FAQ

To serve you better, we've assembled a list of our customers' most frequently asked questions. If you don't find your answer here, please contact us.  We value and welcome your feedback.

Auto Pay Questions:

  1. What is Auto Pay?

  2. Does Auto Pay cost anything?

Billing Questions:

3. Is my water bill late if I don't pay it by the 1st of the month?

4. Does everyone in the district pay the same water rates?

5. When is my bill generated and when should I expect to see it in my mailbox or email?

6. What happens if the bill isn’t paid and who is ultimately responsible for the bills?

7. Why do I have a previous balance when I know I sent in my payment?

8. What is the best way for homeowners to handle the water bill on a rental/lease home?

9. What happens if I don’t use any water and I don’t want to pay any more bills?

Locked Meter Questions:

10. What should I do if my meter has been locked?

11. Can I pay a field technician if he came to shut my water off?

12. How can I get my meter unlocked if it is after office hours?

      12. a.  If I make a future payment or pay my bill near the day you lock meters, do I need to notify you of my payment or do you automatically know?

Meter Reading Questions

13. When is my meter read?

14. How is my meter read by RWD 3?

15. Do I still have to read my own meter?

16. How do I read my meter?

New Service & Transfer Questions:

17. How do I set up new service or transfer service?

Online Questions:

18. Are credit cards accepted for payment?

19. Is my Debit card considered a check or credit card?

20. Are checks accepted for payment?

21. If I have more than one account, can I pay for them all in one payment?

22. What is the Online Bill Payment Service?

23. Is online bill payment free?

24. Is the Online Bill Payment & Auto Pay Service secure?

25. How do I update my email address or other personal information?

26. Whom do I contact if I have questions about my Online Bill Payment or Auto Pay?

27. Can a renter and owner be registered on the same online account?

28. Is it possible for a renter or owner to receive a paper bill but the other wants to go paperless, (e-bill)?

Water Service Questions:

29. Why did I receive a bill for $18.50, the minimum, when I know I used more water?

30. How could I have used this much water?

31. What do I do if I am experiencing low pressure?

32. What do I do if I am experiencing high pressure?

33. What should I do if I have a leak?

34. Why is my water discolored?

35. What chemicals does our utility district add to the water?

36. My water tastes, looks and smells funny. Is it safe to drink?

37. Why does debris come out of the faucet when running hot water?

38. Why is my water cloudy white and/or have bubbles in it?

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1.  What is AutoPay?

  1. There are now 2 ways to set up Auto Pay.

    1. You may set it up yourself when you log into your account.  It now has the option to set up a recurring payment for the amount due each month.  **Be sure to set up any AutoPay payments before the 10th of the month.                                                            
    2. To enroll in AutoPay through us, you must first fill out the "Enrollment Form".  (Filling out the Enrollment Form for Auto Pay is separate from Registering your account).  It is deducted from your checking or savings account only, and is withdrawn on the 10th of every month.                           **Do NOT enroll in both!!!         (Back to top)

2.  Does AutoPay cost anything?

No. Both methods are totally free!             (Back to top)

3.  Is my water bill late if I don't pay it by the 1st of the month?

As long as the bill is paid before the 11th of the month it is not late.  You may pay your bill from the time you receive the bill, to the 10th of the month. The bills are, however, late after the 10th.  Anything that is not RECEIVED IN THE OFFICE by the 10th of the month will be late and be assessed a 10% late fee.

  (Back to top)

4. Does everyone in the district pay the same water rates?

YES.  We have an ascending rate scale, which means, water prices increase with the amount of water you use.  View the rate charts here...      (Back to top)

5. When is my bill generated and when should I expect to see it in my mailbox or email?

The bills are typically generated as soon as we complete reviewing readings to ensure that the most accurate information is properly recorded.  We try to generate the bills between the 15th and 19th of the month, depending on holidays, weekends, or unforeseen delays.  It would be safe to say, if you haven’t received your paper bill or email for e-bills by the 24th day of the month, something is amiss. Customers sometimes say they didn’t receive their bills. We have a log of every bill sent or emailed and we, of course, have no control after it leaves us.  If you receive e-bills, please check your spam/junk folder.

When you receive your email, stating that your e-bill is ready for viewing, please OPEN & VIEW it. We frequently insert important notices and information that may be pertinent to you. Any notices of potential shut off, due to nonpayment, will be included in the statement and failure to view your bill does not exempt you from lock fees.      

**We are constantly reviewing the reading and billing process to improve the system. The dates above are subject to change.       (Back to top)

6. What happens if the bill isn’t paid and who is ultimately responsible for the bills?

The following is according to RWD 3 Rogers County By-Laws:                  

ARTICLE 6:

 SECTION 4:  Benefit units shall follow the title of the land unless the owner of the land designates otherwise.  Owners may transfer benefit units from one tract of land to another tract owned by them within the District, subject, however, to the approval of the Board.  No transfer in ownership of benefit units shall be permitted without the approval of the Board.  No transfer will be approved unless all charges against the benefit unit are paid.  All transfers when approved shall be recorded in the books of the District.       

