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Customer Resources During the COVID-19 Pandemic


As the COVID-19 pandemic continues to impact our communities, we understand the increasing struggles facing our customers. We are committed to helping our customers throughout this crisis by providing financial assistance programs, tools and tips to save water.


If you have recently lost your job, even if you are receiving unemployment benefits, Thurston PUD may still be able to help you.


It is important to note, that customers are still responsible for bills during the COVID-19 emergency. We want to work with all customers who are having difficulty paying their bill. Please contact our Customer Service Team at (866) 357-8783 as soon as possible, so we can help determine available assistance options.


Customer Protections


Update: Proclamation 20-23.6 expired on September 30, 2021.


Governor Inslee's Proclamation 20-23.6 Utility Ratepayer Assistance and Preservation of Essential Services extends until August 1, 2021. This extended date allows us to:



Customer Support Programs


Utility Relief Assistance Program - As of February 11, 2022, all Utility Relief Assistance Program (URAP) funds have been awarded to customers. We are no longer accepting applications for this program, but the PUD has other programs to help customers pay their past due bills.

Thurston PUD’s Utility Relief Assistance Program (URAP) was recently created to support our customers financially impacted by the COVID-19 pandemic. One hundred percent (100%) of these funds will be applied directly to unpaid balances on customer accounts resulting from COVID-19-related hardships.

Visit the URAP webpage here for more information.


Deferred Payment Plan

The Deferred Payment Plan allows customers to postpone full or partial payment payment(s) until a later date.


In order to become part of the Deferred Payment Plan, please call our Customer Service Team. Our Customer Service Team will work with you to find the extended payment plan that fits your financial needs.


Under this program, you won't received any past due fees or past due notices.


Please keep in mind that deferment only postpones payment. Any outstanding balance on your account is your responsibility. As a public water utility, we are not able to forgive or write-off any balances, and we will continue to send monthly statements with new charges. We encourage you to make small payments towards the balance as often as you can.


Project Help Customer Payment Assistance

Project Help is a program that is fully funded by the generous donations of PUD customers. This program provides monetary assistance to individuals who quality as low-income or have recently experienced financial hardships.


Interested customers must complete an application and submit proof of eligibility documents. To complete an application, click here.


If you would like to donate to Project Help, please contact our Customer Service Team.



Bill Payment Options


Bills are sent at the end of the month and are due on the 15th of each month. You can make a payment using one of the many convenient payment methods we offer.


Pay online - A safe, easy fast and secure way to pay your bill and view payment or water use history.


Pay by phone or mail - To pay over the phone using our automated phone payment system, call our Customer Service phone number at (866) 357-8783 and press 1. You will need your account number to make a phone payment. If you prefer to pay by mail, please send to Thurston PUD, 1230 Ruddell Rd SE, Lacey, WA 98503.


Equal Payment Plan (EPP) - This program allows you to pay an equal amount for your water bill throughout the year. At the end of the period, we will do a review based on actual water usage. Enrollment is open from August 1, 2022 to August 31, 2022. For additional information on this program, visit the EPP page here.


Open Meetings, Hearings and Workshops


At this time, Thurston PUD is holding open meetings, hearings and workshops with telephonic or virtual participation. The Thurston PUD Board of Commissioners hold regular meetings on the 2nd and 4th Tuesday of each month. Check the Commissioner Meetings page for more information here.



Conservation Can Make a Difference


Many households are now spending their entire day at home and increasing their water consumption. Take steps to become more aware of your water use and conserve water. For information on programs offered this year, please visit our Conservation Program page here.


Customer Community Resources (click here)