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Cleveland Water understands how important your privacy is to you. We do not collect personally-identifying information about you unless you voluntarily submit that information to us by e-mail or other means. Cleveland Water considers any personally-identifying information as confidential and does not sell or otherwise disclose such information to third parities.  Cleveland Water does provide Billing Services to other entities and municipalities.  In these cases, Cleveland Water may share information with these entities as necessary to conduct normal business activities. 

We take very seriously the integrity of the information and systems that we maintain.  We employ reasonable security measures to protect your personal information once it has been submitted to us. We strive to maintain accurate information about you and your accounts.  If you ever believe that our records contain inaccurate or incomplete information about you, please contact Customer Service immediately.  We are committed to resolving any inaccuracies. 

The City of Cleveland also has an identity theft policy and program that complies with the Fair and Accurate Credit transactions Act of 2003, an amendment to the Fair Credit Reporting Act.  The identity theft policy and program is intended to detect, prevent and mitigate identity theft in connection with the opening of accounts at the City of Cleveland. is owned and operated by the City of Cleveland, Division of Water (Cleveland Water). This website is governed by rules and regulations of Cleveland Water and City of Cleveland privacy notice.

Public Records

Visitors should be aware that, subject to certain statutory exceptions, most documents and records maintained by the City of Cleveland, including but not limited to electronic data, are public records under Ohio law. Therefore, information submitted through this web site may be subject to disclosure pursuant to a public records request.

Internet Policy

Cleveland Water intends to allow customers to pay their bill online.  Online payments made to Cleveland Water will be posted to the account on the next business day.  If you are facing termination of services you are required to pay your bill in person at our Customer Service Center located at 1201 Lakeside Avenue, Cleveland, Ohio. 

Refund Policy

All Payments made by customers towards their bill using a credit card will be subject to the following rules:

  1. Payments made in excess against the bill amount, which results in a credit balance will be adjusted in the following monthly billing cycle.
  2. At the customers written request, refund(s), due to overpayment, are reviewed and subject to the City of Cleveland's refund process.
  3. Any questions or concerns regarding refunds of overpayments or your account should be made by calling Customer Service at 216-664-3130 or by e-mail at
    ‚ÄčAll written requests should be mailed to:
    Division of Water
    Attn: Customer Service
    1201 Lakeside Ave, Cleveland, OH, 44114.
  4. The refund will be made in the form of a check made payable to the registered name on the account. The refund process may take up to 90 days.


The information on this site is intended as a general reference for Internet users. It is made available on the understanding that Cleveland Water, as a result of providing this information, is not engaged in providing professional advice.

Cleveland Water will make every effort to maintain up-to-date and accurate information on this site, visitors should be aware that Cleveland Water accepts no responsibility for the accuracy or completeness of any material contained on this site and recommends that visitors exercise their own care and judgment with respect to its use.

Links to other websites are provided to help us meet your needs but Cleveland Water is not responsible for the content of those sites.