            SECTION 6:  Failure to pay the minimum monthly meter charge, or failure to pay for water used through a meter shall constitute a forfeiture of the benefit unit on behalf of which such failure occurs:  Provided, that such benefit unit shall be reinstated if within three (3) months after such failure all back charges are paid in full, plus 10% interest and reasonable labor charges necessary to effect such reconnections.  Provided, further, that the Board may permit such  reinstatement within six (6) months after such failure upon payment of all back charges, plus 10% interest, and reasonable labor charges necessary to effect such reconnection:  Provided, further, that if the defaulting water subscriber is a tenant, the time set out above shall not commence to run until the Secretary of the District has mailed or caused to be mailed, by registered or certified mail notice of such default of the tenant to the landowner at his last known address as shown on the books of the District.       (Back to top)

7. Why do I have a previous balance when I know I sent in my payment?

We may have received it after the bills were created or we may not have received it at all. Call our office and we will help you solve the problem.      (Back to top)

8. What is the best way for homeowners to handle the water bill on a rental/lease home?

The safest way for the landowner is to pay the water bill themselves and charge the renter/leaser for it along with the rental payment.

The landowner is able to make sure the bill is paid and able to monitor leaks, etc.          (Back to top)

9. What happens if I don’t use any water and I don’t want to pay any more bills?

All benefits in the District are due the current minimum payment every month.  After 6 months of nonpayment your meter will be forfeited and ownership will revert back to the District.  If a meter has been forfeited a new meter must be purchased at the current price.             (Back to top)

 

10. What should I do if my meter has been locked?

Please contact a customer service representative. Our contact information can be found on the Contact Us page.    (Back to top)

11. Can I pay a field technician if he came to shut my water off?

RWD 3 will NEVER collect money outside of the office.  When paying online, make sure you use our official website or using the phone number provided on the PayStation log in page, to pay your bill. 

Be sure to contact the office during office hours, upon paying, so we may reconnect your service.

If you have any concerns, don't hesitate to check with the office.       (Back to top)

12. How can I get my meter unlocked if it is after office hours?

No meters are unlocked after 3:30 p.m. If the meter has been locked you must pay by cash or debit/credit card, we can not accept checks. If it is after hours, you must call the office as early as possible the next business day and pay the bill in full, including all fees and penalties.  You will then be put on the list to be unlocked in the order your call was received.          (Back to top 

  12.a  If I make a future payment or pay my bill near the day you               lock meters, do I need to notify you of my payment or do   you automatically know?

                 You MUST notify the office of any future payment  that you make to prevent your meter from being locked, or payments made on the day that your meter is scheduled to be locked.        (Back to top)

13. When is my meter read?

At this time, the meters are typically read on the 1st day of the month.  If the 1st or 2nd falls on a holiday or weekend the meters are read the 1st business day following. At this time, it takes approximately 2 to 5 days to complete the reading process. We are constantly evaluating ways and equipment to improve this process.          (Back to top)

14. How is my meter read by RWD 3?

We now have auto-read meters, (AMR), installed in the entire district.  The meters are read by a drive-by system.  There is an antenna, (ERT), in your meter box that records and sends the reading to the radios. The meter continues to monitor the water usage, as it always has, but if the wires or ERT is disturbed, it may not send the reading properly.  If that happens, as soon as we discover it, we visually read the meter.  None of that affects the meter from properly monitoring the water usage.

If at any time you question your reading, we encourage you to read your meter and contact us with any discrepancies. That is beneficial for you and a great help to us.              (Back to top)

15. Do I still have to read my own meter?

No. We have the entire district on auto-read meters now.           (Back to top)

16.  How do I read my meter?

Read the black numbers on the white background, reading from left to right.  Do NOT include the last numbers, which are the white numbers on black background.          (Back to top)

17. How do I set up new service or transfer service?

NEW SERVICE:

  • Provide legal description to determine if water is available
  • Copy of your deed
  • Payment of the current price, (If a road bore is required, there will be an additional charge)
  • Completed application

Please allow 3-5 weeks for standard installation – 6-8 weeks if a road bore is required.

TRANSFER:

Seller:

  • Contact office with the closing date for final bill and sign the assignment form

Buyer:

  • Copy of the deed, (closing packet will contain the deed)
  • Transfer fee
  • Completed paperwork 

(Back to top)

18. Are credit cards accepted for payment?

Yes. Credit cards are accepted as payment. We accept Visa, MasterCard, American Express and Discover.  Debit cards are considered and treated just like a 'credit card'.  Simply choose this payment method when paying your bill online.          (Back to top)

19.  Is my Debit card considered a check or credit card?

Your debit card is considered a credit card and it is treated as such.          (Back to top)

20.  Are checks accepted for payment?

Yes. if your meter is not due to be locked. If your meter is locked, we can only accept debit/credit card, money order or cash payments.        (Back to top)

