Metro Water District

Customer FAQs

General
What is the office location, hours of operation and phone number?
Is there a place I can drop off my payment after hours?
I think my meter was misread; what should I do?
How can my meter be read if the box is filled with dirt?
What is a landlord agreement?

New/Existing Accounts
How do I start an account?
How do deposits work?
Who has account authorization for changes/inquiries?
How do I make address/telephone changes for my bill?
How do I make account changes due to a divorce or death in the family?
How do I close an account?

Payments/Bills
Can I pay my bill online or automatically?

Can I go paperless (stop receiving paper bills)?
What if I have an unusual situation, and need to make payment arrangements?
Why do I have a late penalty?
What is the policy on returned payments?
My water was shut off for non-payment; how can I restore service?
When is a delinquent account reported to Collections or Credit Bureaus?
What does the "CR" on my bill mean?
What is the Superfund tax?
Is there a special rate for filling my pool?
How is my sewer rate calculated?

Leaks/Emergencies
What if I have an emergency after hours?
I had a leak; can I apply for an adjustment on my bill?
What is a "leak indicator," and how do I use it?

Office Location/Hours/Phone
The Metro Water District office is located at 6265 N. La Cañada Dr. which is just south of Orange Grove Road, on the west side of La Cañada Drive. Office hours are Monday-Thursday, 7:30 a.m.-5:30 p.m. and Friday, 7:30 a.m. - 12:00 p.m. The main office phone number is 520-575-8100, and the fax number is 520-575-8454.

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After Hours Payment - Drop Box
There is a drop box located on the north side of the office at 6265 N. La Cañada Drive for your convenience. Payments are collected and posted every morning at 7:00 a.m. on business days. Please do not put cash in the drop box.

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Misreads
Meters can be misread due to human or equipment error. If you notice a read lower than the read on your bill, please contact our office so an adjustment can be made. Misreads not corrected will eventually correct themselves, but may result in a higher or lower bill than usual.

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Meter Box Filled with Dirt
Meter boxes frequently fill with dirt, and it can happen quickly. Meter readers must remove enough dirt each month to obtain a read. Meter readers are not able to estimate reads, because they do not carry previous reads with them in the field. In rare cases, when meters are covered by a car or other personal property, an estimate must be made by the billing clerk. Please note: It is the cutomer's responsibility to keep the area around the meter box clean and unobstructed.

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Landlord Agreements
Landlord Agreements allow the landlord or agent to authorize Metro Water to put service back into landlord's name when a tenant closes their account. Applicable service fees will be charged to the Landlord for the initial transfer of service. Thereafter, no additional service fees for water will be charged when the account reverts back to the Landlord (please note - a service fee for sewer will always be charged). Each account will have its own account number. Owners authorizing a Property Manager to act on his/her behalf must provide a copy of the Management Agreement with the Landlord Agreement. Cancellation or change of a Landlord Agreement must be requested in writing. Click here for a printable Landlord Agreement. Return the completed form by mail or in person to: 6265 N. La Canada Drive, Tucson, AZ 85704; by fax to: 520-575-8454; or by email: info@metrowater.com

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Starting a New Account
To start service, please call our office at 520-575-8100 or visit in person at 6265 N. La Cañada Drive. We require a notice of at least one business day to be able to start your service.

The District will need to collect some basic information directly from the person who will be the "account holder". It may be necessary to provide a photo ID. For rental properties, the owner or property manager's name and phone number will also be required.

A new account holder will be given a new account number. A refundable deposit and set-up fees will apply, and must be paid in advance of starting service.

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Deposits
Deposit amounts vary due to size of meter. Residential customers with a 5/8" meter pay a $50 deposit. Deposits are refundable, earn interest, and are required for each new account.

Customers may qualify for a waiver of deposit if they have had an account with Metro Water within the past two years and at least 12 consecutive months of good payment history (no late payments). Additional deposits may be charged if service is shut-off for non-payment or other reasons.

Upon closing the account, deposit and interest will be applied. If the balance is a credit, and customer has no other active accounts, a refund check will be issued. In cases where the customer has another active account, the balance will be transferred to that other account.

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Account Authorization
Account information and account history are always treated as confidential by the District. The account holder is the only person authorized to obtain information or make changes to the account.

The account holder may add another person to the account, authorizing them to obtain information or make changes. The account holder may not be removed from the account until it is closed.

Payments can be accepted from unauthorized third parties; however, account information will not be shared with third parties.

Any manager or agent requesting account access will be asked to provide documentation of their right to act on the account holder's behalf. For property managers, a copy of the management agreement is required.

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Address/Telephone Changes
A change to the mailing address or phone number can be made over the phone, by mail, or in person by any person listed on the account.

There is also a place on the back of your payment stub for making address and phone number changes. However, the back of the stub can not to be used to establish a new service, which requires the new customer to call customer service.

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Divorce or Death
Divorce: If the account holder needs to be changed due to divorce, a new account will be setup for the spouse that will remain in the home. The new account holder must provide his/her basic information.

