Questions regarding January 2014 water billing issue:

Other FAQs:


 

What happened?
Some software on the computer we use to read meters had to be reinstalled. During the reinstallation, data we had collected from one day of our meter readings was lost. Only about 4,000 customers are affected. It is important to note that affected customers’ meters were read correctly and no data was ever compromised or erroneous. The issue is limited to a computer/software crash, and the City of Cedar Park is working to ensure that it does not happen again.

How do I know if I am affected?
Less than one-fifth of our customers are affected. Look at the water reading dates on your January utility bill. If it reflects a period of 40 days, you are affected. If it does not reflect more than 30 days, you are not affected by this issue. A note appears on the bill of the affected customers.

Why does my bill reflect a 40-day reading instead of just one month?
It means that your bill for this month could be slightly higher but your bill for next month could be slightly lower, depending on your usage. What this means is this month's water bill may be a little higher than your normal bill for this time of year, but depending on your usage, next month’s will be likely be lower.

The reason we are billing affected customers for 40 days is that the only way for us to accurately bill them was to re-read their meters. We did this as soon as possible rather than wait for the next billing cycle, which prevented them from being billed for two full months of usage at one time. For this reason, some current bills will reflect a 40-day period instead of the standard period of about 30 days. This means that the next billing cycle for affected customers will be shorter: about 20 days. The March billing cycle for these affected customers will return to the normal billing cycle of about 30 days.

Is my trash/recycling and wastewater billing also affected?
For residential customers, if you are affected by the meter reading issue, you are being billed for a 40-day period only for water usage. All other utilities reflected on your utility bill are for the usual 30-day period. However, for commercial accounts, wastewater is calculated based upon actual usage so the commercial wastewater charge will also reflect a 40-day usage. Depending on usage, commercial customers will likely see a decrease in their wastewater usage, as the billing period will be of a shorter, 20-day usage period. Trash and recycling pickup are calculated on the usual 30-day billing period for both residential and commercial customers.

How will this affect my winter wastewater averaging?
Winter wastewater averaging for residential customers will not be affected, since the annual wastewater rates are calculated over a three month span of December through February. So same number of days will be included in the total average and the calculation therefore does not change. This does not apply to commercial accounts, as commercial wastewater is calculated based upon actual usage.

What if I can’t afford this difference on my bill?
If you are affected by this issue and cannot afford the difference on your bill, please call our Utility Billing Office at 512-401-5300 and ask if you qualify for an extension. And remember that next month’s bill will reflect a shorter billing cycle, which, depending on usage will likely mean a lower bill for you.

What do I need to do to start water service?
The City of Cedar Park requires a signed application with state issued photo identification and a $100 refundable deposit. The deposit can be lowered to $50 if an acceptable letter of credit from another utility, such as gas, water or electric, in which there was 12 consecutive months in your name, is received.

How do I stop service?
Either submit a signed disconnect form or a letter stating where and when services are no longer needed. You must also provide a forwarding address.

How much notice do I need to give before starting/stopping services?
The City of Cedar Park requires a minimum of 24 hours notice. Please give ample notice for holiday and weekends, as are days of operation are Monday – Friday from 8:00am – 5:00pm, excluding holidays.

Who do I contact for garbage services?
Residents that live within the City limits and Twin Creeks are serviced by Cedar Park Disposal and billed through your utility bill. The City will contact Cedar Park Disposal for starting and stopping any services. If your residence is outside the City’s limits, you can contact anyone of the following providers:

 

 

Cedar Park Disposal 512-401-5678
IESI 512-282-3508
Longhorn Disposal 512-272-4341
BFI 512-247-5647
Al Clawson 512-259-1709

 

Who do I call if my garbage was not collected?
Contact your garbage provider. Numbers are listed above.

How is my sewer calculated?
Sewer rate is based on a 3-month consumption period. Once a year the City re-averages the winter months of December, January, and February to calculate the sewer charge for the year for a residence. Any resident can request in writing, once a year, to have their sewer re-averaged using 3 different consecutive months within the current year.

What do I do if I have a leak?
If there is a leak on your property, please call a professional plumber to locate and correct the problem. If the leak was under the ground, behind the wall, or under a slab you may be eligible for a leak credit. You must submit in writing where you had the leak and copy of the plumber’s invoice within 6 months of the repair date.
If you notice a leak that is not on your property, please call the Service Center at 512-401-5550.

When is my deposit refunded?
Once a final bill is produced, the deposit is automatically applied to any balance on the account. Any balance left will be forwarded to the new address. Please allow 2-4 weeks for refund checks.

How can I pay my bill?
Payment can be mailed directly to the Utility Billing Department at the following address:

City of Cedar Park
450 Cypress Creek Road, Building 2
Cedar Park, TX 78613

Payments may be made online by clicking here.

Payments are accepted directly at the offices. We also have an automatic payment kiosk, located in the parking lot across from Buildings 2 and 3 at City Hall Campus, 450 Cypress Creek Road, where payments may be made at any time. You can also leave payments in the overnight drop box located right next to the automatic payment kiosk across the parking lot from Buildings 2 and 3 at City Hall Campus at 450 Cypress Creek Road. Payments left after hours are posted the next business day.

MasterCard and Visa payments can be made in person, at the payment kiosk, over the phone, or filled out on the remittance stub and mailed back to our offices.

Direct draft from a checking or savings account is available. An authorization form must be completed and returned with a voided check or deposit slip depending on which account is drafted. The form can be obtained at the City Hall office or on the website by clicking here.

 

Last updated: 2/12/2014 2:14:52 PM