We’re here for you.

Frequently Asked Questions

Billing and Customer Service

  • What do I need to do to establish service?

    To establish your water and sewer service, you can call us or come by our offices at 8763 Hospital Drive (bring your driver’s license, daytime phone number).
    We require 24 hours’ notice for new service and cannot establish service on weekends. You will need to turn off all faucets in your home or need to be present when service is connected to avoid potential water damage. Please be advised that the Authority is not responsible for damage caused by the initiation of service requested by a customer. If you don’t apply for service in person, we ask that you send in the form from our website packet along with your deposit a few days before service is to begin.
    Residential customers will also be required to make a $50.00 deposit for water service and a $75.00 deposit for sewer service, if the location is served with sewer. If you are unsure if your location is on sewer, please contact our customer service department at (770) 920-3823 to assist you. These deposits are required to protect the majority of WSA customers who pay their bill in full each month. Without deposits, the money owed by customers who leave the system without paying would have to be paid by you through increased water/sewer rates. The deposit remains on the account until the account is terminated.
    Commercial customers would need to contact our Customer Service Department to verify deposit amount.

  • What do I need to do to terminate my service?

    When you need to discontinue service, contact the Customer Service Department at (770) 920-3823 at least 24 hours, or one business day, before disconnection date. Be sure to give the Authority a forwarding address so we can mail any refund to you.

  • Is sanitation service available?

    Sanitation service (or trash pick-up) for residents located within the city limits of the City of Douglasville and the City of Villa Rica is provided by the resident’s respective City. The Authority provides billing services only for sanitation for the residents located within the city limits of Douglasville and the city limits of Villa Rica. Please call 770-920-3005 for information about the City of Douglasville’s sanitation service. For information about the City of Villa Rica’s sanitation service, please call 678-785-1000.

  • How often will I receive a bill?

    The Authority will mail you a bill each month for the previous month’s service. However, failure to receive a bill does not relieve the customer’s obligation to pay the bill. If you do not receive a bill, please contact our customer service department at (770) 920-3823 and we will be happy to assist you.

  • What is the policy for turning water off for nonpayment?

    It is the responsibility of every customer to pay their bill in full and on time, however, from time to time customers may find themselves in a financial pinch and be unable to pay their bill. The Authority encourages customers to call us before the bill is past due to make short-term payment arrangements. If the customer does not contact the Authority and does not pay the bill on time, the customer is subject to a possible service interruption or termination of service.
    If service is disconnected due to non-payment, the customer will have to pay the entire past due amount to have water restored, and a $50.00 delinquency processing fee will be added to the next billing statement. Once payment has been received, please be aware that it could take up to 24-hours for service to be restored. If there is a history of delinquencies on the account, the customer may be requested to pay an upgraded deposit.
    The Authority can terminate water service if payment has not been received by the due date of any bill that includes an unpaid past due balance from previous months. This strict lock-off policy protects responsible customers like you from being burdened with the costs of negligent customers.

  • Will I be notified if I am being considered for disconnection due to nonpayment?

    No. However, the Authority does print a warning message on all past-due bills that indicates that the customer could have service disconnected for past-due charges.

  • Why do I not have water when I have paid my bill?

    This could be for one of several reasons. Occasionally, when a new water line is being installed or an existing water line is being upgraded, the construction will affect adjacent areas with water pressure problems or no water while the work is being performed.
    From time to time, service lines and main lines break causing leaks which need emergency repair and involve shutting the water off. When these instances occur, it is the responsibility of the Authority to repair these lines as quickly as possible and the Authority may be unable to notify adjacent customers. The Authority may impact one customer or several customers while making the repair. Please be assured that water service will be restored as quickly as possible.
    When the construction division and/or engineering department is aware that construction could affect adjacent streets, efforts will be made to contact the customers with door hangers, letters, etc.

  • Does the Authority offer a payment plan?

    All payments are required to be made by the due date printed on the bill. However, in some cases where the customer has had a leak or is behind on their bills, payment plans can be offered to assist the customer in bringing their account current without having their water disconnected. Extended payment arrangements for past-due amounts owed for water and/or sewer service may be made under the following guidelines:
    Regardless of occupancy, all payment arrangements must be in writing, with written approval of the Executive Director or authorized designee. The payment arrangement shall contain a notice that failure to comply with the payment arrangement may subject the account to water turnoff at the premises. Only one request for extended payment arrangements may be made in a twelve-month calendar period by the same customer and/or same location. No more than two short-term (less than 30 days) payment arrangements may be made in a twelve-month calendar period by the same customer and/or the same location. This short-term arrangement will be so noted on the customer’s account and will only be granted if the customer has honored the previous payment arrangements that have been made.
    Water service may be discontinued without notice and payment in full is due in order to restore water service for failure to keep arrangements made.

