new customer guide - columbiasc.gov€¦ · we are happy to have you ... 1339 main street columbia,...
TRANSCRIPT
FROM COLUMBIA WATERCity of Columbia, SC
New Customer
Guide
WELCOME
Welcome to Columbia Water! We are happy to have you as one of our customers. The information in this New Customer Guide will help you better understand your water and sewer service.
Columbia Water has been in operation since 1905, and we remain committed to delivering excellent services and programs that support a high quality of life and contribute to a sustainable City.
Our staff works hard around the clock to ensure that you have reliable water and sewer service. Columbia Water Customer Care is available 24 hours a day, seven days a week to assist you with your water and sewer needs.
If you have questions about your account or your water and sewer service that have not been addressed in this document, please contact us any time at 803.545.3300.
Sincerely,Angela AdamsCustomer Care Administrator
CONTACT INFORMATIONCity of Columbia Customer Care CenterMonday through Friday 8:30 a.m. to 5:00 p.m.Washington Square1339 Main StreetColumbia, SC 29201803.545.3300Online requests: [email protected]/Customer-Care
CONTENTS
Customer Care Center | 1339 Main Street | 803.545.3300
YOUR COLUMBIA WATER SERVICE 1 Set Up New Service Transfer Service Discontinue Service
BILL PAYMENT INFORMATION 2 Walk-in Payments Mail-in Payments Online Payments Electronic Checks Drive-Thru Payments
REPORTING WATER QUALITY ISSUES & CONCERNS 2
BOIL WATER ADVORIES 2
RATES AND BILLING 3 Water Service Rates
Sewer Service RatesOnline Billing Estimator
UNDERSTANDING YOUR WATER/SEWER SERVICE 4
Understanding & Locating Your Water MeterWater & Sewer Line ResponsibilityProperty Damage Claims
HIGH-USE BILLS/BILLING REDUCTIONS 5Looking for LeaksCourtesy ReductionsPlumbing Repair ReductionPlumbing Adjustment Calculation
On June 20, 2017, Columbia City Council approved a water, sewer, and stormwater rate increase that will help support investment in the water, sewer, and stormwater systems. It went into effect on July 1, 2017. Water and sewer rate changes will affect all water and sewer customers; stormwater rate changes will only affect properties within the City limits.
1
YOUR COLUMBIA WATER SERVICE
Set Up New ServiceWater accounts can be opened or transferred by speaking with a Customer Care Representative and submitting a signed Water Service Contract. First submit the contract using one of the methods below, then contact Customer Care at 803.545.3300 between the hours of 8:30 a.m. and 5:00 p.m. to finalize your contract. Your request will NOT be complete until a representative speaks with you.
Download the form: http://www.ColumbiaSC.net/depts/customer-care/docs/new-service.pdf
We require ALL of the following information:S The street address where water service is requestedS The name to appear on your accountS Mailing address if different from the service addressS Social Security NumberS Place of employmentS Date service is to beginS Contact telephone numbers for home and workS Drivers License, Permit or State issued IDS Copy of Closing statement or Lease agreement
(Include the page with the name of landlord and tenant and the page with landlord and tenant signatures)
Ways to Submit Form:P E-mail: [email protected] Mail: PO Box 147
Columbia, SC 29217P Fax: 803.733.8219P In person: 1339 Main Street
8:30 a.m. through 5:00 p.m.
Your First BillThere is a $30.00 New Account fee and an additional $15.00 connection fee added to your first bill.
Backflow Prevention/Cross ConnectionIf you plan to add an irrigation system to your home or business, you will need to ensure that you or your contractor installs a backflow preventer. This device prevents contamination from getting into the water going into your home and/or the general water supply. Upon completion, you must submit a report to Columbia Water by a certified tester. Columbia Water will only accept
We cannot accept requests for service from a third party. The account must be listed in the name
of the lessee or purchaser/owner of property.
test results from plumbers meeting certain program requirements. A list of certified backflow testers can be found online here: http://www.ColumbiaSC.net/depts/utilities-engineering/docs/dw/backflow-testers.pdf
Transfer ServiceService at your address can be transferred to another address if you relocate. In order to transfer service, all past-due balances must be paid. In some cases, your request to transfer may be denied if additional information is needed based on the new address. The Customer Care Representative will inform you when a denial is necessary. There is a $30.00 New Account fee and an additional $15.00 connection fee added to your first bill.
Discontinue ServiceTo discontinue water service, call our Customer Care Center at 803.545.3300. Representatives are available to receive your request to discontinue water service between the hours of 8:30 a.m. and 5:00 p.m., Monday through Friday.
Only the primary account holder will be allowed to terminate service. The last four digits of the social security number must match the account information or the request will not be processed. All final readings will be taken within five business days of the termination effective date.
About Your Final BillAll final bills are marked with the words “Final Bill.” Only bills marked “Final Bill” terminate your financial responsibility for the service. Contact Customer Care at 803.545.3300 if you do not receive a final bill.
When discontinuing service, please be prepared to provide the following information:
1 Your account number, service address, or name the account is listed in. Personal information will be requested to verify your identity before a disconnect request is processed.
