The Los Angeles Department of Water and Power (LADWP) is committed to protecting the privacy of its customers. It is the policy of LADWP to limit the collection of personal information and to safeguard the privacy of customer information collected or maintained by LADWP and any other entity working on its behalf. 

LADWP’s information management practices are governed by local, state, and federal laws.

What is Personal Information?

California law generally defines personal information as information that identifies or describes an individual, including their name, postal address, social security number, or other similar identifiers. LADWP collects personal information in order to provide its services.

Information Collection

LADWP collects personal information that is required to provide services. The types of information we may collect include:

  • Identifiers, such as your name, telephone number, home address, email address, IP address, or other similar unique identifiers. LADWP uses this information to provide you with utility services, maintain your account, and to otherwise communicate with you.  
  • Sensitive Personal Information, such as your Social Security number, bank account information, credit card, or debit card information.  We do not use or disclose your sensitive personal information for any purpose other than provide you requested services, such as to process payments for your services, perform credit checks, or verify your identity.
  • Commercial Customer Information. From our commercial customers LADWP collects information such as your company’s name, tax identification number (TIN), employer identification number (EIN), limited liability company (LLC) number, physical address, and other business information such as the names, departments, and job titles of key contacts and any information needed for regulatory compliance.
  • Cookies. LADWP.com and other websites operated by LADWP use cookies, which are small text files our website may send to your internet browser. We use cookies to enable some features on our website like remembering preferences you set, and for basic functionality like logging into your account, or tracking session information to load webpages. You can choose to delete or block cookies by following instructions from your browser’s provider, but this may impact our website’s functionality. LADWP does not use cookies to track you on other websites, or for advertising purposes.
  • Website Analytics. LADWP.com and other websites operated by LADWP use cookies, and web beacons which send certain information to us such as the LADWP webpage you're visiting and your IP address. This information is used to create aggregated analytic data about how visitors use our website, which webpages are popular and help us find performance issues.

Use of Information

LADWP uses the information it collects for the following purposes:

  • Provide water, energy, fiber optic, or other services to our customers.
  • Process your transactions such as collecting bill payments.
  • Communicate with you about your services, or LADWP services or programs that may be of interest to you.
  • Understand how our website is used.
  • Comply with local, state, and federal laws, court orders and subpoenas, or other legal requirements.
  • Share with other public agencies, such as law enforcement investigations, the California Public Utilities Commission (CPUC) requests, or other agencies with the legal authority to obtain personal information.
  • Operate our business, maintain business records, and perform other internal functions.
  • Enable LADWP’s partners to provide goods or services to our employees or our customers.
  • Protect the safety and security of LADWP’s customers, employees, and other individuals.

Sharing of Personal Information

LADWP does not sell any personal information. 

LADWP shares information with other government agencies and with business partners for operational purposes. Types of sharing include:

  • Providing customer contact information and utility usage to third parties to provide customers with reports about their water or energy use, how it compares to similar households or businesses, or relevant conservation information.
  • Providing personal or business information to financial institutions, credit agencies, or other financial service providers for purposes such as to run credit assessments, determine program eligibility, or process your transactions.
  • Complying with requests from California Public Utilities Commission or other government oversight groups when they request information they are legally entitled to.
  • Providing customer name, address, or utility service information to respond to California Public Records Act (CPRA) requests from individuals or government entities, in accordance with CPRA.
  • Providing utility information such as water or energy usage data to government organizations for reporting purposes.
  • As a billing agent for Los Angeles Sanitation, LA Sanitation has access to customer information required for their business and operational requirements.

Security of Your Personal Information

LADWP is committed to protecting the personal information it collects and maintains against misuse, as required by local, state, and federal laws.

 LADWP uses administrative, technical, and detective safeguards to help protect your data, including using industry standard cybersecurity systems and encryption to protect confidentiality. We are continuously working to improve our security to keep your data safe from unauthorized use or disclosure. LADWP monitors its network, and information gathered through monitoring may be disclosed to United States Government agencies to assist in protecting LADWP from unauthorized access.

Minor’s Privacy Policy

LADWP does not direct its services toward children under the age of 16 and does not knowingly collect their information. If you believe a child under 16 has provided us with personal information, please contact us using the method described in the Contact Us section of this privacy policy so we can delete that information.

Contact Us

If you have any questions or concerns regarding this privacy policy, please email us at [email protected].

For general customer service assistance please visit https://www.ladwp.com/support