To serve you better, we've assembled a list of our customers' most frequently asked questions. If you don't find your answer here, feel free to contact us.
When is my Payment Due?
Water bills are sent out on the first business day of the month. They are due by the 17th in order to avoid a penalty. As long as they are postmarked no later than the 17th they will be considered paid. Any accounts that have not been paid by the 17th of the month shall be assessed a $5.00 late fee. If the account continues to remain unpaid by the last day of the month than a $20.00 Charge will be assessed.
Why do I have a bill when I haven't used any water?
The Water Districts policy states that each customer who has a meter set on their property must pay a minimum bill each month as long as there is a meter set on the property. This is even if the customer does not use any water. This is because there is an expense to deliver the service to that meter set even if there is no usage. The water system is only designed to support so much usage. You are paying to have the right to be able to use the water if you so wish.
When do I have to start paying minimum charges?
Minimum charges begin to accrue from the time you purchase the property.
What if I don't want to pay the minimum charges?
You have two options of not paying the minimum charges. Option one is to have your meter moved to a vacant status. This means you will not have to pay the minimum charges each month until you decide that you want to use the service. This option requires you to pay back the minimum charges since you last had service though before water service can be restored. Option two is that we delete the meter and it s completely removed. This option means that if you ever want service again that you will have to pay for a completely new meter set. This expense is currently $2,500 without a road bore. The other issue is when you decide to delete the meter the water main may no longer support your need and we will not be able to service you without costly upgrade fees.
There is no way I used this much water
Your water usage is recorded by a water meter. The water meters are read monthly. They are not read on the same day of every month. They record exactly how much water passes through them. They are accurate enough to detect even a drip of water. Like all mechanical things they can wear out. They typically do not go in the utilities favor. They will normally read slower. This is why we are on a proactive maintenance program. We currently attempt to change the meters out if they are over a million gallons or are older than ten years. From time to time it is possible that an error may be made. If you have looked around your house and have found nothing unusual then please call the office and we can help investigate the matter further, with your to help resolve any issues.
I suspect I have a leak. What should I do?
Leaks can be real easy to find or they may be real hard. The most common household leak occurs in a toilet. To test your toilet you may add a drop of food coloring or Kool-Aid to the tank of the toilet. If it is leaking you will see the color come into the bowl. You may not always hear or see a toilet that leaks. They may also not leak all of the time. Leave the water set for a long period of time to see what happens.
Leaks can also occur in a number of other places within the home. Some of these include but are not limited to water heaters, toilet tank overflow pipes, ice makers, humidifiers, water softeners, and outside faucets accidentally left on or Hydrants.
You may also want to check your meter in some cases the customer can check for leaks in their own system. If there is a small triangle on the face of their meter; this is called a Leak Indicator. Customers will need to make sure that every faucet/ Water supply in the house is off (washing machine, dishwasher, toilets, faucets inside and out, hydrants, etc.). Then look on the face of the meter at the leak indicator. You will have to watch it for at least ten minutes. If you see any movement of the leak indicator, or if the number changes on the register, you have a leak. Ground water collects in some meter pits, depending on the location. This is not necessarily an indication you have a leak.
I had a leak. Can I get an adjustment?
It has been the policy of the water District not to give credits or adjustments for leaks on our customers’ lines. We do allow for payment arrangements, so customers may pay their bill over time.
Who do I call for Emergencies?
You may call the office 24 hours a day seven days a week to find out who is on call for emergencies.
I cannot afford to pay my bill in full this month. Will my water be shut off?
If you have not contacted the office and made payment arrangements your service may be subject to disconnection. You should immediately call the office and let us know that you need to make payment arrangements. We will be happy to try to work something out with you.
How can I know my water is safe to drink?
The Public Water Supply District #2 of Andrew County is in compliance with the newest rules and regulations established by the Environmental Protection Agency (EPA) and Missouri Department of Natural Resources (DNR) pertaining to the Safe Water Drinking Water Act and lead content in water. We send four (4) samples per month to the DNR laboratory in Jefferson City for testing. These samples are taken at random locations throughout the District.
Our office notifies our customers by contacting them directly if and when we have issues that affect the safety or quality of the water for our customers. We will send out notifications by Phone, E-mail, Mail, Text Alerts, Radio, Door Knob Notices , and Post Notices depending on the scale of the issue. The office also prepares a Consumer Confidence Report (CCR) annually. This report is made available to all of our customers, to notify the public of all constituents found in our drinking water, and what levels of each constituent is allowable by the Department of Natural Resources (DNR). Anyone interested in obtaining a copy of the CCR report can call our office and we will gladly mail a copy to you or you may click the link below.
Who do I call if I have a problem?
Our office is open Monday thru Fridays 8:00 am to 4:30 pm except for Holidays. We will be happy to try to help you anyway we can. You may also call the office 24 hours a day seven days a week to find out who is on call for emergencies.
Why can't I shut my water off?
The water meter setter is property of the District. These valves are not designed for constant usage. A customer may only shut the water off at the meter if there is a leak on their side of the meter and there is no other valve that is capable of shutting off the water. Any other unauthorized access is considered tampering. This is illegal, and may be prosecuted or lead to disconnection of service without notice. It is highly recommended that the customer have a shut off valve of their own as close to the meter as possible to allow them to shut the water off if needed. Should you have a leak please notify the Water District as soon as possible.
