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.
If we have a water emergency after hours, who do we call?
We have an answering service to field after hour’s emergency calls. Just dial the regular office phone number (573) 449-0324 and wait for the prompt to press “one” for redirection to the answering service. They will take your information and call our on-call qualified service person. Billing questions will only be addressed during regular office hours of 8:00 a.m. to 4:30 p.m. Monday through Friday.
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.
Where is the billing and customer service office located?
The Water District’s billing and customer service office is located at 1500 North 7th Street in Columbia, Mo. We are not downtown; we are located one block north of the Business Loop. For your added convenience we have a drive up window located at the west end of the building under the canopy with a night deposit slot complete with payment envelopes just past the drive up drawer.
What are your office hours?
Our regular office hours for conducting official District business, answering billing inquiries and scheduling and discussing customer service requests are 8:00 a.m. to 4:30 p.m., Monday through Friday, excluding certain holidays.
How often are water bills sent?
All customer water bills are sent out on the first working day of the month and are due on or by the 15th of the same month. If the 15th falls on a weekend or holiday, the due date is extended to the next business day.
Is my water meter read every month?
Yes, District service personnel read your meter each month. The monthly meter
reading shows us your past month’s actual water usage which is reflected on your bill. In times of prolonged inclement weather such as severe cold, ice or heavy snowfall we reserve the right to estimate your usage based on your usage history.
Why do I have to pay a security deposit to set up a new account when we have a good credit record?
Each new customer of our District is required to pay a deposit. The deposits help assure that all customers pay for the services received even if customers move out without notice or without a forwarding address. Deposits help keep the costs down for all customers. The Water District is a non-profit organization.
When do I get my security deposit back?
The District refunds meter deposits held for customers who have shown a satisfactory payment history. Satisfactory payment history is defined as no more than two (2) past due payment penalties over 18 consecutive months and no locks for non-payment during the same period. If satisfactory payment history has not been met and/or water is taken out of the customer's name before 18 months of history has been built, security deposits are automatically applied to your final bill as a credit. You will receive a final bill or a refund check. If you move to a new address within the Water District, a new deposit will be required.
Do you have budget billing?
At this time we do not offer budget billing. However, if you wish to pay and carry a credit balance on your account, we will reduce it monthly by the billed amount.
Can I change my billing date, meter read date or billing due date?
The billing date and due date are set out in the Water User’s Agreement and District Rules and Regulations and cannot be changed without Board approval. District personnel read water meters on a set schedule each month. In order to keep costs down, we cannot customize billing dates, billing due dates or meter reading dates.
Is sewer included on my bill? Can I pay my sewer bill to you?
No, sewer charges are not included on your monthly water. The Water District only bills and collects for the water services it provides
Do you have a night drop box so I can make payments after hours?
Yes, we do have a night drop box. Our night drop box is located on the west side of the building just past the drive up window.
Do I need a water softener in my home or business?
Water hardness and softness levels are individual preferences. You may find that you use less soap for washing with softened water. However, water that is too soft may be bad for your pipes or even your health. Hard water in turn uses more soap and can be hard on water using appliances. C.P.W.S.D. No. 1 water is typically in the moderately hard range as defined with an approximate hardness level of 12 to 17 grains.
