Payment Portal Safety
Before entering payment information, make sure you reached the payment portal through the official utility website or an official payment instruction. Review the utility name, account number, service address, tax/fee line items, payment amount, convenience fee, and receipt confirmation.