Leak Adjustment Policy

The following section of CFPUA's Billing policies details our Leak Adjustment Policy:



Section 5.4. Errors and Adjustments (e) - A residential customer may seek an adjustment to an unusually high water bill caused by physical damage to the customer’s water service line. Physical damage means damage to a facility or equipment supplying water to the premises and the damage:

• Is not detectable in the customer’s premises except upon excavation or some other disturbance of the property; and

• Is not the result of an act of the customer, or of any agent or contractor hired by the customer. 

A customer may not receive an adjustment unless the customer has paid all outstanding water and sewer bills owed prior to the unusually high water bill. Unusually high water bill means a water and/or sewer bill for a billing cycle that reflects bimonthly water usage, that is at least two (2) times the customer’s average bimonthly usage of the premises as measured during the previous six (6) bimonthly billing periods. The amount of the adjustment for water will be 50% over the average consumption of the previous twelve-month period and 100% over the average for sewer consumption charges if the leak did not enter the sewer system. If the leak enters the sewer system, sewer charges will be for 50% over the average consumption charges for the previous twelve-month period. Adjustments for irrigation leaks may be made for sewer charges only. The amount credited may be 100% of sewer consumption over the highest billed consumption over the previous 24-month period. 

The customer retains control over the usage of water on the customer’s premises, and as such, the customer is responsible for all the water passing through the meter, including water which may be lost or wasted through leaking pipes or fixtures on the premises. The customer is responsible for monitoring for unusually high water usage as reflected on the customer’s bill. The customer must promptly investigate any unusually high water bills. A customer is required to repair any water leak promptly, and the customer is responsible for all repair costs. 

A customer is not eligible for a leak adjustment to an unusually high water bill due to circumstances not caused by an undetected leak, leaks that should reasonably have been discovered, high usage caused by negligence or failure to properly maintain pools or water using/consuming devices that may be malfunctioning. Leaks caused by a third party from whom the customer is able to recover their costs will not be considered for a leak adjustment. Examples include, but are not limited to, theft, vandalism, negligence and construction damage, unoccupied or vacant properties. Leaks caused due to the meter being accessed, tampered with, or turned on/off by anyone other than a CFPUA employee that results in loss of water will not be considered for a leak adjustment.

A residential customer is eligible for one leak adjustment in a 24-month period, provided the customer submits documentation of the leak repair within 90 days of the high consumption billing. The customer must complete a Leak Adjustment Repair Form stating the type of leak, date of repair, address at which the leak repair was made and the customer for whom the repair was made. The documentation must be submitted by a licensed contractor or plumber. In the event the property owner completes the repair, a receipt showing the parts purchased for the repair must be submitted. Adjustments for irrigation leaks may be made for sewer charges only. The amount credited may be 100% of sewer consumption over the highest billed consumption over the previous 24-month period. 

A commercial customer with a meter size 3” or greater is eligible for one leak adjustment for sewer charges only in a 24-month period, provided the customer submits documentation of the leak repair within 90 days of the high consumption billing. The customer must complete a Leak Adjustment Repair Form and submit documentation from a licensed plumber or contractor stating the type of leak, date of repair, address at which the leak repair was made and the customer for whom the repair was made.

(H) Pool Credits. A sewer credit will be considered when filling a newly constructed pool or when refilling a pool that has been drained to facilitate a repair. When a customer provides written documentation that a swimming pool has been filled from the internal plumbing system, a sewer credit may be issued based on the metered water volume used to fill the pool. The customer must provide the dimensions of the pool, the volume that was filled, and the dates the pool was filled. For pool fills, your utility account may be credited for wastewater usage based on your average usage for the prior six billing cycles. Customers may receive one pool credit per twelve-month period. Credit is not available for the addition of makeup water due to normal routine maintenance (topping off) nor are credits provided for splasher pools (kiddie pools). Customer must complete the Pool Fill Adjustment Request Form and submit with required documentation as outlined on the form for a sewer credit consideration.