Thank you for contacting Rockdale Water Resources Customer Service. Amid the Covid-19 Virus Pandemic (Coronavirus) we are exercising precaution for our employees and residents and have enacted the Rockdale County Remote Work Plan. As a result, our customer service department will only be available to assist with new water service, reconnecting water service, and turning water services off for customers that are moving via email at newwaterservice@rockdalecountyga.gov.
Application for New Service
If you are contacting us regarding a high bill, please note, following a recent Ransomware Attack on Rockdale County, many customers may experience higher than normal bills. During this attack, we were unable to bill many customers during the month of February. As a result, many customers receiving their bill in March will notice longer than normal consumption periods which led to higher bills. As a courtesy, Rockdale Water Resources rolled back to our lower priced 2019 water rates to help offset some of the financial impacts to our customers. We apologize for any confusion this may have caused.
With respect to the Remote Work Plan and ongoing safety precautions, Rockdale Water Resource will not disconnect water services and have stopped all additional late fees until further notice.
For those wishing to pay your bill we have several payment options:
- Online https://ipn2.paymentus.com/cp/rwr
- Via telephone at 1-844-396-2347 (Available 24 hours)
- Cash or Check at United Community Bank 1000 Highway 138 SE, Conyers, GA 30013 (Must have Payment Coupon located at the bottom of your billing statement)
- Via your Financial Institutions online bill pay option
- Mail check or money order to P.O. Box 1378, Conyers, GA 30012 (May be a delay in processing)
- Dropbox located at 958 Milstead Ave, Conyers, GA 30012 (May be a delay in processing)
Thank you for continued business as we employ social distancing and strive to support a safe community for everyone living and working in Rockdale County.
For emergencies, please contact us at 770-278-7500.
Sincerely,
Rockdale Water Resources Customer Service Department
To set up a new profile please click the “Pay a Water Bill” button below, then click on the “Register Now” link. Once you have registered your account, you will have access to many features including: debit/credit payments, online quick pay, pay by text, pay by email and paperless e-billing plus many more.
To access the new payment portal click on: Payment Options/Online bill pay or via phone at 1-844-396-2347.
Pay a Water Bill
| Our office is located at: |
Contact us at: |
958 Milstead Ave.
Conyers, GA 30012 |
Main: 770-278-7400
Fax: 770-918-6514 |
Our office hours are:
Monday – Friday 8 a.m. – 5 p.m. |
Questions/General
Comments: watercustomerservice@rockdalecountyga.gov
Fax: 770-918-6514
|
| |
New Service Applications: newwaterservice@rockdalecountyga.gov
Fax: 770-918-6514
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Frequently Used Forms and Documents
If you have any questions regarding the operation of your meter, please contact Customer Service at 770-278-7400.
Billing and Other Fees
Billing & Late Fees:
- RWR bills customers on a monthly basis according to districts and are due 20 days after the bill date. A bill is mailed for each service address. There is no consolidated billing available.
- Payments must be received on or before the due date to avoid late fees. After the due date, late fees will be assessed $5 or 10 percent of the current amount past due, whichever is greater. Failure to receive a bill does not exempt customers from payment, late fees, or disconnection of service.
- After the due date, accounts will be considered delinquent and subject to disconnection. The due date on the bill is for current charges only.
Returned Check Fees:
- A $30 service charge is applied to the account for all returned checks. If there is a returned check for a deposit on a new service the meter will be turned off and locked immediately without notification. To restore services, all fees must be paid in full with certified funds only, which may include an administrative fee and an additional deposit.
- RWR does not accept checks for payment for a period of one year following a returned check. All payments during this period must be made by certified funds. (cash, credit/debit card, money order, or cashier’s check)
Leak Adjustments
Leak / Pool Adjustment Request Form (click here for form – Leak Adj. Form 09 27 2017)
To view/print the entire ordinance regarding adjustments, please click here: Ordinances
The following regulations shall apply to customers seeking adjustments for water and wastewater charges billed:
1. Water bill adjustments for broken water lines and leaks.
- In cases where it is clear and evident that water usage as reflected by a monthly meter reading is not indicative of water used due to an unusual circumstance, the Board of Commissioners, or the authorized represenative may authorize an adjustment of one-half the usage in excess of the average bill.
- The adjustment can only be made for the two most recent billings regardless of the duration of the leak.
- Leak adjustments will only be given for broken water lines and meter leaks on the customer’s side of the meter.
- Receipts, invoices or statements that support service needed to repair the leak in question shall be presented to Rockdale Water Resources Customer Service to be considered for an adjustment for said repairs.
2. Wastewater adjustments for filling swimming pools.
- The Board of Commissioners or the authorized represenative may authorize a wastwater usage credit for the filling of a swimming pool.
- Customer must contact Rockdale Water Resources Customer Service before the filling of the swimming pool to establish a date for filling the swimming pool.
- There shall be a difference of a minimum of 4,000 gallons from the billing for the month the swimming pool is filled and the average billing for the past 12 months.
- All wastewater usage will be billed that is related to water consumption.
- An adjustment for the wastewater billed will be applied to the account for that water volume used to fill the swimming pool.
- The adjustment is credited to the customers account and will not be considered a refund.
- The adjustment will only be applied on time each year per customer. Billing for the water and wastewater utilized for filling of a swimming pool will occur on the following billing cycle.
- The adjustment for wastewater will be applied to the account on the proceeding billing cycle.
Important Information Regarding Leaks:
- The customer is responsible for leaks on their side of the meter. This includes leaks in service lines, swimming pools, toilets and irrigation systems.
- Rockdale Water Resources can not provide leak detection on personal property – that is the responsibility of the homeowner.
- Partial adjustments may be provided for leaks that are found and repaired by the customer. RWR will only allow a partial adjustment for the two most recent high bills. Payments still need to be made during this time. Usage must go back to normal before an adjustment can be considered. The customer must submit all receipts and invoices for the repair and complete a Rockdale Water Resources Leak Adjustment form. The form is available online and at RWR Customer Service located at 958 Milstead Ave.
Helpful Tips for Water/Sewer Adjustments
As a courtesy to our customers, RWR will review a customer’s request for an adjustment due to a leak on the customer’s side of the meter. However, please keep in mind that water/sewer adjustments will be made only in unusual circumstances per County Ordinance No. 0-200-31. To be considered for a leak adjustment, the following requirements must be met:
- To reduce your overall cost involved which includes repair & billing, leak should be repaired within sixty days.
- Request for adjustments should be made as soon as the leak is repaired. This could ensure a timely adjustment review.
- Once adjustments are submitted to Customer Service it may take 2-3 billings cycles for your adjustment to be approved and processed. The usage must be back to normal before any reviews are completed.
- The adjustment can only be made for the two (2) most recent billings regardless of the duration of the leak.
- Customer is responsible for maintaining full payment of balance due or payment arrangements until request is granted or denial of request is made.
- Any payments not paid by the due date will subject the account to a late penalty and or termination of service.
Helpful Tips for Pool Adjustment Process
- Pool adjustments are only for the wastewater portion of the billing. You are responsible for 100% of the water portion of the bill for filling the pool.
- Customer must make contact with RWR Customer Service department before filling the swimming pool to provide the reading on the meter prior to filling the pool.
- All wastewater usage will be billed based on the water consumption.
- The adjustment is credited to the customer’s account and will not be considered a refund.
- The adjustment will only be applied once per year per customer.
- The adjustment for wastewater will be applied to the account on the preceeding billing cycle.