I am going to be working on projects around the house. When do I need to call to have my utilities marked? When should I call?
Missouri One Call should be called prior to excavating in order to comply with the state law. MOCS, which operates 24 hours a day, seven days a week, will inform callers which MOCS members are to be notified of the location request. It is also the caller's responsibility to determine if facility owners, who are not MOCS members, maintain lines at the job site and to notify these owners directly.
Who is required to call in?
Missouri law requires that any person making or beginning any excavation notify all underground facility owners/operators which may be affected by said excavation at least two but not more than ten working days in advance, except in the case of an emergency. Missouri law defines a "working day" as everyday, except Saturday, Sunday, or a legally declared local, state or federal holiday.
What in an emergency?
An "emergency" is legally defined as a situation resulting from a sudden unexpected occurrence and presenting a clear and imminent danger demanding immediate action to prevent or mitigate loss or damage to life, health, property or essential public services.
Requesting an emergency that does not meet the definition of the law is in direct violation of the law and may be treated as such.
The excavator may be liable for the cost of locating a request that does not meet the definition of the law.
What happens after you call?
After all information has been taken, the request is processed by the call center computer system and transmitted to member utilities that have underground facilities at the dig site within a matter of minutes.
Members receive the locate request by fax, email or by direct telephone notification.
The information is received at the member's mapping or dispatch office. In some cases, the utility may be able to determine from the information that it has no underground facilities at the dig site. In these cases, the members will notify you that they are clear.
What are the responsibilities of the excavator?
- Excavators are required to dig carefully and act responsibly.
- Excavators must notify all owners/operators with underground facilities in the excavation site at least two and not more than ten working days in advance of the excavation.
- Before beginning excavation it is important that the excavator confirm that all utilities have responded.
- Excavators must re-notify utilities who have not responded by placing a "No Response" request.
- The excavator must make the excavation in a careful and prudent manner.
- If an underground facility is damaged or dislocated the excavator must notify Missouri One Call. (1-800-344-7483).
- It is illegal for the excavator to conceal or attempt to conceal damage or to make repairs. Repairs may be made only to sewer lines, without prior authorization.
- Excavators shall exercise reasonable care not to unnecessarily disturb or obliterate markings provided for location of underground facilities.
What are the responsibilities of the facility owner?
- The facility owner/operator is required to respond to each notification within three working days of receipt of the notification. In the event the owner/operator fails to respond, the excavator must give the a second notice. The facility owner/operator must respond to the No Response within two hours. (see below "What To Do If The Utility Has Not Marked The Lines" )
- The utilities are required to keep accurate records and act responsibly.
- The utility must correct its installation records to show the actual location, when informed by the excavator the facilities were incorrectly located.
- The One Call center, or non-member facility owner, must keep a written records of notifications received for five years. Computer records or telephone recordings of notices must be kept for one year.
What do I do if the utility has not marked the lines?
- If the start date and time arrives and one or more member owner/operators has failed to mark the facilities or failed to inform the excavator that they are clear, the excavator is required to call Missouri One Call with a second request, known as a "No Response" ticket.
- This intent of this ticket is to advise the member utility that they have failed to mark or respond with a "Clear" within the three working day time period.
- The utilities are required to respond to the request by marking or making contact with the excavator within 2 hours.
- If the No Response request is made before 2 pm the marking shall be completed that working day. If the No Response request is made after 2 pm the markings must be completed no later than 10 am the following working day.
- If the utility fails to contact the excavator within two hours of the No Response request the excavator may commence the excavation.
- MOCS operators will offer direct contact phone numbers for utilities named on No Response tickets.
- However, to ensure the safety of the excavation crews and the public, it is suggested that you do not begin work until you are confident that all facilities have been marked correctly.
I have had my lines located before. Why do I need to call again? I know where everything is.
Just because you have called before doesn't mean it was marked before. Many times each excavation may have a different scope of work. It may have been clear/ok before, but is needs marked this time. If you fail to call in a locate request and damage a line you may be liable for the damage. If a locate request is completed and the underground line was not located properly then you may not be liable for the damage.
What do I do if I am experiencing low pressure?
Check your meter and the surrounding area for possible leaks. Next, call our office and report low pressure for your area.
Why is my water discolored?
A repair could have been completed recently allowing air to enter the line, causing the milky look.
What chemicals does our utility district add to the water?
Only chemicals that are approved by the National Safety Foundation for treatment of drinking water.
My water tastes, looks, and smells funny. Is it safe to drink?
All public water systems are required to maintain a minimum chlorine level of 0.2 mg/L (tested at the end of each line) by state law. Systems that use chloramine as a disinfectant must maintain a level of 0.5 mg/L by state law. Our disinfectant levels are tested daily to ensure safety.
Why does debris come out of the faucet when running hot water?
Most likely your water heater needs to be flushed. CAUTION: Most manufacturers recommend hiring a professional to flush your water heater. If you plan on doing this yourself, read the owner's manual to keep from being hurt and or damaging the water heater.
Why do I have a previous balance when I know I sent in my payment?
We may have received it after the due date or we may not have received it at all. Call our office and we will help you solve the problem.