Frequently Asked Questions
Water is a commodity we all need. At East Pasadena Water Company our
goal is to meet or exceed all water quality standards set by both
Federal and State agencies, enhance customer awareness of water
issues and be available to serve our customers daily. Below is a
compilation of the questions most frequently asked by our customers.
A: We have planted the front of our office in
drought-resistant landscaping. For a complete list of the
plant names, please click here.
Q: What is my Service Charge?
A: This is considered a "ready to serve" charge, and is comprised of
our company's fixed costs as determined by the California Public
Utilities Commission (CPUC). It appears on each bill you receive and
does not change from billing cycle to billing cycle.
Q: Why am I charged a PUC fee?
A: The California Public Utilities Commission (CPUC) regulates our rates. This government agency collects
1.5% of your bill as their fee. The PUC fee is calculated by adding
the Service Charge to the Water Charge and multiplying 1.5% of that
sum. This money is sent to the CPUC quarterly.
Q: What is a CCF:
A: A CCF is a measurement of liquid, it represents
100 cubic feet. You may also see it written as HCF. Each cubic foot
of water equals 7.48 gallons, therefore one CCF is 748 gallons. Our
water charge is $1.81 per CCF which calculates at $1.81 for each 748
gallons of water used.
Q: What do I own and what is owned by EPWC?
A: The customer owns all water pipes and fixtures from the
water meter to their home. Any pipes or equipment from the meter to
the water main is the responsibility of EPWC, including the meter
box and cover.
Q: Can I pay my bill by credit card or on-line?
A:
Beginning August 1, 2012 you can view
and pay your bill on line. Click on the link at the
top of the page to log on. Make certain you have
your current bill with you as you will need your account number to
enroll. Currently the California Public Utilities Commission does
not allow East Pasadena Water Company to accept credit cards but
electronic checks are accepted on-line.
We offer Auto-Pay as a service to allow
customers to have their water bills automatically deducted from
their checking account. To learn more and download an application,
please click
here.
East Pasadena Water Company is now accepting electronic payments of
water bills through individual's home banking bill pay option. When
issuing a payment to East Pasadena Water Company, please make
certain to use the entire account number including all dashes and
zeros.
If an incomplete account number is used, it may take up to 10 days
for East Pasadena Water Company to receive your payment.
If you receive a second notice after paying a bill, please call our
office to make certain the payment was received.
Delinquent water accounts will be sealed for non-payment if we do
not receive payment prior to the deadline.
As always, you may
pay your bill in person or place it in the night-drop box located
just outside our front door. Please remember we cannot accept cash
in the night-drop box.
Q: Can I pay the Field Representative to keep my water on?
A: As a safety measure, we strictly prohibit our field
personnel from accepting payments of any type. Please contact the
office to make payment arrangements.
Q: When is my bill due?
A: The due date is printed on your bill in the shaded blue
section at the top right hand side. See Section 2 under
"How To Read Your Water Bill".
Q: Where is my water shutoff valve?
A: Your main water shutoff valve controls all the water coming
into your house. Everyone in your home should know where the valve
is, and how to turn it off. In case of an emergency such as a burst
pipe, shutting off the water quickly could prevent costly damage
from flooding.
Often the shutoff valve is found near the water meter, inside the
water meter box. You may also find one attached to the outside of
your home on the same side as the meter. If the meter is at the curb
it would typically be near your front porch, if the meter is in the
back yard, it would be on that side of the house.
If you cannot locate your shutoff valve, please call our office to
schedule an appointment and a field representative will show you
where it is located.
You may want to periodically turn the valve to make sure it isn't
stuck.
Q: How much will it cost to fill my swimming pool with water?
A: An average 8 foot deep 16' x 32' swimming pool holds
approximately 21,000 gallons of water which is 28 ccf. The cost for the water to
fill that pool would be $53.20 at our current rate.
Q: How do I check for leaks?
A: If you suspect a water leak, your water meter is an ideal
leak detector. To test for leaks, turn off all the faucets and other
water outlets and keep watch on the "tattletale" (see photo). If the
triangle continues to rotate, you probably have a leak and may need
to call a plumber. Regardless of the rate of water loss, search for
the cause. It could be as simple as a steady drip from a faucet that
needs a new washer. Toilet leaks are by far the biggest cause of
higher-than-normal bills.
Q: Why didn't someone from EPWC tell me the water service was
going to be interrupted?
A: We make every effort to avoid inconveniencing our customers
with unscheduled water shutoffs. But sometimes these circumstances
are out of our control. We don't know when a water main might begin
leaking. On the rare occasions when we must interrupt your water
service to improve or maintain the system, we will notify you in
person or by a door notice of the planned hours for the
interruption.
Q: What should I do to dispute a bill?
A: If you question the amount of your bill, you should ask for
an explanation in person or by telephone from the customer service
representative. A representative will review your situation and take
necessary action.
If you are not satisfied with the explanation from EPWC and wish to
register a complaint (prior to receiving a shut-off notice)
or request an investigation, you must deposit the amount of your
bill with:
California Public Utilities Commission (CPUC)
State Office Building
505 Van Ness Avenue, Room 2003
San Francisco, CA 94102
Make your check or remittance payable to the "California Public
Utilities Commission" and attach a copy of the bill in question
along with a statement explaining the basis for your dispute. The
CPUC will review the basis of the billed amount and disburse the
deposit in accordance with its findings.
The CPUC will not accept deposits when the dispute appears to be
over matters that do not directly relate to the accuracy of the
bill. Such matters include the utility's service quality, rate
levels, pending rate application and fuel sources or power.
A: To determine your average daily use, you can read your meter on a daily or weekly basis. Simply record your meter reading at the beginning of a measurement period and again at the end of that period. The difference between these two meter readings will be the water used during the period. When recording, disregard the numbers shaded in black as this is 10ths and we record in whole numbers only. (See the attached photo)
Please note that your water reading is in hundred cubic feet and can easily be converted to gallons by multiplying each unit used by 748 (gallons).
