Question 1

Does SGWASA extend payment deadlines if the non-payment date falls on a Friday?

Accepted Answer

No. When a scheduled non-payment date falls on a Friday, the payment deadline remains Friday and is not extended through the weekend. Payment must be received by the established deadline to avoid the applicable non-payment fee or service interruption.When the scheduled non-payment date falls on a Saturday, Sunday, or SGWASA-observed holiday, the non-payment date moves to the next business day. For example, a Saturday or Sunday deadline would generally move to Monday, unless Monday is an observed holiday.Confirm the specific payment deadline printed on their monthly bill.

Question 2

What time must my payment be received to restore service the same day?

Accepted Answer

If your water service has been interrupted due to non-payment, payment must be received by 3:00 PM during normal business hours to qualify for same-day restoration. Payments received after 3:00 PM will be restored on the following business day.

Question 3

When are monthly bills issued?

Accepted Answer

SGWASA bills are typically mailed on or around the 20th of each month and reflect actual water usage from the previous billing cycle. Customers are encouraged to review each bill upon receipt and reach out to the Customer Service Team at customerservice@sgwasa.org or (919) 575-3367, if there are questions pertaining to the bill.

Question 4

What if I do not receive my monthly bill?

Accepted Answer

If you have not received your bill or have questions about your account balance, please contact Customer Service before your payment deadline.

Question 5

When is a late fee assessed?

Accepted Answer

A late fee is assessed if payment is not received by 5:00 PM on the 5th of the month, or the next business day if the 5th falls on a weekend or Authority-observed holiday. Past-due notices are not issued before late fees are assessed.View Back of Bill for details

Question 6

When is a non-payment fee assessed?

Accepted Answer

If the full account balance is not received by the non-payment deadline printed on your bill, a non-payment fee may be assessed and eligible accounts may be scheduled for service interruption. Accounts with an unpaid balance of $20 or more are subject to disconnection.

Question 7

What must be paid before my service can be restored?

Accepted Answer

Before service can be restored following a non-payment interruption, the entire past-due balance and all applicable fees must be paid in full. Partial payments do not restore service.

Question 8

Does SGWASA offer payment extensions?

Accepted Answer

SGWASA does not offer payment extensions.

Question 9

Can I pay only a portion of my past-due balance?

Accepted Answer

No. If your account has entered non-payment status, the full past-due balance, including all applicable fees, must be paid before water service can be restored.

Question 10

Can someone else discuss my account with SGWASA?

Accepted Answer

Only the account holder or an individual who has been formally authorized by the account holder may receive account information or make changes to the account. If you would like another person to have access, please complete the appropriate authorization form.

Question 11

Where can I find the most current billing policies and fees?

Accepted Answer

The most current billing procedures, payment policies, fees, and customer information are available on the Schedule of Rates, Fees and Charges, the back of your monthly bill, and throughout the Finance sections of sgwasa.org. Customers are encouraged to review these resources regularly for the latest information.

Frequently Asked Questions