  • What is the policy for returned checks or bank drafts?

    Customers who have a check or a draft returned for insufficient funds will be charged a $30.00 NSF Fee.  Customers with a history of two or more NSF checks or drafts will be placed on a cash or card only basis.  Once placed on a cash or card only basis, the customer will be required to pay only with cash, card, cashier’s check, or money order.  The customer will remain as a cash or card only customer for up to a 12-month period of time following the incident.

  • What if my account has been sent to a collection agency?

    Once an account has been terminated and a final bill generated, if the bill is not paid within 90 days it will then be turned over to a collection agency. Once the account has been turned over to the collection agency, a collection fee not-to-exceed 35% of the total amount due will be added to the balance owed. If a customer applies for new service they must first satisfy the bill sent to the collection agency.

Online Payments

  • What is Invoice Cloud?

    Invoice Cloud is a web-based, electronic invoice (or statement) presentment and payment company that we have partnered with to provide faster, more convenient billing services to our customers. By automating billing and collections, customers can click and pay online at their convenience, while helping the environment and possibly reducing clutter in their home or workspace.

  • Are my credit/debit card and checking account information safe when I pay online?

    Absolutely. Invoice Cloud will safely store all of your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating (abbreviating) account numbers so that even the Authority does not see your complete account information. Is my information secure? Invoice Cloud uses the highest standards in Internet security. Account information displayed within the customer and website portals is truncated to protect confidential data. Any information retained is not shared with third parties.

  • What is PCI Compliance and why is it so important?

    PCI stands for Payment Card Industry, and compliance with the industry standards is a requirement for those that accept the major credit cards and for software providers who have applications which involve the transmission and/or storage of credit card information. If breaches are found on systems that are not PCI compliant, the major credit card companies have the ability to levy significant fines on the offending parties.

  • Who has access to my account?

    You and the Authority’s authorized staff. No one will have access to your financial information as all check routing numbers and credit card numbers are truncated, so you never have to worry about security. As a security precaution, we don’t even show your full financial information back to you.

  • Do I have to enter an email address to make a payment?

    Yes, an email address is required for payment confirmation. A payment receipt is sent via email.

  • Do I need to register to pay a bill?

    You may need to register to receive electronic bills by email, but registration is not required for One-Time Payments. One-Time Payments require that you enter your payment information each time you make a payment. By registering, you avoid that step and gain access to your payment history.

  • How do I find my account number to login?

    Once you have registered, you will need only your email address and password to log in. To login the first time you use the system, you will need your account number from your billing statement. The “locate your bill” screen gives instructions regarding the required information.

  • How do I register?

    Registering is easy and can be done when you make a payment. There are two ways you can make a payment.
    1. When you receive an email notification that your bill is ready to be paid, simply click on the “View Invoice or Pay Now” button. You will be directed to the “Pay and/or View Bills Online” site. Once there, you will be given the opportunity to enroll or make a OneTime Payment. If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system. The payment information you enter in your profile will then be securely encrypted and saved for your next visit.
    2. You can go directly to our website and click on the “To Pay Online” button. You will then be directed to the “Pay and/or View Bills Online” site. Once there, you will need to locate your account and be given the opportunity to register or make a one-time payment. If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system. The payment information you enter in your profile will then be securely encrypted and saved for your next visit.

  • How does the system work?

    It is very simple. Here are the 3 steps taken by customers:
    1. Customer receives email notification or accesses account via the website by clicking on the “To Pay Online” button.
    2. Customer locates and views the statement and either enters payment information for a One-Time Payment or registers to schedule a payment.
    3. Customer receives an email confirmation with their payment amount and payment process date.

  • Can I tell if my payment has been posted?

    Yes, simply log into your account and select “View paid or closed statements”. If you are a registered customer, you will receive an email notification.

Septic Tank Information

  • Do I really have to get my septic tank pumped?

    Septic tanks should be properly maintained to ensure proper performance. Unfortunately, many septic systems are ignored and not pumped until the carryover of solids plugs the septic system’s leach field or backs up into household plumbing. Proper maintenance can prolong the life of the septic tank, protect area streams from contamination, and preserve the value of the property. In order to ensure a clean, safe drinking water supply for you and your family, the Authority modified its Rules and Regulations in 1991 to require, among other things, proper maintenance of septic tank systems as a condition of receiving water service for homes and businesses in the Dog River Drainage Basin.
    If you are unsure if your home or business is located within the Dog River Drainage Basin, please contact our Customer Service Department at (770) 920-3823 and we will be happy to assist you or send you additional information about this regulation.

