Mayor Garcetti Unveils New LADWP Customer Bill of Rights

The proposed bill details and ensures service level commitments to LADWP customers


Mayor Eric Garcetti speaks at the January 3 Customer Bill of Rights press conference in front of the LADWP headquarters. Also pictured (l to r) Board of Water and Power Commissioners President Mel Levine, Councilmember Nury Martinez, LADWP General Manager David Wright, Chair of the DWP MOU Oversight Committee Tony Wilkinson


On January 3, Mayor Eric Garcetti, Board President Mel Levine and LADWP General Manager David Wright held a news conference to announce the LADWP Customer Bill of Rights.  

The proposed Bill of Rights, which is yet to be voted on by the Board, details and ensures service level commitments to LADWP customers, as the Department works to be the world-class utility and customer service provider that Los Angeles deserves.

Customer service has been General Manager Wright’s top priority since he came to LADWP as COO in 2015. Upon his appointment as General Manager, one of the priorities the Mayor set for him was improving customer service and crafting and implementing a Customer Bill of Rights. LADWP has achieved a lot to improve the customer’s experience, but must continue to improve where possible, and as importantly, maintain these accomplishments. The Customer Bill of Rights is consistent with LADWP’s goals and mission as an organization, and reaffirms their commitment to customers to provide excellent customer service through reliable water and power service, and accurate and timely billing. 

The Board of Water and Power Commissioners will hear and consider this item at their meeting January 17. The Bill of Rights covers the following main areas: 1) Quick, Clear and Consistent Customer Service; 2) Reliable, Safe and Sustainable Power; 3) Reliable and High Quality Water, and 4) Collaborative Operations and Program.  

To learn more, you can read the Customer Bill of Rights at www.ladwp.com/customerbillofrights. Also, see the presentation that will be made to the Board here: http://tinyurl.com/ladwpbillofrights.