What happens if a water bill includes more than 30 days of service?
Our goal is to read all 250,000+ meters within 28 - 33 days. If a meter read exceeds 33 days, the water bill may be averaged out to account for the extra days.
While this ‘long bill’ will possibly be higher than a normal 30-day bill due to the additional usage, all of the additional usage charges are not assessed at the highest tier price. Pre-billing software proportionally redistributes an individual’s water usage rate tiers in cases where days of service lasted 34 days or longer.
In cases where the days of service were beyond 33 days for one bill, the next bill should reflect fewer days of service, less water usage and lower water & sewer charges. Our goal is to bill consistently, at 28-33 days of service. In cases where billing was based on more than 33 days of service, Utilities ensures customers aren’t inappropriately charged for additional usage through adjustments made before the bill is mailed.
How much water does a toilet or shower really use?
This can depend significantly on the age of the toilet or showerhead.
Click here to see examples of how many gallons several types use.
What should I do if I believe that my bill is high or incorrect?
CMUD employees work with each customer who has a water bill concern. With the transition to automated meter reading in recent years, our billing accuracy has improved to more than ninety-nine percent (99%).
If your bill is higher than expected, here are a few possibilities to consider:
* Check the meter reading dates. The usage billed would fall between those dates. Was a pool filled or other activities that may use more water than usual?
* Compare usage to previous year using the 13-month water usage graph on water bill.
* Irrigation significantly impacts water bills. Was there a change in irrigation / watering (seeding)?
Learn how many gallons are used watering lawns.
* Check low flow indicator on
water meter.
* Check
plumbing for leaks under sinks, running toilets or constant wet spots between your water meter and home.
+ Take part in our home
home water use audit.
+ Did a plumber fix something between the billing dates?
+ Did usage return to normal when the irrigation system was winterized?
+ Learn how to look for leaks on plumbing or
irrigation system.
* Water use is divided into "tiers" so as usage increases, rates increase as well. These tiers encourage water efficiency, provide reasonable
rates for essential water uses and give customers more control over their bill.
* A
change in rates. Utilities typically adjusts rates each year on July.
How do Charlotte-Mecklenburg rates compare to others?
* Review the storm water fees. Because
storm water fees are billed on the water and sewer bill for efficiency, be sure to separate water/sewer charges from storm water fees when reviewing past water usage.
Please call 311 or 704-336-7600 if there are any questions about a bill.
A customer service representative will ask for your Social Security Number to verify that you are authorized to receive the information. The representative will review past water bills and discuss possible causes and temporary steps while a high bill inspection is conducted.
Meter inspections can take several weeks depending on customer demand. Utilities sees an increase in high water bill inspections / meter checks during the fall and spring when lawn watering increases.
What happens during an on-site meter inspection? A meter inspector will visit the location and:
+ Once on-site, inform customer that you are on-site to perform inspection. Knock on door to inform
customer why you are there.
+ Confirm meter and transponder number matches customer's account
+ Confirm register size matches meter size
+ Perform inspection in the meter box:
+ Is low-flow indicator turning?
+ Is there water in the box? If yes, does it impact the bill?
+ Take visual reading on register
+ Use handheld to confirm transponder reading matches register reading
+ Flow water through meter
+ Take visual reading on register
+ Use handheld to confirm transponder reading matches register reading
+ Complete door tag with results. Provide customer with appropriate leave-behind letter.
+ Notify customer of the results in person, if possible. If customer is not home, call customer with number
provided before you leave site.
What if the on-site inspection doesn't find a meter equipment problem? back to the top
* Consider hiring a
licensed plumber with leak detection equipment if your low flow indicator is
running when you're not using water.
Click here for tips.
* Test of
irrigation system to see how much water it is using each cycle.
* Discuss additional steps with a customer service representative.
* Fill out a
home water use audit to see what could be leaking or using water.
I don't want to pay a bill I think is incorrect. What should I do?Be sure to call 311 or 704-336-7600 to request a high bill inspection.
Payment plans are available. CMUD does not require full payment of a disputed bill until completion of the high bill investigation. High bill inspections may take more than one month to complete.
Customers are required to pay their average bill amount to keep in good standing during the inspection process.
Customers who opt to forego payments while waiting for our investigation or without calling to request one are in danger of delinquency and disconnection.
As part of our continuing improvements, customers can be considered for a one-time adjustment after:
- A review of water usage history
- A completed high bill inspection by Utilities
- Supervisor review of inspection and usage history
- High usage period is a one-time occurrence that is uncharacteristic of the customer’s past usage, and
- Water usage drops back normal range for customer.
Additional details are available at
www.municode.com (select Municode Library, North Carolina, Charlotte, Charlotte Code of Ordinances, Chapter 23)
Why does the same amount of water cost more now?
Rates are adjusted in July so using the same amount of water twelve months ago may cost more now.
Below are some water / sewer bill examples of usage in previous years:
- 10 Ccf (7,480 gallons) in Fiscal Year 2012: $71.33
- 10 Ccf (7,480 gallons) in Fiscal Year 2011: $65.64
- 10 Ccf (7,480 gallons) in Fiscal Year 2010: $61.34
- 10 Ccf (7,480 gallons) in Fiscal Year 2009: $58.28
- 10 Ccf (7,480 gallons) in Fiscal Year 2008: $58.68
Details are available on Utilities Rates & Fees page.
Could the meter equipment cause a high bill? back to the top
The 250,000 bills sent out monthly are more than 99% accurate, but errors can occur.
Meters are tested for accuracy before they are installed. Meters themselves are mechanical devices that slow down or under-report usage as they wear down with age. Utilities replaces meters about every 15 years.
The transmitters attached to meters that send the data to CMUD also have high accuracy rates but can fail to transmit data or can send erroneous readings occasionally. Checking the accuracy of your meter and transmitter is part of our high bill inspection. If the error is on CMUD side, it will be fixed and the account will be adjusted accordingly.
What is the charge on my first water bill? back to the top
A $32 fee is part of the first water bill for 'Move-In' requests and to set up the account.
Review Starting / Water Turn-On date. It could be that the days of service may be more than 30 days.
Commercial accounts are charged a deposit based on type of business.
What if I am irrigating from a lake pump or well?
Is the irrigation system connected to the pump system / well or the residential water meter? Contact the person who installed or maintains the irrigation system for more information.