UTILITY BILLING FREQUENTLY ASKED QUESTIONS

How do I obtain utility service?

To set up or terminate water, sewer and garbage service, call Customer Service in the Finance Department at (919) 469-4050. The Town requires that new customers either make a deposit or submit a letter of credit from any previous utility company showing 12 months of good payment history. Fax the letter of credit to (919) 469-4306 or mail it to PO Box 8049, Cary, NC 27512-8049.

New accounts will be billed a one-time service charge of $15 in addition to base and usage charges. (An additional $15 new account service charge applies to customers with irrigation meters.)

For problems with the water or sewer system, call (919) 469-4090.

How much water does the average customer use?

Average usage is approximately 2,500 gallons per month per person.

When is my utility bill due?

The current charges due are payable upon receipt of the bill. Current charges are considered delinquent after the due date. Questions regarding billed charges for service, or payments, should be directed to the Customer Accounting Division of the Finance Department at (919) 469-4050. Inquiries for late penalties or nonpayment charges should be directed to the Collections Division at (919) 469-4052.

What if I can't pay my bill by the due date?

If the amount due for current charges is not paid by the due date, the account will be subject to a 1 percent late penalty (minimum charge $5). All customers will be waived one late payment penalty per calendar year. Waived late penalties will not appear on a bill, so any billed late penalties must be paid.

If you cannot pay the full amount by the due date, it may be possible to arrange installment payments by contacting a collection representative at (919) 462-3849. or (919) 319-4552.

If I can't pay my bill, will you disconnect my service?

Services are subject to disconnection for nonpayment 10 days beyond the due date. Reconnection requires payment of the full amount due, including late penalties and nonpayment charges.

Please send questions about charges or payments to Customer Service at (919) 469-4050. Inquiries regarding late penalties or nonpayment charges should go to Collections at (919) 469-4052.