Policies and Procedures
Discontinue Service Policy
It is the policy of NEAW that the customer is responsible for payment of service and other authorized charges.
The following are reasons for discontinuance of service:
- Non-payment of bill or other charges.
- Failure to comply with utility rules, regulations or policies.
- Any threat to public health on customer premises.
- Tampering with utility equipment or stealing service.
Service cut-offs for non-payment of bills will begin anytime after the past due date. A courtesy call will be issued to customers prior to disconnecting service.
Utility bills are recurring charges. Failure by the customer to receive a bill will not entitle the customer to be relieved of payment. The customer shall pay all costs associated with the handling of the discontinuance of service and/or any reconnection. Discontinuance of service shall not release the customer from liability of payment for service already received. The NEAW shall not be liable for any loss or damage resulting from discontinuance of service.
Service will be reinstated upon payment of the bill and associated fees within the scheduled work hours of service personnel performing the reinstatement service.
NEAW shall have the right to refuse service to an applicant or to any member of an applicant's household whenever such person is delinquent on any payment to the utility or had his service discontinued because of violation of the regulations or policies of the NEAW.
When disconnecting service, account holder must verify information. If account holder is unable to verify, appropriate documentation will be needed prior to disconnect.
There will be a $25.00 fee for each re-read of a customer's meter where NEAW is not at fault.
A charge will not be assessed if NEAW initial reading was in error.
How to Read Your Meter
If you have a leak your water and sewer bill will be higher than normal. Follow these simple steps to determine if you have a leak in your water or lawn sprinkler lines:
- Step 1
Turn off all water faucets, showers and water using appliances such as a washing machine or dish washer.
- Step 2
Locate your Water Meter Box with either a rectangular or round lid. Most Meter Boxes will be located on the front of your property close to the road. Remove the lid carefully to prevent any injury.
- Step 3
Look at your Water Meter to locate the leak detector. Most meters will have a red wheel, blue disk or black triangle called a leak detector. This detector will spin with the slightest amount of leak in your system. The large hand is used to read each Gallon that is used through the meter.
- Step 4
If the larger hand is moving it will be easy to notice a leak. However, the leak detector can be used when there is the slightest amount of water leaking in your system. Watch the leak detector to determine if any water is going through the Meter.
- Results Scenario 1
If all water faucets, showers and water using appliances are off and the large hand or leak detector is spinning, water is going through the meter. Most likely there is a leak in your service line or a faulty faucet or toilet flapper valve. Seek assistance from a local plumber or Home Improvement Store.
- Results Scenario 2
If neither the leak detector nor large hand is spinning there could still possibly be a leak. Write down the reading on the meter with all visible numbers not including the fixed zero at the end. The fixed zero is actually the number that the large hand is pointing closest to. Leave all water off for a few hours and then read the meter again. If the numbers are different or the large hand has moved water is going through the Meter. Seek assistance from a local plumber or Home Improvement Store.
Notice the reading Before and the reading After have changed. This indicates a leak in your water system.
- Results Scenario 3
If neither the leak detector nor the large hand is spinning after the water is off for a few hours and the readings are the same, then you may not have a leak. It is possible more water was used than you realize or the Meter may have been misread. Please Call N.E.A.W. for assistance if you think the Meter was misread.
If you have any questions or need assistance please call N.E.A.W. at 256-845-6186.