2 The date service should be discontinued. (There may be up to five business days before the disconnect request is completed).
3 Your mailing address for the final bill.
2
BILL PAYMENT INFORMATION
All customers receive a water bill each month. If you do not receive a monthly bill,
you must contact Customer Care immediately. Failure to receive a bill
does not relieve the customer of the obligation for payment nor from the
consequences of non-payment.
Boil Water Advisories: Signing Up for Columbia/Richland Alerts
http://www.ColumbiaSC.net/911/citizens-alerts Columbia Water sends out Boil Water Advisories
to ensure the safety of our customers when there is a significant drop in water pressure within the distribution system. If you would like to be notified
of any boil water advisories in your area you can sign up online!
Bill Payment InformationWater, sewer, and stormwater customers can pay their bills in-person at our bill payment centers, by mail, through bank draft, online, or at local First Citizen’s Bank branches. Bill payment centers are open Monday through Friday 8:30 a.m. to 5:00 p.m. Customers can pay with cash, check, money order, or credit card. Please note that all credit card transactions will be subject to a convenience fee.
Walk-in PaymentsCity of Columbia Customer Care CenterWashington Square1136 Washington StreetColumbia, SC 29201
City of Columbia Customer Care CenterEau Claire Print Building3905 Ensor AvenueColumbia, SC 29201
Mail-in paymentsCity of Columbia WaterPO Box 7997Columbia, SC 29202
Online Payments Location: www.ColumbiaSC.net/payment-center/online Payment methods: Visa, Master Card, American Express, Discover, Electronic Check
Electronic Check$2.50 per transactionOnline portal access 24/7
Drive-Thru PaymentsLocation: First Citizens Bank Branches
(see branch locations below)Payment methods: Cash, CheckFees: No feesHours: 9:00 a.m.- 5:00 p.m. Monday thru Thursday
9:00 a.m.- 6:00 p.m. FridaysPhone: 803.545.3300 Columbia Water Customer CarePayment Restrictions: Must bring bill. No past due bills.
Branches1301 Park Street7366 Garners Ferry Road2621 North Main Street615 Knox Abbott Drive2600 Rosewood Drive1612 Saint Julian Place
2638 Two Notch Road9800 Two Notch Road7039 Parklane Road949 Lake Murray Boulevard1311 Dutch Fork Road131 Forum Drive (Sandhills)
Reporting Water Quality Issues/ConcernsWater Quality TestingColumbia Water will test the water in your home if you have concerns about your water quality. Testing is free for Columbia Water customers. To find out how to have your water tested, contact Customer Care at 803.545.3300.
Service RequestsSubmit service requests by phone, e-mail, or online.Phone: 803.545.3300E-mail: [email protected]: https://ColumbiaSC.net/customer-care/service-requests
3
RATES AND BILLING
Meter Size(inches) In City Out of City5/8 $7.58 $12.901 $12.67 $21.531 1/2 $18.97 $32.252 $30.35 $51.603 $60.71 $103.204 $94.85 $161.256 $189.94 $322.898 $303.53 $516.0010 $602.66 $1,024.52
Sewer Use Charges per Unit of Water Used In City Out of City $3.94 $6.7150% 50%
Online Billing EstimatorColumbia Water provides an online billing estimator to help you track your water use. This estimator shows what a typical residential customer bill might look like based on meter readings that you provide. You can access the estimator online here: http://www.ColumbiaSC.net/customer-care/estimator
Water Service RatesWater Base ChargesColumbia Water tracks your water usage in Units of 100 cubic feet.
1 Unit = 100 cubic feet
All customers are charged a flat fee for up to the first 3 Units of water use. This fee is based on meter connection size and location (see Table). Customers are then charged for each additional Unit of water they use (See below for details). Rates became effective on July 1, 2017.
Meter Size(inches) In City Out of CityResidentialNext 97 (4-100 Units) $2.72 $4.63Next 900 (101-1,000 Units) $2.59 $4.40Volume Over 1,000 Units $2.45 $4.16IrrigationNext 97 (4-100 Units) $4.63 $7.87Next 900 (101-1,000 Units) $4.40 $7.49Volume Over 1,000 Units $4.16 $7.08All OthersNext 97 (4-100 Units) $2.59 $4.40Next 900 (101-1,000 Units) $2.45 $4.16Volume Over 1,000 Units $2.29 $3.90
Additional Water Use ChargesThe additional water use charge is tiered based on total water usage. The charge for each additional Unit of water above the minimum 3 Units is as follows:
Sewer Service RatesAll sewer customers are charged a flat fee (base fee) for a sewer connection. This fee is based on water meter connection size and location (see Table). Customers are then charged for each Unit of water they use. This rate is based on location. Rates became effective on July 1, 2017.
Landlords may have two lines on their bill related to sewer charges. If you have questions about the sewer charges on your monthly bill, contact Customer Care for details.
Meter Size(inches) In City Out of City5/8 $7.58 $12.901 $7.58 $12.901 1/2 $7.58 $12.902 $12.14 $20.633 $24.28 $41.274 $37.94 $64.496 $75.88 $129.008 $121.64 $206.4010 $189.71 $322.50
Base Meter Fee
Apartments, trailer parks, hotels, motels, dormitories and rooming houses may have additional meter fees. Please contact Customer Care for more information: 803.545.3300.
