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1Safety

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1. Safety: How to Identify a CFPUA Employee

CFPUA employees work in a wide range of capacities within our community. Employees work to maintain and repair water and wastewater infrastructure. Others travel our neighborhoods and businesses, reading meters and performing meter related services. Inspectors are on job sites and in areas where new and improved systems are being put into service, and specialists and technicians are performing essential tasks to ensure the safety of your water and the environment within which we operate.

It is important for you to know how to identify CFPUA employees and the circumstances in which you may encounter them:

• CFPUA meter readers, service technicians and construction crew employees that may be working within your community will always be identified by way of a Cape Fear Public Utility Authority ID badge that includes a CFPUA logo, name, photo, and position.

• Other ways to identify an employee may also include:

o A Cape Fear Public Utility Authority uniform and/or

o A marked Cape Fear Public Utility Authority vehicle

• It is uncommon for a Cape Fear Public Utility Authority employee to request to enter your home or business unless there is a:

o Previously scheduled service visit

o Pre-arranged visit to conduct a conservation audit

o Pre-arranged visit to perform testing

o Need to respond to a water or wastewater emergency

If an employee who does not meet these standards requests to enter your home, or if you have concerns or need for additional information, please contact Cape Fear Public Utility Authority at 910-332-6550 Monday through Friday 8a.m. to 5 p.m. and 910-332-6565 after 5 p.m. and on weekends and holidays. In the event of a true emergency, please call 911.
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Authority Essentials

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1. Rates & Costs

For Rates & Charges effective July 1, 2010 click here...

2. Whom do I call with questions about my bill or service?

Call Customer Service at 910-332-6550

3. Where are you located & what are your hours?

CFPUA has offices at 235 Government Center and at 305 Chestnut Street in Wilmington, NC. Office hours at 235 Government Center are from 7:30 a.m. to 5 p.m. The location at 305 Chestnut Street is open from 8:30 a.m. to 5 p.m. Both offices are open Monday through Friday except for state holidays.

4. Whom should I call with a water or sewer emergency?

Call (910) 332-6565 for any emergency, no matter what time or day. Emergencies include major leaks, sewer spills, alarms sounding at pump stations, or any situation which endangers life, public health, or property.

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Cape Fear Public Utility Authority Board

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1. Who is the Authority Board?

The Authority is an 11-member Board consisting of two County Commissioners, two City Council members, three County appointees, three City appointees, and one joint appointee.

2. How long is a Board member’s term?

The initial Authority Board has staggered one, two, and three-year terms. All subsequent appointees serve for three years.

3. How can one become a Board member?

View applications for New Hanover County Authority vacancies.

View applications for City of Wilmington Authority vacancies.

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Customer Service

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1. Whom should I call if I have an emergency situation with my water and sewer after hours?

(910) 332-6565 is the number to call for any emergency, no matter what time or day. Emergencies include major leaks, sewer spills, alarms sounding at pump stations, or any situation which endangers life, public health, or property.

2. How have my rates changed?

CFPUA has the legal right and obligation to set rates at a level to ensure adequate funding for water and sewer operations and capital improvements throughout New Hanover County, which also includes the City of Wilmington. The Board has decided to structure water rates to encourage conservation by charging more per gallon for usage over certain levels.

3. Do I need to change any information with my online banking?

Yes. To ensure prompt and accurate posting of your payment you must change the following:
1. The company name to CFPUA
2. Mail to 235 Government Center Drive, Wilmington, NC 28403
3. Your account numbers which are located in the top right corner of your bill

4. What security measures are being taken to protect my personal information, including my bank account number if I have signed up for automatic draft?

CFPUA has set up appropriate measures in compliance with all state, federal, and banking regulations to keep your information secure.

5. Will any of my personal information be considered public record or released?

No. North Carolina laws designate utility billing records as non-public. None of your personal information, charges for services, or record of payments will be given out unless you provide written consent.

6. Where are you located?

CFPUA has offices at 235 Government Centerand at 305 Chestnut St. in Wilmington, NC.

7. What are your office hours?

Office hours at 235 Government Center are from 7:30 am - 5:00 pm. The location at 305 Chestnut St. is open from 8:30 am - 5:00 pm.

Both offices are open Monday through Friday except for state holidays.

8. Do you give elderly or disabled discounts?

No. By law CFPUA must charge all residential class customers the same rates.

