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Frequently Asked Questions about Indiana American Water

Billing

When is my bill due?
Your water bill payments are due 17 days after the bill is issued. The due date is shown in the top right corner of the bill.

How can I pay my bill?
Indiana American Water offers – by mail, by phone, online, at a nearby payment location and through our automatic bill payment program. 

How can I get help paying my bill?
Sometimes customers face circumstances that stretch their financial resources. If you cannot pay your bill by the due date, please contact our Customer Service Center immediately, before the due date. Our customer service representatives are available 24 hours a day, 7 days a week at 1.800.492.8373.
When you call, our customer service representatives will work with you on a plan to pay the balance of the bill over time. These payment arrangements require you to:
    • Pay at least 25% of your bill within 48 hours of your call.
    • Pay the rest of the bill, including any applicable late payment charge according to an agreed upon schedule, not to exceed 6 months.
    • Pay all future bills as they become due.
Indiana American Water will create these payment arrangements only with customers who have not broken a similar agreement with us in the past twelve months.

What is the DSIC charge on my bill?
Indiana customers may see a DSIC charge included on their bills. DSIC is our Distribution System Infrastructure System Improvement Charge. The Indiana Legislature, recognizing the critical need for water and wastewater infrastructure replacement, has allowed water utilities to recoup part of their capital expenditures on infrastructure through the DSIC.

Indiana American Water uses the DSIC program to replace aging waterlines more quickly, using a planned, systematic approach. Throughout our system, many of the older water mains are wearing out due to age and corrosion. The resulting water main breaks can cause service interruptions, damage to property and inconvenience to our customers.

DSIC allows Indiana American water to replace these aging water lines more quickly. We use a systematic approach – identifying the replacement projects with good cost/benefit opportunities.
This infrastructure investment helps reduce the number of water main breaks, improve service reliability and fire protection and enhance the integrity of the water system for future generations.

Service

How do I start and stop my water service?
Our Customer Service Center makes it easy for you to start and stop service. Just call three days before you want service to begin and five days before you want service to end. 

Who owns the meter and the water line in my yard?
There are several water system components that connect homes to our water lines. The customer generally owns everything except the water meter itself and the water main in the street or right.of way

Who do I call to get a water line location?
For information about water line locations, always call before you dig at 811 or 1.800.382.5544. Homeowners often make risky assumptions about whether or not they should get their utility lines marked, but every digging job requires a call – even small projects

There’s a water leak in my yard. Who do I call?
Start by calling our Customer Service Center at 800.492.8373. We’ll help you determine if the leak is your responsibility or ours to repair.

There’s a water main break in my street. What causes this? Who do I call?
Please call our Customer Service Center at 1.800.492.8373 to report a water main break. We will send a crew out to repair it as soon as possible.

American Water’s distribution system – the pipes that bring quality water to homes, hydrants and businesses – consists of thousands of miles of pipelines. Many were installed 50 to 100 years ago. Older pipes tend to break when the weather gets cold or when the ground is dry and shifting.

For many years American Water has proactively replaced aging pipelines – prioritizing the replacements based on the cost/benefit opportunities that these projects will provide. We invest in these important projects to make sure that future generations can count on reliable water service.

A water main break caused some damage to my property. Who do I call?
American Water is committed to restoring customers’ lawns in cases where a water main break has caused damage.

It’s important to know that the ground around the repair will need to settle for a period of time before the restoration begins. Allowing time for settling means that the restoration work can be done one time, without having to re.do the work after the ground has settled. You may call our claims department about any damage issues at 314.996.2300

Water Quality

How do I find out about the quality of my drinking water?
Every year American Water issues a Consumer Confidence Report that provides extensive information on drinking water quality. These reports are mailed to all customers before July 1 of each year and can also be found online.

All eligible American Water treatment plants are members of the Partnership for Safe Water. The Partnership is a voluntary initiative developed by the U.S. Environmental Protection Agency (EPA), the American Water Works Association and other water organizations to recognize water suppliers who consistently achieve water treatment standards that surpass EPA regulatory requirements.

Where does my water come from? How is it cleaned?
Water resources differ from community to community. In Richmond, Kokomo and Muncie, your water comes from both surface water and groundwater sources. In Northwest Indiana, Indiana American customers are served by one of the highest quality fresh water sources in the world—Lake Michigan. Groundwater serves as the water source for the remainder of the state of Indiana.

Our water treatment plants are designed to effectively treat different water supplies, so each plant is a little different. However, a simplified drawing of common water treatment processes highlights the step take every day to make sure that high quality water is reliably delivered to homes, businesses and hydrants in the communities that we serve.