Death: If the account holder is deceased, the account can be updated with the surviving spouse's name and information. There is no service charge in this case. If there is no surviving spouse, and the home will be sold, the mailing address only will be updated, sent in care of the person handling account matters. If a relative will be moving into the home, it will be treated as a new account with normal deposit and setup fees.

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Closing an Account
Call the office at 520-575-8100 to request termination of service and to provide a forwarding mailing address. Please allow at least one business day to schedule a final meter read, the water will be turned off if no other party has taken responsibility for service.

A final bill will be mailed to your new mailing address in about one week. If the customer has other active Metro Water accounts, the unpaid balances may be transferred to the customer's other active Metro Water accounts, if applicable.

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Automatic Payments
There are currently two options for paying your bill automatically.

Direct Pay: Payments are deducted from your checking or savings account on the due date each month. An application can be mailed to you, or printed from our website. Return the application to the office with a voided check. A special message will appear on your monthly statement when Direct Payments have been activated. Changes to Direct Pay must be made in writing by account holder. A message will appear on the monthly statement confirming the automatic payment. There is no charge for this service. 

Xpress Bill Pay: Payments are charged to your credit card on any date you choose. Payments can be scheduled one time, or you can choose recurring payments.

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Paperless Billing

If you would like to stop receiving paper bills, please call 520-575-8100.

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Payment Arrangements
Payment arrangements can be requested by calling our office at 520-575-8100. Decisions will be made on a case-by-case basis.

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Late Penalties
Payments are considered late if not received by the due date. Penalties for delinquent accounts are $5.00 or 2%, whichever is greater.

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Returned Payments
Payments returned unpaid will result in a $40.00 fee. This fee and the amount of the returned item must be paid in a guaranteed method to include cash, money order, or approved debit/credit card upon notification by Metro Water.

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Shut off for Non-payment
If your water has been shut off for non-payment, it will be necessary to contact our office to reconnect. In most cases, the account balance plus a $30.00 refundable deposit and a $40.00 delinquency fee (or $75.00 after hours) must be paid prior to reconnection. If water service is restored after hours, the account must be paid in full by 9:00 am the following business day to avoid another interruption in water service. If the lock is removed or broken additional fees and penalties may be imposed.

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Collections and Credit Reporting
Closed accounts with unpaid balances over 30 days will be reported to Collections, and assessed a $10.00 collection fee. Closed accounts with unpaid balances over 90 days will be reported to Credit Bureaus.

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CR = Credit Balance
When there is a credit balance on your account, nothing is due, and you will see a "CR" under "Amount Due" on your bill. Credit balances can be the result of a deposit being applied to your account, overpayment, or other adjustments to your bill.

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Superfund Tax
Superfund tax is mandated by the Arizona Department of Revenue for cleanup of contaminated water in the State of Arizona. This tax is billed at the rate of $0.0065 per thousand gallons of water.

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Filling a Swimming Pool
If you have filled your pool, please let us know so that we do not give you a courtesy call for high usage. There are no special water rates or discounts given when filling pools. It may also be beneficial to notify your sewer provider, Pima County Regional Wastewater Reclamation Department at 520-724-6609.

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Sewer Calculations
Your sewer charge is determined by Pima County Regional Wastewater Reclamation Department. Metro Water includes the sewer charge on your water bill as a convenience to the customer.

Sewer rates are calculated by using your average water usage in December, January and February, which is considered the lowest water use months. If you can show that three other months have a lower water usage, you can work with Pima County to have that average used to calculate your sewer charge.

All questions and inquiries about your sewer charge should be directed to Pima County Regional Wastewater Reclamation Department at 520-724-6609.

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After Hours Emergencies
Office hours are Monday-Thursday, 7:30am-5:30pm & Friday, 7:30am-12:00pm. If assistance is needed after office hours, please call 520-575-8100. An answering service operator can dispatch a technician for emergency situations.

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Leak Adjustments
Adjustments are offered to customers upon written request after all leaks have been repaired and water usage by the customer has returned to normal levels. Leak adjustments are also available when there is an unexplained high water use, theft, or vandalism. Certain conditions must be met. Leak adjustments are calculated by charging a customer at the current adopted rate based upon the same tier, for the same month of the previous year. The full Leak Adjustment Policy and printable leak adjustment form are available online.

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Leak Indicator
Sudden increases in your water bill may indicate a leak, either inside or outside. To check for a leak: 1) Turn all your water off (such as appliances, faucets, etc.) 2) Check your water meter. If the leak indicator is moving, you have a leak, either inside or outside. 3) Turn off main water valve to house. 4) Check water meter again. If it is still moving, the leak is outside. (Detailed instructions to check for leaks can also be found on the back of your water bill.)

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H2Know:

GO PAPERLESS!

If you would like to stop receiving paper bills, please call 575-8100.

 

  • © Metropolitan Domestic Water Improvement District
  • 6265 N. La Cañada, Tucson, Arizona 85704
  • 520-575-8100 (office)
  • 520-575-8454 (fax)

Office hours: Monday – Thursday 7:30am - 5:30pm and Friday 7:30am - 12 noon