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Authority Essentials

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1. What are the different charges on my bill?

Your bill covers two months service and includes charges for water and sewer services from the CFPUA; for some customers it also includes storm water and trash charges. Storm water and trash services are managed and performed by the City of Wilmington, Payment collected for storm water and trash by CFPUA is sent to Wilmington. More: How To Read Your Bill

2. Why is CFPUA raising rates?

All rate increases since 2008 have been the direct result of repaying bonds for projects inherited from the City and County. That and the declining economy’s impact to water sales as businesses close etc. CFPUA’s operational budget, which includes employee compensation and facilities costs has been reduced each year and has lessened these rates increases. Repaying debt on bonds issued for projects from the City and County, and repaying new bonds issued to fund maintenance, repair, replacement and service expansion projects will drive future rate increases. Project funding determined through the capital improvement planning (CIP) process and the capital budget as well as the operational budget are carefully reviewed by the CFPUA Board when determining the need for rate increases. To further understand the scope and breadth of what it takes to repair, replace, and maintain the infrastructure that provides clean water, please see this story on the community’s water and infrastructure needs. WECT Story & Video

3. How do CFPUA’s costs compare to others?

Services provided by the CFPUA cost about $1.20 per household per day for all of your water and sewer needs; showers, cooking, drinking water, laundry, etc. Per gallon, high quality water from CFPUA costs about 1/3 of a penny. CFPUA rates are low compared to neighboring providers like Brunswick County, Carolina Beach, Jacksonville, Onslow County and more.

4. Who is the CFPUA Board?

The Board is made up of eleven members with two elected officials from both the City and the County, three representatives appointed by each the City and the County and one at-large position. Additional information about the Board is available on our website under About Us / Authority Board / Authority Board Members, or click here.

5. How do I get more information about the Board meetings?

The Board meets the second Wednesday of the month in the Lucie B. Harrell Conference Room of the NH County Government Complex. Meetings are open to the public and as of November will be televised on NHCTV. You can also contact the Board directly with a question or comment during the public comment period of the Board meetings or through this link: Contact Us

6. Why do I have to pay fixed charges on a vacant house?

A house, while not currently using service but retaining access to service for use in the future, has costs associated with keeping that service available. If fixed costs were not paid on vacant houses, all ratepayers would experience rate increases to cover those costs.

7. How many vehicles does CFPUA have?

CFPUA inherited over 400 vehicles from the City and County and has purchased approximately 30 since 2008. Two of those 30 being maintenance vehicles required by EPA costing over $600,000.

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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?

All appointments are made by the City of Wilmington and New Hanover County.

View applications for New Hanover County Authority vacancies.

View applications for City of Wilmington Authority vacancies.

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Country Haven Subvision Report

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1. Country Haven Subdivision: What is the issue?

As part the Cape Fear Public Utility Authority’s (CFPUA) comprehensive management of its groundwater resources, CFPUA contracted with Groundwater Management Associates (GMA) to conduct a hydrogeologic study to investigate aquifer parameters associated with our well field located in northern New Hanover County.

In recent months, residents in the Country Haven subdivision have reported their ponds and wetland areas have gone dry and relayed their concern that the Authority’s well field close to the community may be contributing to the situation.

As a result of the community’s information, CFPUA temporarily stopped pumping from select wells in the Castle Hayne aquifer and began collecting data at regular intervals for nearly two months to help try and determine if the well field is contributing to the concern.

CFPUA then expanded GMA’s scope of work to include a review of the data gathered at Country Haven and produce a report to evaluate the situation. This report is being released today. Completion of the hydrogeologic study is expected in late spring.

2. What has CFPUA done to address the issue?

The CFPUA began operation of the nano-filtration membrane water treatment plant in October 2009. Since that time, CFPUA has comprehensively managed, using industry best practices, the Authority’s groundwater resources. It has developed a groundwater management plan that balances supply and demand in the area; prioritizes system growth; manages aquifer sustainability and well field operations; and works with key stakeholders to preserve and protect the resources. The plan is an ever-evolving approach that is constantly refined to incorporate new information.

When the concern was brought to the CFPUA’s attention, the Authority temporarily stopped pumping from select wells in the Castle Hayne aquifer and began collecting data in regular intervals for a nearly two-month period. CFPUA then expanded the existing scope of work of a hydrogeologic study already being conducted to include a review of the data gathered at Country Haven and the production of a report to help evaluate the situation.

3. Who conducted the review of the Country Haven data?

Groundwater Management Associates (GMA), a hydrogeologic and engineering firm based in Apex, North Carolina with an office in Greenville, North Carolina. Their primary areas of expertise include evaluation and development of groundwater resources, and assessment and remediation of environmental contamination. Their professional staff has over 225 years of combined experience.

4. Please summarize the report’s findings.

GMA has found that withdrawals from the well field are a contributing factor to the concern in Country Haven. However, the withdrawals are cited as one of several contributing factors that could be leading to the situation. Among the other factors listed are changes to drainage; changes to development patterns (which reduce recharging of the aquifers); drought; and other withdrawals from private drinking, irrigation and golf course irrigation wells.

5. Given these results, what is CFPUA planning to do to address the situation?

To begin with, CFPUA will continue to refine its groundwater management plan to incorporate the information received as part of the Country Haven work, as well as the overall aquifer study. While we are uncertain at this time about the level of correlation between CFPUA’s well field on the situation in Country Haven, we will thoroughly review the report and will consider taking the following actions:

1) Reduce overall withdrawals from the Castle Hayne aquifer;
2) Only use Castle Hayne wells C and I, the two wells closest to the Country Haven subdivision, for maintenance, periods of high demand or emergencies;
3) Redevelop existing wells in the Pee Dee aquifer currently connected to the nano-filtration plant to increase a safe yield;
4) Prepare an environmental assessment and design to connect other existing Pee Dee wells to the nano-filtration plant;
5) Construct raw water mains to existing well sites; and/or
6) Continue to establish an interconnection with the Sweeney Water Filtration Plant to provide for better management of the overall flow of treated water throughout our system.

6. How will this affect water service to CFPUA’s customers?

We do not anticipate any immediate impacts on service under normal operating conditions.

7. Why are the other wells being turned on?

We are uncertain at this time the level of correlation between the withdrawals from the well field and the situation in Country Haven. Partial use of the well field is necessary for proper daily operations and testing.

CFPUA believes that turning on the wells in the western part of the well field, away from the Country Haven subdivision, will help address the concerns of the residents and the issues raised in the report.

8. Will CFPUA continue to monitor the area?

CFPUA will continue to monitor the situation and manage withdrawals from the well field. Information from the completed study later this spring will help us ensure our approach is sustainable and appropriate.

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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 8:00 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) 343-4777. 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) 332-6589 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 the efficient use of water.

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) 332-6566 or e-mail: conserveh2o@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.