UTILITY MERGER QUESTION & ANSWER
WHEN IS THE FIRST BILL SENT FROM CARY?
Beginning April 15, bills will come from Cary.
WILL MY BILL DATE REMAIN THE SAME (15TH OR 30TH IN MORRISVILLE)?
Cary will continue to bill Morrisville customers for an interim period on a schedule similar to Morrisville’s current practice. Cary will bill on the 15th and 30th of each month unless those dates fall on a weekend; then the billing date will be the closest working day to those dates.
WHAT ARE MY PAYMENT OPTIONS?
Cary offers several options for paying your utility bill every month:
Online Payment: Cary’s Utility Billing Online service allows you to pay your bill via the computer. You can also track your water usage over time. Call (919) 469-4050 for information on using this service.
Bank draft: Bank draft service automatically deducts the amount of your utility bill on the due date each month from your checking or savings account.
By telephone, mail or in person:
- Cash is accepted at the Cary Finance Department window at Cary Town Hall only.
- Checks are accepted at the Finance window, at three drop box locations (Morrisville Town Hall, Cary Town Hall, and Bond Park Senior Center in Cary) and by mail.
- Credit and debit cards are accepted in the office, by mail on the back of the stub, over the phone and online.
IF I AM ON BANK DRAFT, WILL MY DRAFT DATE BE THE SAME (15TH OR 30TH IN MORRISVILLE)?
Your draft date will be the actual due date indicated on your bill. The due date is 25 days from your bill date.
HOW DO I SIGN UP FOR BANK DRAFT WITH THE TOWN OF CARY?
To sign up for bank draft, you must fill out a bank authorization form and submit it – along with a voided check or deposit slip - to the Cary Finance Department. Print a form from our Web site or call Cary Finance Department Utility Accounts at (919) 469-4050 to have a form mailed to you. You can also stop by Cary Town Hall Monday through Friday, 8 a.m. to 5 p.m., and fill out a form.
DOES CARY MAKE PAYMENT ARRANGEMENTS?
Yes; these are made on a case-by-case basis with the Cary Finance Department. Call (919) 462-3849 for more information.
WHAT HAPPENS TO MY DEPOSIT?
It will be transferred to the Town of Cary. After 12 months of good credit with the Cary Finance Department, you can request the deposit be returned to you. Cary will take into account the period of good credit established with Morrisville. No interest is paid on deposits.
WHAT IS THE CUTOFF POLICY? ARE THERE ANY CHARGES?
Cary waives the first eligible disconnection in 12 months, but after that, the policy allows for disconnection 10 days beyond the due date. Your account will incur a non-payment fee.
WHAT IS THE LATE FEE?
The late fee is 1 percent, with a minimum $5.00. One late fee per calendar year is waived.
HOW DO I DISPUTE A BILL?
Call the Cary Finance Department Utility Accounts at (919) 469-4050.
WHAT IS THE RETURNED CHECK/BANK DRAFT POLICY?
Maximum amount allowed by state law (currently $25.00).
WHAT ARE THE MORRISVILLE WATER AND SEWER RATES (COMMERCIAL, RESIDENTIAL, MULTI-FAMILY)?
Through June 30, 2006, current water and sewer base rates and consumptive rates will remain in effect; new rates for the fiscal year beginning July 1, 2006 may be established with the Town of Cary budget. See the current Morrisville rates.
WHAT ARE THE RATES FOR RESIDENTS OUTSIDE OF MORRISVILLE LIMITS?
Triple the Morrisville rates for both volume and base (administrative) charges.
ARE THE RATES GRANDFATHERED FOR THE RESIDENTS WHO DO NOT HAVE METERED SEWER AND ONLY PAY ONE CHARGE EVERY MONTH FOR SEWER?
Cary meters well water and bills sewer-only customers based on water consumption for similar situations in Cary. For transferring Morrisville customers, Cary will arrange for installation of these meters on wells.
HOW DO I CONTACT CUSTOMER SERVICE?
Call (919) 469-4050 or visit the Cary Finance Department office at Cary Town Hall at 316 N. Academy St. Town of Cary offices are open 8 a.m.–5 p.m., Monday through Friday.
WHAT IF I NEED EMERGENCY SERVICE?
For emergency service (sewer stoppage, water line break), Cary and Morrisville customers should call (919) 469-4090 during normal working hours (8 a.m.-5 p.m.) and (919) 469-4012 after 5 p.m. on weekdays and on weekends and holidays.
WHO DO I CONTACT FOR A WATER LEAK?
For help to identify the existence of a leak or for a turn-off to manage the leak, call the Public Works Department at (919) 469-4090. For adjustment to an account, call Utility Accounts at (919) 469-4050. For emergency service, call (919) 469-4090.
HOW DO I SIGN UP FOR SERVICE?
Call Cary Finance Department Utility Accounts at (919) 469-4050 or stop by the Finance service window at Cary Town Hall.
HOW WILL THE PROCESS WORK FOR APARTMENT COMPLEXES?
If an Apartment Complex has individual meters for each residential unit, occupants will be required to establish water service individually with the Town of Cary just like any other residential customer. Where a Landlord Agreement is in effect for an Apartment Complex, when a resident moves out, the service account reverts to the landlord automatically, and a transfer fee will be charged. If an Apartment Complex has a master meter, the apartment renter and the apartment owner will not have to take any action for the service to an individual unit.
HOW DO I GET A METER INSTALLED FOR A BRAND NEW PROPERTY NOW THAT CARY IS BILLING FOR WATER?
New properties must have all needed permits and pay all related fees to the Town of Cary Inspections and Permits Department prior to applying for service. To have a meter set, you must call the Town of Cary Public Works and Utilities Department at (919) 469-4090.
WHAT FEES WILL NEW CONSTRUCTION PAY TO CARY AND WHAT FEES WILL THEY PAY TO MORRISVILLE?
With respect to the water and sewer utility system, all fees and charges will be paid to the Town of Cary. All other construction-related fees and charges will be paid to Town of Morrisville.
HOW WILL MORRISVILLE/CARY KNOW THAT ALL FEES HAVE BEEN PAID TO INSTALL A METER?
All fees for the installation of a meter will be paid to the Town of Cary Inspections and Permits Department. Morrisville will then be notified of each address at which a new meter is to be installed by Cary.
WHAT ARE THE COSTS AND WHAT IS THE PROCESS TO HAVE AN IRRIGATION METER INSTALLED NOW THAT CARY BILLS FOR WATER?
Applications for service will be made to the Town of Cary Inspections and Permits Department. Irrigation meter accounts will be calculated on a case-by-case basis. When the customer is ready for installation of the meter, they must call the Town of Cary Public Works and Utilities Department.
HOW DOES A CONTRACTOR OBTAIN A PERMIT?
Building permits (plumbing, electrical, mechanical, etc.) are obtained through the Town of Morrisville Inspections Department.
HOW CAN THE TOWN OF MORRISVILLE ENSURE THAT ANYONE WORKING IN MORRISVILLE LIMITS, WHETHER IT BE FOR FIXING THE WATER LINES OR CONSTRUCTION, HAVE OBTAINED A TOWN OF MORRISVILLE PRIVILEGE LICENSE?
Cary and Morrisville will coordinate to ensure that contractors hired to perform work on the water and sewer system in Morrisville have obtained appropriate municipal privilege licenses.
WHAT ARE THE WATER RESTRICTIONS?
At present, the Town of Morrisville watering restrictions are essentially the same as Cary’s watering restrictions.
HOW DO I START TRASH SERVICE?
Call Morrisville Public Works at (919) 463-7120. The water and sewer utility merger does not include the provision of solid waste services.