Sustainability Reporting
Our annual Sustainability Report provides detailed updates on our strategy, priority topics, and progress toward our objectives.
Customers & Communities
Customers and Communities
Safe, high-quality water is essential to our customers’ health and well-being. We seek ways to promote affordability, improve service, and prepare for emergencies. We also engage the communities where we live, work, and serve through philanthropy and volunteerism.
Water Quality
Customer safety is a top priority at California Water Service Group, and we invest in water sampling, testing, and treatment designed to meet high-quality standards. Certified water quality professionals and rigorous training programs are critical to our success. We proactively address risks, including emerging contaminants and potential cross-connections. In 2025, we conducted over 630,000 water quality tests to confirm that we met or surpassed all state and federal water quality standards.
Water Affordability & Access
Recognizing that the United Nations has identified safe and reliable drinking water as a basic human right, we are committed to expanding access and keeping customer costs manageable. We focus on enhancing operational efficiency, minimizing expenses without compromising reliability, developing flexible support programs for low-income households, and pursuing grant funding opportunities. In 2025, we provided $22 million in discounts to over 100,000 customers through our California Customer Assistance Program.
Stakeholder Engagement
We are committed to building strong, positive relationships with our stakeholders, including customers, community leaders, employees, investors, and regulators. Through open, transparent, and consistent communication, we listen actively, address concerns, and integrate feedback to drive continuous improvement.
Customer Service
We are committed to meeting and exceeding our customers’ expectations for excellent service. Driven by a focus on continuous improvement, we find new ways to enhance the convenience of our service, keep customers informed, and safeguard their information. In 2025, our customer service team earned an overall satisfaction score of 9.1 out of 10, based on customer survey results.
Cybersecurity & Data Privacy
Cyberattack threats continue to rise globally, and we are committed to strengthening our defenses wherever feasible. We prioritize uninterrupted service for our customers while safeguarding their personal information. In 2025, we finalized our AI policy, which establishes guidelines and best practices for the responsible, secure, and ethical use of AI tools by all employees.
Emergency Preparedness & Response
Emergencies such as wildfires, earthquakes, and landslides can strike at any time. We invest in advanced training, reliable equipment, and proven processes to help us respond quickly, minimize service disruptions, and protect the communities we serve. We implemented new company-wide earthquake preparedness training in 2025.
Philanthropy & Volunteerism
We believe charitable giving and volunteerism have the power to create meaningful change, and our efforts focus on strengthening the communities we serve. Through financial contributions and hands-on support, we address a wide range of needs, including workforce development, education, and emergency response. We donated nearly $1.9 million to local community organizations in 2025.