Water Main
PropertyLine
Water Meter
House Cut-off
Water Service Line
Sewer Service Line
Sewer Main
4
Columbia Water owns and maintains:S The water mainS The water service line running to the meterS The meter boxS The meterS The sewer service line from the property line
to the sewer mainS And the sewer main
If there is a problem with any of these, contact the City at 803.545.3300, and we will address it.
The property owner owns and is responsible for maintaining:S The water service line running between the meter and the
buildingS All plumbing attached to the water service lineS And the sewer service line up to the property line
Columbia Water
Property Owner
Understanding & Locating Your Water MeterYour water meter tracks how much water you use each month. Most meters are located along the street in your front or side yard. Your water meter is designed to read cubic feet (ft3). You are charged for your water use in Units of 100 ft3. When Columbia Water staff reads your meter, they do not round up. Instead, they drop the two black boxes on your meter from the reading. This means you are only billed for complete Units of 100 ft3.
Over time, these partial uses will add up to a complete 100 ft3 Unit that will be added to that month’s bill. For example, if you use on average 750 ft3 per month, during one month you may only be charged for 700 ft3 while the next you would be charged for 800 ft3 (50 from the previous month + 750 from the current month).
Water & Sewer Line Responsibility
Property Damage ClaimsIf you have property damage potentially caused
by a disturbance in Columbia Water’s utilities (water and sewer service), please call
Companion Property & Casualty 1.800.827.5794.
An adjustor is available 24/7 to take your information.
*Companion Third Party Administrators, LLC*
The image to the left shows which portions of a customers’ water and sewer service are the responsibility of Columbia Water and which are the responsibility of the property owner. Columbia Water cannot repair private lines.
UNDERSTANDING YOUR WATER/SEWER SERVICE
5
HIGH-USE BILLS/BILLING REDUCTIONS
Plumbing Repair ReductionCustomers may be eligible for a charge reduction when plumbing problems occur on the property. Before an account can be reviewed for an adjustment, proof of repair is required.
Plumbing Repair RulesCustomers will need to submit the following:
P Copies of the repair bill or a written statement reflecting the item repaired, and the date repairs were completed
P Copies of receipts reflecting the purchase of parts or supplies needed to make repairs
Plumbing Adjustment CalculationAverage consumption is calculated using the previous 12 months of consumption history. If the customer does not have 12 months of history, a minimum of 90 days of history without plumbing problems is required before an account will be reviewed for an adjustment.
Customers must pay the average consumption for each month adjusted to the maximum of three months. Any amount above average is reduced by 50% for water service. Sewer reductions are based on the type of problem that occurs at the property. If the water does not re-enter the sewer system, sewer charges are reduced 100% above the customer’s average use. If the water re-enters the sewer system, sewer charges are reduced 50% above the customer’s average use.
Calculation ExampleAverage consumption = 300 cubic feetCost = $5.00 waterCost = $10.00 sewer Billed charge as a result of a broken service line that was repaired November $50.00 water $100.00 sewer December $50.00 water $100.00 sewer
Water Billed charge $50.00 Average $ 5.00 Difference $45.00 Reduced 50% $22.50 Credit Amount (The same process is repeated for November and December)
Sewer Billed charge $100.00 Average $10.00 Difference $90.00 Reduced 100% - if not draining to sewer $90.00 Credit Amount Reduced 50% - if draining to sewer $45.00 Credit Amount (The same process is repeated for November and December)
High-Use BillsLooking for LeaksHigh-use bills can be shocking when they arrive unexpectedly. A sudden increase in your utility bill could indicate a leak somewhere in your home plumbing system. Early detection of a leak can minimize water loss at the property. Leaks from pipes, plumbing fixtures, and fittings are a significant source of water usage for many homes. Research has shown that the typical home can lose 2,000 to 20,000 gallons of water per-year due to leaks. Some leaks are obvious, such as a dripping sink faucet or a constantly running toilet, while others may be more difficult to locate.
Columbia Water has a number of publications and leak detection items available online and at our Customer Care Centers. Our publications will walk you through checking for leaks throughout your home plumbing system. Our Customer Care Representatives can also provide toilet leak tablets to help determine if you have a leak in your toilet. Visit our Washington Square or Eau Claire Bill Payment Centers Monday through Friday 8:30 a.m. to 5 p.m. for more information.
Billing ReductionsAfter a high-use bill, customers may be eligible for either a Courtesy Reduction or a Plumbing Repair Reduction. Only one adjustment (either Courtesy or Plumbing Repair) is allowed per 12 month period.
Courtesy ReductionsCustomers may be eligible for a one-month reduction of water and sewer charges by 50% after a high-use bill. Courtesy reductions are used if a customer cannot identify the cause of unexpected high use or if the cause was not from a leak that has since been repaired.
After repairs have been completed, the water usage at the location must return to normal before a credit can be applied to the account. No more than three months are adjusted for any plumbing problem/event.
