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Frequently Asked Questions

Billing and Customer Service

  • Do disabled or senior citizens get a discount?

    Yes. The Authority offers a reduced water/sewer base rate for qualifying seniors or disabled residents. Please check our website for the required forms or contact the Customer Service Department for information on how to apply.

  • How are my monthly water and sewer charges calculated?

    A residential home pays a base rate for water each month. In addition, there is a usage rate charged per thousand gallons of usage. Please check the Rates and Fees chart for more details and the current rates. The average residential household uses about 5,000 gallons per month.
    If you are on sewer, there is a sewer base rate each month. You also pay a treatment charge per thousand gallons, charged on just 80% of the water used that month.

  • Why am I having to pay a fee for stormwater when I have no control over rainfall?

    While stormwater utilities and fees for service are not new, and they are a growing trend as local governments work toward meeting the ever-increasing environmental regulations designed to improve the quality of life for us all. The Authority believes that stormwater user fees are the only fair way to fund the federal mandates of the National Pollutant Discharge Elimination System Phase II requirements and the state requirements of the Metropolitan North Georgia Water Planning District and the Georgia Erosion and Sedimentation Control Act – which are all designed to protect our precious water resources.
    Impervious surface is used as a basis for the fee because the amount of impervious surface (concrete, roof top, etc.) on a property generally correlates to the amount of stormwater runoff generated by a property.
    The amount of the fee is based on $4.00 for each equivalent residential unit (ERU), which is based on 2,543 square feet of impervious surface, representing the median residential use in Douglas County. All charges for non-residential properties are based on the actual area of impervious surface divided by 2,543 to determine the number of ERUs, which is then multiplied by the $4.00 base rate.

  • Do the Authority’s water lines cross my property?

    Typically, the Authority water lines are located in the road right-of-way up to the meter that serves your home or business. The water line from the meter into your home or business belongs to you. It is important to maintain the water lines on your side of the meter properly, just as you would any part of your house. Leaks can occur, resulting in costly water bills. The water meter is used to measure how much water you and your family use. It is read each month to ensure that you are billed accurately. To ensure that your meter is read accurately, avoid planting shrubs, bushes, or any vegetation that may restrict meter reading access to your meter.

  • How do I know if I have a leak?

    If you’ve had an unusually high bill without a corresponding increase in water consumption or have noticed water standing in your yard, you could have a problem. Leaks can be hard to detect, because they are often underground or under the foundation of your house. Try this: Read your water meter before you go to bed at night being careful not to use any water or flush any toilets after the read is taken. Take another reading the next morning before any water is used. If the second reading is higher, you may have a leak or faulty faucet or toilet. Because customers are responsible for their service lines from the meter to the house, you should contact a plumber as soon as possible. The sooner you fix the leak, the sooner the meter stops registering the extra flow of water, which helps prevent the bill from being higher.

  • Who do I need to call if I see water running down the road?

    Please contact our maintenance department at (770) 949-7617. The Authority’s Maintenance Department operates seven days a week to better service our customers. Sometimes, however, we must call for 72-hour underground utility locates before we can repair leaks that are deemed not to be an emergency.
    We also have an emergency number that can be contacted for emergency repairs when customers are without water due to a mainline break. Our emergency number is (770) 942-6633.

  • 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.

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.

  • 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.

  • Can I use a credit card to pay my bill(s)?

    Yes, you can. There is a service fee of $2.50 assessed when using credit or debit cards. This fee will be displayed during the payment process prior to submitting the payment.

  • Can I use a debit card to pay my bill(s)?

    Yes, although technically your debit card will be processed like a credit card, and you will not be asked to enter a pin number. The service fee ($2.50) is the same as with credit cards. This fee will be displayed during the payment process prior to submitting the payment.

  • How do I change my account information?

    Simply log into your account and change any of your personal information under the “My Profile” tab. If you are unable to change some of your information, you may need to call our office and have us change it for you (770-949-7617).

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.