21.  If I have more than one account, or owe for more than 1 month's bill, can I pay for them all in one payment?

YES.  When you access your online payment profile you will see all of your accounts and amounts due on each one.  You may then enter whatever amount you want to pay on each account and make one payment.        (Back to top)

22. What is the Online Bill Payment Service?

Our Online Bill Payment Service allows you the convenience of paying your utility bill online, by credit card, debit card or electronic check, without the hassle of envelopes, checks, and stamps. All payments are secure and encrypted for your protection.           (Back to top)

23.  Is online bill payment free?

YES.  ALL online services are free!          (Back to top)

24.  Is the Online Bill Payment & Auto Pay Service secure?

Yes.  There are several methods used to ensure that your account information is secure:

  • Sign-in ID and Password:
  • Your username and password are unique identifiers that only you know. As long as your username and password isn’t shared with anyone, no one can sign in as you.
  • SSL: We use SSL (secure sockets layer), which ensures that your connection and information are secure from outside inspection.
  • Encryption: We use 40-bit or 128-bit encryption (whichever your browser supports) to make your information unreadable as it passes over the Internet.         (Back to top)

25.  How do I update my email address or other personal information?

You can go to your payment profile and change whatever you need to change or you may contact the office.              (Back to top)

26.  Whom do I contact if I have questions about my Online Bill Payment or Auto Pay?

Please contact a customer service representative. Our contact information can be found on the Contact Us page.        (Back to top)

27. Can a renter and owner be registered on the same online account?

Yes. There can be multiple profiles set up on a single account.  Each profile is private and does not integrate personal information, e.g., One can not view the others payment profiles, etc.       (Back to top)

28.  Is it possible for a renter or owner to receive a paper bill but the other wants to go paperless, (e-bill)?

No.  If one signs up to go paperless, (e-bills), it blocks our billing software from creating a statement for all profiles in that account.       (Back to top)

29. Why did I receive a bill for $18.50, the minimum, when I know I used more water?

There are many reasons that could have happened. It may be something as simple as the ERT not sending the reading to the equipment. If this has occurred, please call the office immediately.             (Back to top)

30. How could I have used this much water?

You are welcome to check your meter reading anytime, for yourself.  If you do, please do not disturb any of the wiring in the meter box.  If the wires are disturbed it does not affect the meter registering your usage, it interferes with the antenna sending the reading and could cause you to have several months of usage on one month's bill, which would cause the amount due to be thrown into a higher rate.

If your reading is correct, there are many reasons, such as; There may have been more days between readings than usual, (please check your bill for reading days), you could possibly have a leaky toilet or faucet that's difficult to detect, your sprinkler system may have a problem or using more water than you realized, you may have had company or children home from college, and forgot to figure the extra amount of water usage. These are just a few of the factors that we have seen but there are many more. Please visit this site for more information.

Call the office and we'll work with you to solve the problem.          (Back to top)

31. What do I do if I am experiencing low pressure?

Check your meter and the surrounding area for possible leaks. Next, call our office and report low pressure for your area.           (Back to top)

32. What do I do if I am experiencing high pressure?

The paperwork, at the time of new service and/or transfer, suggest that everyone install a pressure regulator.  If one was installed you need to adjust it to lessen your pressure.  If you don't have one installed, it is highly recommended you do so.        (Back to top)

33. What should I do if I have a leak?

Make sure nothing is running water in your home and check the leak detector on your meter. If you are not sure how to do that, check your meter reading, make sure no water is running for at least a couple of hours and re-check your meter reading. If your meter registers more water, it is advisable to call a plumber.        (Back to top)

34.  Why is my water discolored?

There is nothing wrong with your water, it is perfectly safe.  A repair could have been completed recently allowing air to enter the line, causing the milky look. If you let it set for a short time it will clear.       (Back to top)

35. What chemicals does our utility district add to the water?

Only chemicals that are approved by the National Safety Foundation for treatment of drinking water.   

At our Tacora Water Treatment Plant, the chemicals we use consist of; aluminum chlorhydrate (a coagulent), sodium permanganate (an oxidizer), chlorine (a disinfectant), aluminum sulfate (a filter aid).

The water we purchase from Tulsa is treated with similar chemicals. It may also contain some ammonia and fluoride.      (Back to top)

36.  My water tastes, looks, and smells funny. Is it safe to drink?

All public water systems are required to maintain a minimum chlorine level of 0.2 mg/L (tested at the end of each line) by state law. Systems that use chloramine as a disinfectant must maintain a level of 0.5 mg/L by state law. Our disinfectant levels are tested daily to ensure safety.        (Back to top)

37.  Why does debris come out of the faucet when running hot water?

Most likely your water heater needs to be flushed. CAUTION: Most manufacturers recommend hiring a professional to flush your water heater. If you plan on doing this yourself, read the owner's manual to keep from being hurt and or damaging the water heater.          (Back to top)

38.  Why is my water cloudy white and/or have bubbles in it?

There is nothing wrong with your water, it is perfectly safe.  It is air/oxygen in the water and if you let it set for a short time it will clear.     (Back to top)