FAQ

• How do I get to the customer self-service website?
  The website is available at https://portal.dwwd.org
• What information do I need to sign up on the customer self-service website?
  To create an account on the customer self-service website, please have a copy of your most recent bill handy. From this bill, you will need your 11 digit account number, invoice number, and total amount billed.
• Is my information protected when using the customer self-service website?
  The website is a secure https website. Using a secure website means all communications between your browser and the website are encrypted. This keeps your information private. Additional security measures have been added to ensure only validated users and DWWD staff can view account information on the website.
• With autopay, when will my payment be debited from my bank account?
  Customers who register for autopay will have their bill paid in full on the bill due date. Please note: when first registering for autopay, your bank account information must be verified in our system. Therefore, autopay will not begin until the following billing cycle. Your current cycle bill must be paid via another payment option.
• Will I receive a confirmation of my autopay payment?
  You will receive an email notification when your payment has been submitted to the bank.
• If I register for e-billing, do I receive a monthly bill by email or mail?
  No. Customers who register for e-billing will not receive bills. You will receive an email notification that your bill is available to view on the website.
• How can I access my bill from the customer self-service website?
  To access your bill, login to the customer website. Then browse to the “Account History” section. If a bill is available, there will be a link to it under “Download Bill.” For customers with multiple accounts, you must first select one of your accounts. Please note: bills from prior to January 2018 are not currently available on the website.
• When making a one-time payment through the customer self-service website or phone system, how is my information protected?
  The website is a secure https website. Using a secure website means all communications between your browser and the website are encrypted. This keeps your information private. In addition, all payments made through the website and phone system are processed by a secure payment provider. No one on the DWWD staff is able to view customer credit card information.
• What are the fees for one-time payments by credit card or bank account?
  One-time payments can be made in amounts up to $300. There is a transaction fee of $2.15 for each payment. This fee and cap apply to both payments made on the customer self-service website and the phone system.
• When making a one-time payment, when will the charge be applied to my credit card or bank account? And when will it be reflected on my account in the customer self-service website?
  A pending charge will appear with your credit card or bank account immediately. The amount of time it takes your charge to clear will vary. Please allow one business day following your transaction for your payment to be reflected on your account in the website.
• Why are one-time credit card and bank account payments capped at a maximum of $300?
  This is to save customers from additional fees from the secure payment processing company. You may make as many one-time payments as wish, each up to the $300 cap, in order to pay your bill in full. The transaction fee will apply to each payment.
• Will I be notified that my one-time payment by credit card or bank account processed correctly?
  The secure payment processing company will validate credit card and bank account information when payments are submitted. However, there is no notification process for customers of successful payment processing. Customers can contact DWWD customer service representatives with questions. DWWD staff will not be able to view or provide customers with any information about one-time payments until one business day following the transaction.
• How can I speak with a customer service representative?
  DWWD customer service staff are happy to answer your questions at 781-329-7090 between 8:30 a.m. and 4:30 p.m., Monday through Friday.