9. Does CFPUA provide trash and storm water services?

No. The City of Wilmington provides trash and storm water services, but has an agreement with CFPUA to include these with water and sewer charges so customers get just one utility bill.

If you have a question about your storm water fees, call (910) 341-7806. If you have a concern about your trash services call (910) 341-7875.

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Environmental & Safety Management

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1. Whom do I contact to get my water tested?

Contact Customer Service

2. Why do I have to test my backflow preventor every year?

The backflow preventor is a mechanical assembly with check valves and springs, and just like anything mechanical, it can stop functioning at any time. Testing it annually ensures that the assembly is working and keeping your drinking water and the drinking water of all CFPUA customers safe.

3. How do I get a water meter?

Contact Customer Service

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Purchasing

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1. Does my company need to register for bids?

If you intend to submit a bid, it is important you contact the Purchasing office at (910) 799-6064 to be added to the list of bidders who have received bid documents so that you may receive any addenda that may be issued.

2. How can I find out about upcoming bids?

You can register for updates through Notify Me

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Water Conservation

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1. Are we currently under water restrictions?

No, we are currently under normal advisory. However, we encourage our customers to continue to practice water conservation measures.

2. If we’re not in a drought and there are no water use advisories in place, why are we still encouraged to save water?

A common public misconception is that water conservation means restricting or curtailing customer use as a temporary response to drought. While this can be a useful short-term drought tool, long-term improvements in water use efficiency will help maintain a sufficient supply and quality of life standards. This area will continue its population growth and, with that growth comes more service connections and more demand on both the water supply and wastewater systems. Year round conservation efforts help regulate the amount of water being produced and distributed and will reduce the amount of water used for non-essential purposes.

3. Why is it important to conserve water?

Water conservation, very simply, is doing more with less, not doing without. It is also a key component of overall water resources planning. There are many reasons for water utilities to pursue and establish conservation programs. The specific reasons are different for each utility and the appropriate level of conservation is usually tailored to address local needs. Some of the determining factors for promoting the CFPUA’s water conservation program are:

Wastewater treatment and disposal benefits: Reduction of interior water use cuts wastewater flows, resulting in cost savings and lessened environmental impacts.

Regulatory compliance: Some state regulatory agencies require water conservation plans to qualify for permits, grants and loans.

Water supply demand and reliability: Lowering water production and/or distribution costs can save the Authority and its customers money in reduced operational costs. Water conservation can stretch existing supplies while maintaining quality of life standards.

Improved supply reliability: Conservation can reduce the frequency and duration of drought water use restrictions.

Customer benefits: Customers who conserve water may enjoy lower water bills and possibly lower sewer and energy bills.

4. Why isn’t water from the Atlantic Ocean treated and used for drinking water?

Ocean water can be treated, but the process is very expensive. The cost of converting salt water to drinking water has been estimated at $5 to $7 for each 1,000 gallons instead of the 30 to 50 cents for each 1,000 gallons of freshwater. Ocean water contains so much salt that at least 99.2 percent of the salt would have to be removed to avoid a salty taste in drinking water. The Sweeney Water Treatment Plant is not currently equipped to process salt water.

5. Can I use my private well for irrigation during water use restrictions/advisories?

During water use advisories it is wise to reduce water use from all sources. However, CFPUA cannot legally restrict the use of private irrigation wells at this time. Upon verification of the well’s water source, the location will be added to an ongoing list of identified wells.

6. What can I do if I see water waste? What happens when I report a potential violation to the water conservation hotline?

Preventing water waste is the responsibility of everyone. If you see water collecting and ponding caused by irrigation systems and breaks or leaks or if you notice an irrigation system operating during a rain event, you can call or e-mail the Water Conservation Hotline: (910) 341-0114 or e-mail: conserveh20@cfpua.org.

It is important that the following information is provided so we may adequately respond to the report: (1) physical street [exact] address of reported violation (business name, if applicable); (2) date & time of violation; and (3) nature of violation. If you would like a reply, please be sure to leave your contact information as well.

All calls and e-mails are documented and addressed, generally within 24 hours. You can also be assured that your report will remain confidential. After reviewing the report we will contact the property or business owner, if warranted. We may also follow up with a written warning letter or even issue a civil citation to repeat offenders.