Account Adjustment Following a Leak

Leaks happen. While you are responsible for promptly discovering leaks, we know you often have no control over them. We want to encourage you to make prompt, permanent repairs. We also understand there can be unusual circumstances and repair expenses. So, sometimes we can issue a credit adjustment to your account if you’ve experienced the loss of metered water.

 

To make an adjustment, we will need the following information:

  • When the leak was discovered
  • Who made repairs, where and when
  • A copy of the plumber’s bill, or receipts for materials purchased if you made the repairs.

The amount of the bill adjustment depends in part on whether the water from the leak returned to the sanitary wastewater system or leaked elsewhere on your property.

 

Here are adjustments for situations where the lost water returned to the wastewater system:

 

For wastewater service, 50% of the amount exceeding the previous 12 months’ average monthly bill, excluding the time of excessive water use for which an adjustment is requested. Situations where lost water returns to the wastewater system may include malfunctioning toilets and leaking indoor faucets.

 

For non-irrigation water service, we may adjust charges for water use over the customer’s previous 12 months’ average billings for water, excluding the time of excessive consumption for which the adjustment is requested, down to our lowest retail rate. Please see additional information below regarding potential adjustments related to irrigation leaks.

 

If you pay seasonal water rates, the adjustment will be based on a comparison to the corresponding time from the immediately preceding year.

 

And here are adjustments for situations where the lost water did not return to the wastewater system:

 

For wastewater service, we may adjust the customer’s account by 100% of the amount exceeding the previous 12 months’ average monthly bill, excluding the time of excessive water use for which an adjustment is requested.

 

For non-irrigation water service, we may adjust charges for water use over the customer’s previous 12 months’ average billings for water, excluding the time of excessive consumption for which the adjustment is requested, down to our lowest retail rate.

 

If you pay seasonal water rates, the adjustment will be based on a comparison to the corresponding time from the immediately preceding year.

 

Situations where lost water does not return to the wastewater system may include:

  • Irrigation leaks
  • Leaks that occur underground or in walls
  • Leaks in outdoor spigots
  • Faulty water heaters or pressure-reducing valves

 

For Irrigation System Leaks:

For leaks resulting from any portion or component of an irrigation system, we may adjust charges for water use that is in excess of the customer’s previous 24-month period’s highest billing for water down to our irrigation commodity rate, if that results in a lower water charge. Additionally, the adjustment may include 100% of the amount in excess of the customer’s previous 24-month period’s highest billing for wastewater. No adjustment shall be made that reduces a customer’s bill to an amount less than the customer’s previous 24-month period’s highest use month.

 

Leak Detection with Agua Vista

Our advanced Agua Vista meter technology enables us to more quickly detect and notify customers of both irregularly high water consumption and low-flow, continuous consumption. We do not charge for the Agua Vista notification service; however, customers will be responsible for making sure we have the most accurate contact information. Without accurate contact information, you will not be eligible for leak notification or emergency water loss adjustments. We strongly encourage you to register and complete survey data in order to provide us with your water-use habits for the most accurate leak notifications.

 

Please Note:

We limit the adjustment period for leaks in readily visible fixtures to one month’s billings. We do not make adjustments within one year of completion of new construction; we recommend that you contact the builder. Accounts may be adjusted due to leaks only once every three years.

 

Emergency water loss adjustments will cover water lost from when the leak began to when it is repaired, but will not exceed seven days from the date of the first successful notification.

If you choose the manual-read option with the new meters, you will not be eligible for water loss adjustments. The new water-loss adjustment policy of seven days from the date of notification will apply.

 

If you completely refill your pool, you qualify for an adjustment to your wastewater charges once in a 12-month period.

OWASA may make discretionary determinations as to the applicability of the policy in circumstances involving abnormal water use or loss.