- Customer Service
- Inside DWM
Frequently Asked Questions
How often am I billed for water/sewer service?
You are billed monthly for your water/sewer usage.
How often are meters read?
Residential and commercial accounts are read every 30 days.
What happens if my bill is not paid by the due date?
If your bill is not paid by the date due shown on the bill, a late fee of $5 will be added to your balance for each month you are delinquent.
I suspect my high bill is due to a plumbing problem.
The customer is responsible for fixing leaks and plumbing problems within the home or business plumbing system. City code allows for a two-month adjustment for water usage attributed to plumbing problems. Report the problem to Customer Service (404.658.6500) as soon as possible and forward a copy of the plumbing report and invoice to avoid unrecovered fees.
Should I continue to pay my bill if my meter is not functioning properly, I am disputing a balance or I have an adjustment pending?
Yes. You can work with a Customer Service Representative to determine what a normal bill is for you, and pay this amount each month.
Where can I pay my bill?
For your convenience, we offer several ways to pay your water/sewer service bill:
There is a $4.50 service charge for online payment and for paying over the phone.
My water was shut off and I can't pay my bill. What can I do to have service restored?
You may be eligible for a partial payment plan that would allow you up to 12 months to pay your bill. See the guidelines for eligibility criteria.
How do I start my water service?
You can find new service guidelines here
How do I request a new meter?
Click here for information on new meter application.
I just purchased a new meter. How long will it take to have it installed?
Meter installation takes approximately two weeks after all permits (Department of Transportation, Fulton County and City of Atlanta street permits) have been obtained.
Will I have to pay to have my service reconnected if it is cut off due to non-payment?
Yes, you must pay the balance owed plus a $45 reconnection fee. You may also be required to pay a deposit if your account does not already have a deposit on file. The deposit amount is $80 for residential customers. The deposit for commercial customers is based on meter size.
If my service is cut off and I pay my bill, how soon will service be reconnected?
Service is generally restored within 24 hours of receipt of payment. Please be advised that all taps should be in the off position. Service crews will not restore service if water taps in the on position are detected within or outside the home. You should also secure all animals.
Can I turn my water service on?
No. This is illegal. If we detect that you have restored your own service, your meter will be locked to prevent water from entering the system. There is a $75 fee for removal of the lock and additional fees for illegal jumpers.
How do I stop my water service?
Call Customer Service at 404.658.6500.
I need to reach Customer Service but I don't have time to hold on the phone. Are there other ways to reach Customer Service?
You can also reach Customer Service by fax: 404.658.6515 or email: firstname.lastname@example.org
How do I report a leaky or broken meter?
Call Customer Service at 404.658.6500.
Am I eligible for the Senior Citizen Discount?
The Senior Citizen Discount is available to senior citizens aged 65 years and older, with household income of $25,000 per year or less. In order to determine whether you qualify for the discount, you must submit an application and certain required documents to verify your age and income. Call our Senior Citizen Discount Customer Service number at 404.546.3208 to request a brochure and application.
I receive a senior citizen discount. Do I have to apply for the discount each year?
You do not have to reapply. Each year, by the end of March, we will mail a card for you to sign and return to certify that the information submitted with your original application is still valid. Please call our Senior Citizen Discount Customer service number at 404.602.4406, if you do not receive your renewal card by March 31 of each year.
I am a home-bound senior. How do I apply for the discount?
Please call our Senior Citizen Discount Customer Service number at 404.546.3208. We will make arrangements to assist you with the application and gather the necessary information.
No. The 1 percent sales tax applies to merchandise purchased from businesses located within the Atlanta city limits.
Still need help?
We are here to help. E-mail us here or call Customer Service at 404.658.6500.