Billing Questions

How much time do I have to pay my bill after I receive it?I can't pay my bill by the due date. Can I get an extension?If my service is disconnected, how long does it take to get service back on after I pay?How do I get my water turned on if I'm a new customer?How do I get my service discontinued?Who do I call if I need to locate my water or sewer lines?Can I make a partial payment on a bill?Do you require a deposit for water service?Is there a fee for making a payment over the phone or CWW Web?How can I pay my bill?My water is off and I don't know why. What should I do?How can I find out the balance due on my account?Is there a charge to get someone to turn off my water temporarily?What do I do if I feel my bill is higher than normal?How often are meters read and bills mailed?Can I be billed at a flat rate?What services are we paying for on a monthly bill from CWW?What is CCF and how can I calculate my usage from CCF to gallons?What do I do if I did not receive a bill?Why is the garbage fee added to my bill?I have a sprinkler meter. Am I being charged a wastewater fee for the water I use through it?Do you have budget billing?How can I sign up for Bank Draft?I live on a private road; how can I get connected to CWW's water system?Can my meter be checked for leaks?Can I give a payment for my water bill to the meter reader or meter representative when he or she visits my home?Can CWW check my water pressure?My water has been turned off at the meter - can I turn it back on myself?Why does someone have to be home or at my business in order to get my water turned on?Are we still in the drought stage?When can I use water outside?
Q: How much time do I have to pay my bill after I receive it?
A: Please remember that your water bill is due when received. Prompt payment is critical to ensuring all customers can continue to receive the most cost-efficient service possible.
Q: I can't pay my bill by the due date. Can I get an extension?
A: Columbus Water Works recognizes that situations may arise that my make on-time payment of your bill difficult or impossible. A payment extension may be granted for the appropriate cause. A customer service representative must approve your request. To discuss this situation, please contact a Customer Service Representative at 706-649-3400. You may also request an extension using eTAP online or by phone at 706-649-3311.
Q: If my service is disconnected, how long does it take to get service back on after I pay?
A: Water service will be restored on the same day that service was disconnected for non-payment if the full payment is received and a customer service representative is notified by 2 p.m. If payment and customer service notification is received after 2 p.m., service will be restored on the next business day.  A responsible party must be present at the property when the water is turned on.

Q: How do I get my water turned on if I'm a new customer?
A: To establish new water and sewer service, you may call 706-649-3400 or come in person to our business office at 1421 Veterans Parkway and speak with a Customer Service Representative.
  • Please allow up to 24 hours for connection
  • If application is made by 2pm, same day service may be provided.
  • A deposit may not be required, however, a $30 connection fee will appear on your first bill.
  • Please note that a responsible party must be present at the property in order for service to be turned on or you must sign a waiver if no one will be present.
  • To protect the interior of your home or business from water damage, please check to make sure that all indoor faucets, including the connection to the icemaker for you refrigerator, are turned off before service is connected.

Q: How do I get my service discontinued?
A: If you are already a Columbus Water Works customer, and need to transfer your service to a new address within our service area, please call our office one working day (24 hours) prior to your move to arrange for a final water bill at your current address. Please remember to make arrangements for connections of the water service at your new address one working day prior to the day you will need water service. In most cases, you do not need to visit our office to transfer water service. A $30 transfer fee will be applied to your bill. If you are moving outside of our service area, please call our office one working day (24 hours) prior to your move to arrange to have service discontinued and to have a final water bill prepared for your current address.
Q: Who do I call if I need to locate my water or sewer lines?
A: CWW will locate our connections. The owner of the property must locate or hire a plumber to locate lines or connections on private property. Call before you dig at 1-800-282-7411 to locate all utility lines.
Q: Can I make a partial payment on a bill?
A: Minimum payments are accepted if the bill is not past due.
Q: Do you require a deposit for water service?
A: A deposit may not be required, however, a $30 connection fee will appear on your first bill.
Q: Is there a fee for making a payment over the phone or CWW Web?
A: There is not a charge from CWW to use this service. In the event that an electronic check is returned, an NSF fee of $30.00 and an electronic handling fee of $3.00 will be charged.
Q: How can I pay my bill?
A: There are multiple options for making a bill payment. Click here to find out more.
Q: My water is off and I don't know why. What should I do?
A: First, check to make sure your bill has been paid. Call a Customer Service representative at 706-649-3400.
Q: How can I find out the balance due on my account?
A: You can visit our eTAP online system by clicking here, or calling our eTAP phone service at 706-649-3311. You may also call a Customer Service Representative at 706-649-3400 during business hours.
Q: Is there a charge to get someone to turn off my water temporarily?
A: There is not a charge for a temporary disconnection.
Q: What do I do if I feel my bill is higher than normal?
A: If your monthly bill has a noticeable increase in consumption for which you can't account, you should:
  • Check your premises for leaks. Remember that you as the customer are responsible for all water passing through the water meter, so repairing leaks on your side of the meter will save you from paying for water you may not be using.
  • If you are unable to locate the cause of increased water usage, please call one of our Customer Service Representatives who can arrange for a service technician to visit and assist you in determining the source of the problem.
  • When the problem is identified, contact the plumber of your choice to have the repair made. Bring repair receipts to our Customer Service Department and an appropriate adjustment may be made to your account. Bill must include the following: date, repair location, and work performed to repair the leak.


