Customer Services

Customers can help reduce the need for future rate increases. One of the best things customers can do is use water responsibly and, during the summer, water only on their assigned days. This allows the water system to be used more efficiently and helps TMWA avoid construction of costly new water facilities, which would have to be staffed and maintained. In addition, the more customers help themselves, the more TMWA saves. Fewer phone calls to our office, for example, can reduce our customer service costs and help keep rates lower. We certainly want customers to contact us when they need to, but to consider other options before they pick up the phone. Many questions can be answered with a visit to our website or by reading the inserts and messages that accompany our monthly billing statements.

Since TMWA is a not-for-profit organization, the timely payment of water bills is also critical. People who don't pay their water bills only shift their responsibilities to customers that do pay their bills. Supporting TMWA's ability to collect on delinquent bills will help us avoid raising rates to cover bad debt expenses in the future.

As long as you have acceptable credit history, payment arrangements can be made by calling 834-8080, option 2.

Yes. Like some of the other local utilities, we have contracted with Western Union to offer this service at local grocery stores and several convenience stores. Click here for a list of store locations. To make this service even more convenient for our customers, we have asked Western Union to continue actively pursing other stores in our area. There is a $.75 Western Union charge for this service. Please note that customers must have their bill with them in order to in order to make a payment.

Yes! Click here for more information.

Yes, we do have a drop box on the west side of our offices at 1355 Capital Blvd.

First, refer to your copy of the Truckee Meadows Water Authority's 2008 Water Quality Report. This report describes what has been found in each water source as well as their concentrations. Typically, TMWA does not test the water from individual homes. We sample our water production wells and treatment facilities regularly and every month we take over 150 samples monthly scattered across our distribution system for microbial activity. We report these sampling results to the Washoe County Health Department as well as the State of Nevada. If you wish to sample your own water for your own information, you may wish to contact the Nevada State Health Lab at 688-1335 or check your local yellow pages for analytical laboratories that test water and make sure they are a state-certified water testing laboratory. Describe what you are interested in sampling and they will give you a price for analyzing your water as well as the sampling protocol.

All drinking water contains some level of contaminants either man-made or naturally-occurring. However, these contaminants are regulated by the United States Environmental Protection Agency, the State of Nevada, and the Washoe County Health Department and kept at levels that are not considered a health risk. Many times a contaminant may be thought of to be very dangerous, but typically it’s not conveyed that one would have to consume hundreds or thousands of gallons of drinking water a day to get sick. If you wish to get more information about contaminants or health risks regarding water, you may check the EPA’s Drinking Water homepage at www.epa.gov/ogwdw or you may contact the Safe Drinking Water Hotline at 1-800-426-4791.

All water quality data is available free of charge upon customer request. Truckee Meadows Water Authority sends this data to local and state health departments in a monthly report that is also available to customers upon request. Truckee Meadows Water Authority has an open door policy on all water quality issues, and customers are encouraged to view any aspect of our water purification system. Click here for our latest water quality report.

In 2000, our average flat rate customer used over 320,000 gallons of water per year. In comparison, our average metered customer used only about 175,000 gallons.

The staff at Truckee Meadows Water Authority (TMWA) would like to remind you that if you are moving, it is your responsibility to notify us to terminate the water service at your current place of residence. Please give us five days notice in advance of your desired termination date. Customers are responsible for all charges to the account until service is terminated. To request a transfer or termination of service, please contact us either via phone at 834-8080 and choose option 2 or visit My Account. At the time of the request, you must provide us with a mailing address to which the final bill will be mailed.

TMWA typically does not test individual homes for hardness concentrations. Your water's hardness varies considerably depending upon whether or not you live near a prodution well and what time of year it is. In the summer you could be getting a blend of surface and well water. In the fall and winter you're receiving mostly treated surface water which would have a typical hardness between 3 to 4 grains (50 mg/L to 68 mg/L).

No. New developments must acquire water rights from a willing seller. In most cases, this water is being obtained by moving it from agricultural to municipal use; however, this does not increase or decrease the total amount of water used. The supply remains fixed. For more informations, click here to view the Growth issue paper.

There are several reasons that may cause your water to turn brown or rust-colored. When the fire department flushes the fire hydrants, they test for sufficient pressure and flow to ensure fire protection. A large volume of water is blasted through the hydrant at very high speeds, scouring the water main. This scouring action disrupts the water main and any sediment that may have accumulated over the years becomes suspended in the water. The dirty water should go away soon after re-settling and you will have to flush your cold water faucets to evacuate the dirty water and bring fresh water into your water lines. Occasionally, changes in system pressure or a modification to valving in your area may cause discolored water until any sediment re-settles.

