To serve you better, we've assembled a list of our customers' most frequently asked questions. If you don't find your answer here, feel free to contact us.
Can I pay my bill online or over the phone?
Yes. You may call 877-397-2618 to pay by phone or pay online on our website. At the office, however, we currently only accept cash, checks, or money orders.
Do you put fluoride in the water?
No. We stopped fluoridating our water in 2008.
How are the water rates determined?
You are billed for water that passes through your meter. As of July 18, 2005, the rate for a standard residential meter is $35.00/month for 1000 gallons or less, and $4.50 per thousand over 1000 gallons. This rate will begin to be reflected on your September 1st, 2005 bill.
I'm installing a water softener at my home. What is the amount of hardness of the JWSC water?
11 grains per gallon and the iron content is .023 ppm (parts per million -- your filter specialist will know what this means!).
Are you a part of the City of Jonestown?
No. The Jonestown Water Supply Corporation is a member-owned, non-profit Public Water System (PWS).
Do you also handle the trash service in Jonestown?
No. Trash service is provided by Waste Connections - their number is 512-282-3508.
What happens if I don't receive my bill?
All bills are mailed on the last working day of the month, and all are due on the 15th of the following month. If you do not receive your bill around the 1st of the month or soon thereafter, you may call our office to get your total amount due. We can guarantee that your bill is mailed, but we cannot guarantee delivery.
Can I request a change of my billing date?
Because of the size of the JWSC, we are not set up for staggered billing.
My bill was due on the 15th and I mailed it on the 15th - do you honor the postmark on the envelope?
Yes - as long as the postmark is a USPS postmark and the postmark legibly reflects the due date or a date prior to the due date.
I paid my bill online by the due date, but I still got a late fee on my account. Why is that?
If you used your online bill-pay option through your bank, they normally contract with a 3rd party to MAIL the payment to us. So we do not receive these payments electronically. If you need to pay at the last minute, your best bet is to pay by phone 1-877-397-2618 or on our website. All payments made by 11:55pm on the payment due date will be considered to have been paid on time. If you miss the 11:55pm deadline, then you can still put a check in the payment drop box at our office. All payments that are in the box before we open on the day after the due date will be considered as having been paid on time.
What if the due date falls on a weekend?
If the 15th falls on a Saturday or Sunday, then the following Monday is considered to be the due date. For example: Saturday is the 15th - the following Monday, the 17th, is the due date for that month. All payments received on Tuesday, the 18th, are considered late and will incur a late fee.
What if I have a leak and it results in an unusually high water bill - do you have any relief for me?
Yes. The JWSC has a Leak Adjustment Policy . There is also a Leak Remediation Request form that you may fill out and return to us. The specifics of the Leak Adjustment Policy can be found in either of these documents.
I'm having difficulty paying my bill this month - what are my options?
The JWSC has a deferred payment agreement which will allow you to defer payment of your current amount due up to the 15th of the next month. The agreement will not prevent you from incurring a late fee, however, it will protect you from interruption of service, as long as it is filled out and returned to us before service has been interrupted. In the event that your service is interrupted for non-payment, you will be required to pay the entire past due amount, plus all fees related to that amount and a $55 reconnect fee before service may be reinstated. So it is in your best interest to complete a deferred payment agreement and return it to us before the end of the month!
My new bill has a past due amount, but the due date on the bill is the 15th of this month. Can I wait and pay the past due amount on the 15th?
No. If your bill reflects a past due amount, it is due immediately! The due date of the 15th is for current amounts only. If you wait, you risk additional fees and the possible interruption of service.
What constitutes a trip charge?
A trip charge is usually incurred at the end of the month when 24-hour notices (blue door hangers) are delivered to addresses for which we have not yet received payment. In addition, a trip charge may be assessed if we have to come to your house to turn off the water because a) you do not have a customer valve installed and need to have the water turned off due to a leak or for another reason; or b)you have leaking meter caused by your use of the JWSC's equipment. JWSC meter valves are not made to be turned on and off frequently. If you are using the JWSC's valve to turn off water at your residence, you need to install a customer valve for this purpose in order to avoid using our equipment. Overuse of this equipment which results in damage may be billed to your account.
When and where does the JWSC Board of Directors meet?
The 2nd Tuesday of each month @ 7pm at the JWSC offices.
What are your office hours?
7:00am - 6:00pm Monday - Thursday -- closed from 12-1 for lunch.
Can you provide a website where I might learn more about water and environmental quality?
Yes. The Texas Commission on Environmental Quality has an excellent and informative site: https://www.tceq.texas.gov/
When do I get my deposit back?
When you close your account with the JWSC, we will get a final reading, calculate your final bill and, if the bill is under $100, we will pay the bill with your deposit and refund the difference to you. If the bill is over $100, we will subtract $100 from your total (to be paid by the $100 membership fee) and send you a bill for the remainder owed on the account.
Once I pay my membership fee and return the application for new service, how long will it take to get my water turned on?
Barring any unforeseen emergencies (water line break, leak, etc.) we are normally able to get your water turned on the same day that you apply for service, as long as payment for new service is received before 3pm in the afternoon. After 3pm, we cannot guarantee same day service, but we will do our best to have service instated as soon as possible.