  • Who should I call if I am having septic tank problems?

    The maintenance of septic systems falls to the property owner. If you are experiencing problems with your septic system, please contact a licensed plumber or septic repair company.

  • What should I be flushing down the toilet if I have a septic system at my home or business?

    To maintain a properly functioning septic system, avoid flushing or dumping anything down the drain except for body waste and toilet paper. Please avoid flushing the following items - wet wipes, paper towels, diapers, feminine hygiene products, household hazardous wastes, bathroom garbage, and anything else that did not come from your body. Remember - just because you CAN flush it doesn't mean you always SHOULD! Flushing inappropriate items can result in costly repairs to your septic system and may create a negative environmental impact.

Backflow Protection

  • What is blackflow?

    Backflow is the reversal of water’s normal direction of flow. When water passes through a water meter into a customer’s home or business, it should not flow back into the main water distribution system. If it does, the condition is referred to as “backflow.” Backflow prevention is keeping the unintentional reversal of water flow from occurring.

  • Why is backflow regulated?

    Congress established the Safe Drinking Water Act (SDWA) in 1974 to protect human health from contaminants in drinking water and to prevent contamination of existing groundwater supplies. This Act, and its amendments (1986 and 1996), require many actions to protect drinking water and its sources. One of these actions is the installation and maintenance of an approved backflow prevention assembly at the water service connection whenever a potential hazard is determined to exist in the customer’s system. Without proper protection devices, cross-connections can occur.

  • What is a cross-connection?

    It is a connection between your drinking water and another source of water that combines the two when a backflow condition occurs. When this condition occurs, your drinking water can become contaminated. WSA is serious about the mission to protect customers, water resources and the environment. Our objective is to monitor the implementation and testing of devices which will prevent the water supply from becoming contaminated, even unintentionally. To combat the dangers of backflow cross connections, education in the recognition and prevention is needed. By working and communicating with the public, WSA provides direction to medium and high risk Douglas County businesses on the installation of appropriate backflow prevention devices.

  • What is my obligation to prevent backflow as a customer?

    According to the State of Georgia Rules for Safe Drinking Water, all users connected directly or indirectly to a public water system must have a backflow prevention device. This backflow device must be installed and maintained at the user’s expense. Since residential developments are considered a low-hazard risk, a backflow prevention device is provided by WSA at the time of installation. Commercial and industrial developments are a medium to high-hazard risk and, therefore, require a more advanced, and, likewise more expensive, backflow prevention device.
    All backflow prevention devices need to be tested annually by a certified tester to ensure proper working order. WSA provides each consumer or property owner with a list of the certified backflow prevention testers. The consumer or property owner selects one of his/her own choosing from the list to perform the test. The consumer or property owner should maintain written records of the test and ensure that WSA has been provided with a copy. WSA is authorized to suspend water service to the consumer’s premises in the event the backflow prevention device inspection and test reports are not provided as required.

Pipe Winterization

  • Why should I take precautionary measures to winterize my pipes?

    During cold weather events, water has the potential to freeze in pipes and can exert over 2,000 pounds of pressure per square inch. This is enough pressure to rupture most pipes servings homes and businesses. If a pipe bursts, it can spill several hundred gallons of water per hour, leaving you with a huge mess and a high water bill.

  • What should I do now to prepare for cold weather in the future?

    Now is a great time to locate your water shut-off valve and understand how it works. It is better to learn this information now than during an emergency situation. This will help turn off water to your home in the event that a pipe does rupture during cold weather. Shut-off valves are commonly located in basements, garages, or outdoors near the foundation.

  • How can I prevent my pipes from freezing?

    Insulate your exposed pipes and faucets. Pipes most susceptible to freezing are located in outside walls, garages, basements, and crawlspaces. You can purchase insulating wrap for these pipes at a local hardware store or cover them in insulating materials like newspaper or foam. Inside, leave your kitchen and bathroom cabinets open to encourage warm air flow. You may also want to drip water out of your faucets during the coldest parts of the day to prevent freezing.

  • What should I do if a pipe bursts at my home?

    If you experience a pipe burst, use your shut-off valve to turn the water off and phone a plumber immediately to address the problem.