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1. What are call back charges?

Call back charges are when metering personnel return to a site for water service. There is a call back charge of $25 assessed.

2. Can I turn my water meter on or off myself?

City water meters can only be turned on or off or serviced by the Metering Division. Tampering with a meter in any way is a misdemeanor and carries a fine. Please call the Revenue and Collections Department at 910 938-5248 with any questions concerning your meter.

3. Can the billing or due date for my utility bill be changed?

Billing and due dates cannot be changed. The city's utility billing system is set up for meters to be read and bills sent out by location.

4. How can I reduce my water use?

Make sure that you don't have any leaks.

• Install low-flow shower heads and faucets. Water conservation kits are available free of charge to City utility customers at City Hall. These kits contain dye tablets to help identify leaking toilets, a low-flow shower head, a toilet tank bag to reduce toilet water usage, and aerators for bathroom and kitchen faucets.


• Practice good water conservation measures.

5. How do I set up water service with the city?

In person at City Hall, 815 New Bridge Street, Jacksonville, North Carolina 28540, or fill out a service request form. Please note that service needs to be set up prior to 2 p.m. to receive same day service. Additional questions? Call 910-938-5248.

6. How far in advance should I request water turn-on or turn-off?

Turn-on should be requested no later than 2 p.m. on the day you want service to start, and turn off should be requested no later than the day before you want the service discontinued.

7. What is the policy on returned checks?

Customers are notified of returned checks and have until 10 a.m. the day following notification to pay in full. A $25 service charge applies for each returned item. Utility services are suspended ($55 charge) for checks not paid when due. Only cash or prepaid items will be accepted as payment for a returned check.

8. What forms of payment does the city accept?

Cash, check, or money orders are accepted forms of payment. All checks are subject to electronic verification. Returned checks are subject to a $25 service charge.


To pay via our IVR system by credit card or check by phone call 910-938-5248. Be prepared to have your utility account number, checking account routing code, and checking account number ready. We accept both debit and credit cards having a Visa or Mastercard logo by telephone or in person.


Utility Billing also offers convenient Automatic Bank Draft. Just create an account in our Online Customer Portal and set up your monthly draft and payment date. Enroll here Auto Pay.

Paying with Credit or bank draft? You can pay online.


For customer convenience there is an after-hours drop box located beside the drive up window at City Hall. Dropped off payments will be credited at opening the next business day. Please, do not put cash in the night drop.

9. What is the Stormwater Runoff Fee that appears on my bill?

This fee was established to help fund the cost of permits mandated by the state. As rainwater flows through the city’s storm drainage pipes and ditches, the water picks up various pollutants, such as:

• Motor oils, gasoline, and chemicals on our driveways, streets, and parking lots


• Fertilizers, herbicides, and pesticides on our lawns and gardens


• Paint, cleaners, and household hazardous waste that are poured into storm drains


• Mud and debris from construction sites, stream bank erosion, and other bare areas

Through the Clean Water Act, the U.S. Environmental Protection Agency (EPA) has recently begun regulating the quality of stormwater runoff. New EPA stormwater regulations (known as Phase II regulations) required Jacksonville to apply for a permit in March 2003 to manage stormwater runoff.

10. What is the average utility bill?

An average bill based on 5,000 gallons consumption on a 5/8" meter would be $92.97. Services included in your bill are water, sewer, sanitation, and stormwater. Billing is done monthly. Minimum bill of $70.07 applies (no usage) for a 5/8" meter. Base charges increase with meter size. A 10% late charge is applied to the unpaid balance 10 days after the due date.


Payment must be received by 2 p.m. to get same day credit. Previous balances are due 10 days from the last billing date to prevent suspension. In the event utility services are suspended for non-payment, a suspension fee is charged. The total past due bill plus the $55.00 suspension fee is due before service will be restored.

11. What other water providers are there in the Jacksonville area?

Most areas of the city have city water service; however, there are some limited areas which are served by one of the following:


ONWASA
232 Georgetown Road
Jacksonville, NC 28540
Ph: 910-455-0722


Scientific Water Co.
112 Scientific Lane
Jacksonville, NC 28540
Ph: 910-455-3743


Mercer Environmental
1117 Gum Branch Road
Jacksonville, NC 28540
Ph: 910-455-2787


Check with your rental or real estate agent to find out which service is provided in your area.

12. What should I do if I suspect a leak or broken water line?

During business hours, please call 910-938-5248. After business hours, call 910-938-5249. Utilities will send somebody out to check the water lines.

If the leak or break is on the city side of the line it will be fixed by city employees. If a leak is located after the water passes through the meter, it is the responsibility of the customer to have the leak repaired.

After having the leak repaired, call us so that we can verify that there are no more leaks and we will make an adjustment to lower the sewer portion of your bill.

13. When is my bill due?

Current charges are due 20 days after the date of the bill. If there is a previous balance, you will have 10 days from the current billing date to pay the previous bill to avoid the account from being suspended. There may be a suspension fee assessed with nonpayment.

14. Where do I call for an after-hours emergency?

After working hours or during holidays, water and sewer emergencies can be reported by calling 910-938-5234. Emergency reconnects need to be called in by 7 p.m. There is a an additional fee of $55 for emergency reconnect.

15. Who do I call concerning garbage and/or recycling pickup schedules?

Learn about Sanitation or call 910-938-5337 or email.


Garbage is picked up once a week in the city. Items to be recycled are picked up once a week. Changes in the pick-up schedule due to holidays or weather emergencies are published in the Jacksonville Daily News. If you have any questions about billing for these services, call 910-938-5248.