Customer Service - Frequently Asked
Questions
201 N. Stone, 5th Floor
Tucson, Arizona 85701
(520) 740-6609
Email: wastewatercs@wwm.pima.gov
Office Hours: Monday thru Friday, 7:30 a.m. to 5:00 p.m.
Phone Hours: Monday thru Friday, 7:30 a.m. to 4:30 p.m.
Billing address:
City of Tucson
Billing Statement
P.O. Box 28804
Tucson, AZ 85726-8804
How do I pay my sewer bill?
Pima County contracts with four different water providers to bill for sewer use. The City of Tucson Water Department is the billing provider for about 75% of our customers. Oro Valley Water, Metropolitan Water District and Town of Marana Water are the other providers. How to submit payment depends on which water provider you use.
If your monthly bill is from Tucson Water on a Utility Services Statement, payments may be sent to: Tucson Water, PO Box 28804, Tucson AZ 85726-8804. Information on other options to pay (such as online, over the phone or automatic payment) are available on Tucson Water’s webpage.
If you are billed for sewer along with your water bill from Oro Valley Water, Metropolitan Water District or Town of Marana Water, you may make the payment with your water bill. Additional payment options for these billing providers may be found at their webpages: Oro Valley Water, Metropolitan Water District, and Town of Marana Water.
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How is my sewer bill calculated?
The sewer bill is based on an average water usage taken from the
months of December, January, and February. We calculate the new
sewer fees based on the winter water use each July. (See next question also.) If there is
no winter water use recorded then the class average is applied to
the account until there is an established winter water use.
Ordinance 2004-11, 13.24.030 A, B, and C Fee Calculation (Title
13 of the Pima County Code)
Why are December, January, and
February the months that are used as the basis for the sewer billing?
We use December, January, and February, because they are traditionally
the lowest months of water usage during the year. If those months
are not the lowest months of usage for the customer then we allow
for an appeal to be filed.
How can I appeal my sewer bill?
The sewer fees are recalculated every July. We send an insert with
the July bill to remind our customers that there is a sixty-day
period to apply for an appeal. If December, January, and February are not
the three lowest consecutive months of water usage in the fiscal
year (July 1 through June 30) then submit an appeal using our online form. Appeals can also be mailed, faxed, or emailed; instructions can be found on the online form.
Ordinance 2004-11, 13.24.120 A Protest and
Review (Title
13 of the Pima County Code)
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Who can explain why my sewer rate went up?
The Customer Service section of RWRD is available to explain the rate increase and reasons for the increase. The number is 740-6609 and the hours of operation are 7:30 a.m. to 4:30 p.m., Monday through Friday.
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Is there a low-income subsidy program for sewer bills?
Effective July 1, 2007, a low-income subsidy program was authorized by the Pima County Board of Supervisors in response to concerns about the ability of low-income residents to pay increasing sewer rates.
See Sewer Outreach Subsidy Program
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Why is my sewer bill higher than my water bill?
The charge for sewer per gallon cannot be equated to the charge for water per gallon. The cost of delivering, treating, and processing for reclaimed purposes is not equal to pumping and treating ground water. In Pima County there are many water companies delivering water and each one charges a different amount per gallon. Each water company has a small service area to deliver water to, whereas Pima County Regional Wastewater Reclamation is providing service to the majority of Pima County and part of southern Pinal County.
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What do most people pay for the sewer?
Based on the yearly calculation of winter
averages in a group or category, the average resident uses 7,480
gallons of water (10 ccf) per month at a cost of $27.25 per month (based on the rate in effect March 20, 2009 - please check with PCRWRD for current rates).
Ordinance 2004-11, 13.24.030 A Fee Calculation (Title 13 of
the Pima County Code)
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Do I have to pay for sewer when
I am not in residence in Tucson for longer than a month?
No. If you are gone for longer than a month, as our winter visitors
are, contact us with the dates of your absence and we will
bill for the Monthly Service Fee only. Use our online form or contact us at (520) 740-6609.
For example, if you are gone
from April to October, your bill will be $8.32 per month while
you are gone (based on the rate in effect March 20, 2009 - please check with PCRWRD for current rates). When you are in residence again, the bill will be
based on your established winter usage.
Ordinance 2004-11, 13.24.120, D Protest and Review (Title 13
of the Pima County Code)
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How can I get information about my sewer connection?
Sewer connections can now be searched online using our database at Online Design Services/ Connection Records. If you can't locate your record, you can make a request for information using the Request for Verification of Sewer Connection form found in our Forms section;
this can be faxed or delivered to the PCRWRD Maps and Records office. Staff will then access
the database and research whether a house is connected. Sometimes a dye test is needed to verify connection (see below).
Records of clean-out locations are also available by fax or phone. (Information about clean-out locations is currently under construction in the online database.) Most questions can be answered by phone.
PCRWRD Maps and Records can be reached at:
201 N. Stone Avenue, 5th floor
Tucson, Arizona 85701-1207
Phone: (520) 740-6602
Fax: (520) 798-3229
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Why do I need a dye test?
A dye test is needed to verify connection to the sanitary sewer
system. Occasionally there is no record of a finalized sewer permit
on file, because the permit was not recorded, not obtained, or not
inspected.
Many lenders require proof of connection to the sewer. Without
a finalized permit on file with Pima County a dye test is the only
other form of proof.
Ordinance 2004-11, 13.24.090, B, 3 Billing (Title 13 of the
Pima County Code)
How much does a dye test cost?
A dye test costs $80 and if there is more
than one unit to be tested at the same time each additional unit
is $20. For example, a duplex would cost $100 if the owner decided
to test each unit.
Ordinance 2004-11, 13.24.090, B, 4 Billing (Title 13 of the
Pima County Code)
How long does it take to get a
dye test?
We ask that you give us two weeks leeway to get the dye test set
up and performed. Our schedule is dependent on operations workload
and emergencies come first.
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