Q: How often are meters read and bills mailed?
A: Previously, residential and commercial meters were read every other month.  The usage was then divided in two to determine the amount of water used; half of the water used was billed the first month and the remaining balance was billed the following month.  Beginning in April 2015, residential and commercial meters will be read every month. Each bill will reflect your current months water use.
Q: Can I be billed at a flat rate?
A: No. See Rates and Fees.
Q: What services are we paying for on a monthly bill from CWW?
A: Please click here to refer to the rates section for more information.
Q: What is CCF and how can I calculate my usage from CCF to gallons?
A: CCF = 100 cubic feet. To convert CCF into gallons, simply multiply the amount by 748.
Q: What do I do if I did not receive a bill?
A: Visit our eTAP online system by clicking here or by calling our eTAP phone service at (706) 649-3311. You will need your customer number. You may also call our customer service department at (706) 649-3400.
Q: Why is the garbage fee added to my bill?
A: Garbage collection services are provided by the Columbus Consolidated Government. The fee for garbage collection appears on your water and sewer bill because the Columbus Water Works serves as a billing agent and collects payments for garbage charges. If you have questions about your garbage service or need assistance, please contact the Columbus Consolidated Government directly at (706) 653-4000 or by visiting their website at www.columbusga.org.
Q: I have a sprinkler meter. Am I being charged a wastewater fee for the water I use through it?
A: Sprinkler meter usage is excluded from the wastewater fee, since this water is applied to the ground and does not go from the pipes in your home or business into the wastewater collection system for treatment.
Q: Do you have budget billing?
A: At the present time we do not have budget billing.
Q: How can I sign up for Bank Draft?
A: An automatic bank draft payment plan can be established simply by picking up a form at our main office or clicking here to sign up online. Once you've completed the form, drop it off with a Customer Service Representative or return it with your regular payment. It takes approximately six weeks to process the request, verify banking information, and establish bank draft service. Once it is in place, you will continue to receive your monthly statement, which will read "Bank Draft. Do not pay." Until this notice appears, you will need to continue to pay your bill as you normally would. You can end the service at any time by simply speaking to one of our customer service representatives and filling out a termination bank draft form.
Q: I live on a private road; how can I get connected to CWW's water system?
A: Contact the CWW Engineering Department at 706-649-3400.
Q: Can my meter be checked for leaks?
A: If you believe you have a leak at the meter, and have checked but have not located it, you may contact a CWW Customer Service Representative who can arrange for a service technician to visit and assist you in determining the source of the problem.
Q: Can I give a payment for my water bill to the meter reader or meter representative when he or she visits my home?
A: No. Meter readers are not equipped to accept payment. For a full list of payment options, click here.
Q: Can CWW check my water pressure?
A: Yes. Please call our customer service office at (706) 649-3400 to arrange for a service technician to visit your home to determine any pressure problems.
Q: My water has been turned off at the meter - can I turn it back on myself?
A: No. When the water is turned on, a CWW service technician must get an accurate meter reading to establish the baseline for future billing. Also, meters are the property of CWW, so tampering with this equipment is strictly prohibited to ensure meters function properly and customers are billed accurately.
Q: Why does someone have to be home or at my business in order to get my water turned on?
A: It's important that someone be at the location when CWW turns on the water to make sure it is flowing from the taps properly, and to ensure that no faucets or ice maker lines are accidentally left open which can cause water damage.
Q: Are we still in the drought stage?
A: The Georgia Water Stewardship Act went into effect June 2, 2010. It allows daily outdoor watering for purposes of planting, growing, managing, or maintaining ground cover, trees, shrubs, or other plants only between the hours of 4 p.m. and 10 a.m. by anyone whose water is supplied by a water system permitted by the Environmental Protection Division. For more information click here.
Q: When can I use water outside?
A: Click here to see the schedule for outdoor watering.