Sometimes, pressure changes or flushing may be going on in your area without your knowledge and it may cause a temporary change in the taste or odor of your water. It is best to flush the cold water line in your bathtub for 15 to 20 minutes to get fresh water from the water main into your house. If this does not take care of your taste or odor problem, a flush crew from TMWA may have to be called out to flush the entire water main, especially if you’re in a cul-de-sac or at a dead-end of the water main. House flushing should be attempted first since flushing the entire water main unnecessarily not only takes a lot of water but also may temporarily stir up the water main for others as well. However, flushing the water main will not fix any problems due to household plumbing issues or piping issues.

Customer Charge
For metered customers, the monthly customer charge is the minimum amount a customer pays for water service. It includes a portion of the costs to maintain and replace the meter and TMWA-owned pipes to each property, and the cost of equipment and labor to read the meter, process the meter reading, process payments, and provide any customer billing assistance.

Tiered Water Charges
For metered customers, this is the cost for the water you use each month; it is tiered to encourage conservation. The first tier reflects the average winter use. The second and third tiers are higher rates for any monthly usage over-and-above that amount. The usage charge includes a portion of the costs TMWA incurred to build the size of pipes, treatment plants, wells, pumps, regulator stations, and all equipment required to produce and transport water. It also includes all the equipment and labor to produce potable water, such as chemicals, lab testing, pumping and maintaining the water treatment plants.

Regional Water Management Fee
This fee is imposed by Washoe County to be expended solely for purposes of water planning. The fee is currently 1.5% of your total bill. TMWA has no control or discretion over this fee — it is a charge collected by TMWA and passed on to the local government.

Right of Way Toll
The Right of Way Toll (or franchise fee) is a fee charged to utilities and telecommunication companies for the right to use property owned by the government, for example, streets. For Reno residents, the standard fee is 2%. For Sparks residents, the standard fee is 5%. If you are a Washoe County resident outside of the cities of Reno and Sparks, you will not have this fee. TMWA has no control or discretion over this fee — it is a charge collected by TMWA and passed on to the local government.

The Rules of the Authority govern how business is conducted by specifying:

• Conditions under which water will be delivered.
• Application requirements for people requesting to receive water from the Authority.
• The procedure for a customer to discontinue receiving water.
• Rights of the Authority to terminate delivery of water.
• Circumstances and procedure to restore delivery of water.
• Information to be furnished by the Authority regarding billing for payment for the delivery of water.
• Procedures for estimation of bills and proration of bills.
• Customer responsibility for payment of bill and procedures for adjustments.
• Application process for developers or builders of projects that require new or modified water system facilities.
• Cost responsibilities for new or modified facilities.
• Definition of ownership and access to Authority facilities.
• Water resources required to be dedicated to obtain a will-serve letter.
• Dispute resolution procedure.
• Retail and Wholesale service boundaries of the Authority.

Please click here for a complete list of Water Rules.

The water saved through responsible water use does not go to serve growth. It is either saved in upstream reservoirs or diverted to underground storage for use by existing customers during dry periods, or it goes downstream for use by other water users who rely on the Truckee River for their water supplies. An added bonus to saving water is it reduces TMWA's water production costs, which, in turn, can contribute to lower water rates. For more information on this topic, please refer to the Growth issue paper.

Find out if TMWA is your water provider by locating your street on our interactive Service Territory Map. If you are located within the indicated boundary, you are a TMWA customer. If you are not located within the TMWA Service Territory, your water may be provided by one of the other local water agencies.

The Right of Way Toll (or franchise fee) is a pass-through fee imposed by a local government entity on utility and cable television companies for the right to have utility infrastructure located within the entity’s streets, roads and alleys. TMWA has no control or discretion over this fee. For Reno customers, the fee is 2 percent of your water charge and for Sparks customers, the fee is 5 percent of your water charge.

This fee is imposed by Washoe County to be expended solely for purposes of water planning. TMWA has no control or discretion over this fee. It is a pass-through charge.

There are many sources that describe methods of drinking water disinfection or procedures in the event of an emergency. Typically, in the event of a crisis, the Washoe County Health Department will provide direction upon preferred methods of disinfection or any action that is necessary. Additional sources of information regarding emergency disinfection can be found through the EPA’s Office of Ground Water and Drinking Water at www.epa.gov/safewater/faq/emerg.html.

Current rules are available at www.tmh2o.com/customer_services/waterrules/, or from our Corporate Office on request.

There are numerous reasons for an increased water bill. We have provided detailed information on the High Bill Help area in the My Account area. On this page you can also submit a request for TMWA personnel to contact you about this issue. Click here to learn more about water rates.

Many of the water mains are very old with some more than 50 years old. Over a period of time, particulates accumulate in the pipe and will get stirred up by flushing, pressure fluctuations, or valving. When dirty water is noticed and any flushing in the area has been completed, it is best to run the cold water in your bathtub for 15 to 20 minutes to get fresh water into your house and to move the dirty water out of your pipes.

No. Water meters will be available free of charge to any current flat-rate water customer. For more information on water meters, please see our Meter Retrofit section.