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Frequently Asked Questions

All questions

If you don't find what you are looking for please contact us.

If for some reason I don't have internet access, can I still pay with my credit card?

Yes.We have an automated interactive phone system available 24 hours a day for Visa and Mastercard payments. Please have a copy of your bill available and call 541-982-4048. The computerized system will walk you through the payment process. Of course, you can always call our business office during business hours at 541-267-3128 and a Customer Service Representative will be happy to help you with your payment.

Can I make an online payment on my account without registering?

Yes, you can make a one time quick payment on your account. Please click here for instructions.   

I had a water leak recently and received a high bill. Can my bill be reduced?

We may be able to help. Water leaks on the customer side of the meter due to broken pipes or a malfunctioning toilet (silent leak) may qualify for a bill adjustment. Please click on the "Water Conservation" tab, then go to 'Request for Billing Adjustment' for details, or contact our office.

Do you estimate my monthly water usage?

We may, but only if absolutely necessary. Occasionally, a meter is physically inaccessible to our Meter Readers due to a parked vehicle, debris covering the meter box, etc. In these instances an estimated reading may be used. Estimates are calculated based upon previous usage history and are individually reviewed and authorized by Supervisory staff.

How often do you read my water meter?

There are nearly 13,500 meters in our system and all must be read every month. Our Meter Readers cover nearly 100 square miles of territory, physically reading each meter approximately every 30 days. This can be a daunting task at times, especially in the Winter months.

What do I do if my water is discolored?

Your Tap Water Appears Brown, Red, Orange, or Yellow in Color

Brown, red, orange, or yellow water is caused by rust in the water. The different colors can be attributed to varying chemical oxidation states of the iron (rust) and by varying concentrations of the rust in the water. There are two major sources that can cause water to be rusty: 1) the Water Board's water mains or 2) the water pipes in your house, apartment, or business.

The Water Board's annual flushing program normally removes any sediment accumulated in the mains serving the majority of our customers. However, in areas of low flow where aging pipes contribute rust and sediment, discoloration of the water can occur.

If an unusual flow of water through the main occurs, this sediment can become disturbed and temporarily suspended in the water causing a brown, red, orange, or yellow color. Unusual water flows are commonly caused by a broken water main, the Water Board repairing/replacing a water main, a fire hydrant being knocked off its base due to an automobile accident, or by someone operating a fire hydrant nearby. This type of disturbance usually lasts for approximately two to four hours after which time the sediment will settle out and the water will clear. This discolored water is not a health threat. If you, your child, or your pet happen to drink some of the discolored water, it will not make you sick. As the rust can stain clothing, it is best to wait several hours for the water to clear before doing any laundry. Also, do not use any hot water as you may draw this rusty water into your hot water tank, which may have to be flushed out later. If you were doing laundry when the water became discolored, rewash the laundry later when the water clears. Use a rust stain remover or regular detergent. DO NOT USE CHLORINE BLEACH. Chlorine reacts with iron and can form a permanent stain.

The major cause of brown, red, orange, or yellow water is rusty water pipes in your house, apartment, or business. There are two commonly used water pipes - copper and galvanized steel. Copper pipes are usually considered to be better because they last longer and generally do not significantly affect water quality as they age. They are also more expensive than galvanized steel pipes, so the steel pipe is still often used. On average, galvanized steel pipes will last about 20 years before showing signs of corrosion (rusting). Well-made galvanized pipe can last as long as 40 years, while poorly made pipe can show signs of corroding in just a few years. If old, rusty pipes are discoloring your water, the only permanent solution is to replace them. Replacing only some of the pipes can improve the problem, or it can actually make it worse. If some of the old steel pipes are replaced with new copper pipes and the two different metals are connected directly together, the copper can cause the steel to rust even more than before the replacement. This process can be stopped with the use of proper dielectric coupling between the two dissimilar pipes. Consult an experienced seller of plumbing materials or an experienced plumber. Water that is being discolored by rusty pipes is not a health hazard, however, it is an indication that pipes are corroding and they can eventually begin leaking.

The first step in solving a brown or yellow water problem is to determine its origin - if the problem is coming from your home/business's plumbing at some point after the water meter or if it is coming from the Water Board's distribution system.

The following are some common indications that the problem is coming from the Water Board's distribution system:

  • The water was clear earlier but suddenly became discolored.
  • Only the cold water is discolored.
  • The water is discolored at all of the water faucets on the property and does not clear or improve after the water has been run for several minutes.

Some common indications that the problem is coming from the customer's plumbing include:

  • The water is discolored every morning or when first used after several hours of disuse.
  • The water clears after it has run for a few minutes.
  • The discoloration is only at one or several faucets, but not all of them.
  • The discoloration is only in the hot water.

If you are still not sure if the discolored water is due to your plumbing or if it's coming from the Water Board's water mains, do the following:

  • When you notice the water is discolored, turn off the faucet.
  • Immediately take a clean glass or a white bowl and go to the water faucet (hose bib) at the front of your house, apartment, or business. This faucet is usually near the main water shut-off valve for the property.
  • Turn the water on wide-open and run it for a full two minutes. Check your watch - two minutes is a long time.
  • After two minutes, fill the glass or bowl with water.

If the water is clear at the front faucet, your plumbing is likely the culprit. If the problem becomes chronic and the water supply at the front is always clear, you should consult a plumber.

If the water at the front tap is discolored after running for two minutes, the problem is likely coming from the Water Board's distribution system. If the water does not clear within five minutes, contact the Water Board at 267-3128. If you call after hours, please leave a message that includes your name, address, telephone number, and a brief description of your problem or request. We will return your call at the earliest opportunity.

How can I clean my water heater?

How To Flush a Hot Water Heater

Hot water heaters should be flushed at least once a year - twice a year is even better - to control the build-up of mineral deposits. This will help the hot water heater operate more efficiently and will usually extend its life. The hot water heater will also need to be flushed if the hot water becomes a yellow or brownish color due to an accumulation of rust or if you find sand-like mineral sediment in the hot water. The procedure for flushing your hot water heater is outlined in the following steps. NOTE: It is not necessary to shut off the power nor the water supply to the hot water heater.

  1. Attach a garden hose to the draincock located at the bottom of the heater. The draincock usually looks like a regular hose bib (garden faucet) or a round dial with a threaded hole in the middle.
  2. Extend the garden hose to a place where the water can safely exit the heater (e.g. a drain, a driveway, etc.).
  3. Open the draincock to allow the water to exit the heater. Caution: The water leaving the heater will be hot and under normal household water pressure. Also note that if the draincock is made of plastic and the heater is several years old, it may be difficult to open and may break easily if forced.
  4. After five minutes of flushing, fill a bucket with the still-flushing water.
  5. Allow the water in the bucket to stand undisturbed for a minute and see if the water is clear or if any sand-like material settles to the bottom. If the water is clear and no sand-like material is observed, go on to step 6. If the water is discolored and/or sand-like material is observed at the bottom of the bucket, repeat steps 4 and 5 until the flushed water is completely clear and free of sediment.
  6. Close the draincock and remove the garden hose.

If you do not feel comfortable doing this work yourself, hire a licensed plumber to do it for you.

Providing a Reliable, and Quality Service For the Present and Future Needs of our Communities