Customer Service

Customer Notices

Please click here to receive an e-mail or text message via MyUtilityConnect when we issue updates regarding your water service. 

Do you have a pool or an outdoor sprinkler system? If so, consider having a Deduct Meter installed! You can contact our Customer Service Center at (877) 294-8890.

Apr 15, 2021
The Commission's Rules and Regulation are provided below.
 
15. DEDUCT METERS.
 
A. If a residential, commercial, industrial, or governmental customer believes that a significant volume of metered water is not discharged to the wastewater facilities, said user can, at its own expense and with approval from the Company, install such additional meters, metered services, or building sewer flow meters as required to establish the volume of metered water not discharged to the wastewater facilities or the actual volume of wastewater discharged to the wastewater facilities. Metered water that is not discharged to the wastewater facilities shall not be subject to sewer service charges.
 
B. All requests to install additional water meters, meter services, or building sewer meters shall be made in writing to the Company. The request shall clearly state the reasons why the customer believes these facilities are needed and shall include a detailed description of the facilities proposed. No water meters, meter services, or building sewer meters may be installed without written approval from the Company.
 
C. All building sewer meters shall be installed by a licensed plumber while a representative of the Company is present to observe and inspect said installation. Only Company-approved building sewer meters will be allowed. All deduct water meters and meter couplings shall be furnished by the Company. All costs for the installation of the meters shall be at the expense of the customer requiring the meter.
 
D. Backflow prevention device required. All buildings connected to the Company's private water supply shall be equipped with backflow prevention devices, as designated by the Company's representative. All such devices shall meet the State of Indiana requirements and shall be installed within 30 days of written notice to the owner of such property to correct such deficiency. In addition, there shall be a backflow device installed when there is a deduct meter installed. The type of device is determined by Indiana State Plumbing codes; at a minimum, the device will need to be a testable device. The costs for this device, installation, and annual testing shall be borne by the customer.

Water Meter Exchange Notifications

Mar 31, 2021
Dear Customers:
We recently sent a letter to specific customers notifying them that their water meter needs to be replaced. If you did not receive a letter regarding your meter, you are not impacted, and no further action is required.

Notice sent to specific customers:
It has come to our attention that your water meter is no longer functioning correctly. When working correctly, the water meter sends a signal with your monthly consumption to our billing system. However, when the meter fails to send the proper signal to our billing system, we need to estimate your monthly water usage. Since we have been unable to get a read, your bill has been estimated for the last few months. We will be replacing your meter in the near future, but first, we ask that you please take a picture of the top of your meter with the lid open and send that picture, along with your account number and address, to our billing team at IndianaMeters@uiwater.com. The water meter will be located closest to where the waterline enters your home (e.g., basement, utility room, closet, or under a staircase). An example of a water meter is provided below:

Due to Company restrictions and policies regarding COVID-19, our employees will not be entering your residence. However, we contracted with Art Miller Plumbing & Heating Company to perform meter changeouts. The representative from Art Miller Plumbing & Heating will wear all the necessary Personal Protection Equipment and will need access to the area inside your home where the meter is located. The Art Miller Plumbing & Heating staff will adhere to all COVID-19 safety-related precautions while at your residence, including social distancing and face coverings.

A representative from Art Miller Plumbing & Heating will contact you in the next few weeks to schedule an appointment. The meter replacement may take up to an hour to complete, and there is no charge for this service. While the meter is being exchanged, which should take approximately one hour, your water service will be temporarily interrupted. 

We thank you in advance for your cooperation and assistance. Please contact our customer service department at 877-294-8890 if you have any questions.

 


Customer feedback on water treatment process regarding fluoride

Feb 24, 2021
Dear Customer:
As your community water service provider, we are looking for feedback directly from you! We are considering a change in our water treatment process and want your help. Community Utilities of Indiana, Inc. (CUII) has historically added fluoride into the drinking water supply during our water treatment process, but discontinued fluoride addition in May 2020. We are seeking input from customers on whether to reinstate fluoride addition or not. Fluoride is a naturally occurring mineral and is naturally present in the water we pump from the ground in low concentrations (approximately 0.4 mg/L). Historically, we have increased the concentration to approximately 0.7 mg/L, which is the concentration recommended by the United States Department of Health and Human Services. We would like you to complete a very brief survey so we can consider your feedback prior to making a change to our treatment process.
Please complete the brief survey by typing this address into your web browser–https://cutt.ly/Twin-Lakes-survey. You will be prompted to enter your ten-digit account number and then asked your opinion on the issue.
Please note that survey participation will be closed April 15, 2021and only one survey per account will be accepted.
Thanks for your help! It is greatly appreciated!

Revised Water Tracker to Impact Rates

Jan 01, 2020
Community Utilities of Indiana, Inc. (“CUII” hereby provides notice that it is seeking approval from the Indiana Utility Regulatory Commission (“Commission”) of a revised water tracker, to be applicable to its former Indiana Water Service, Inc. service area. 

The amount of the water tracker is -$0.14 per 1,000 gallons.  The rate change is based solely on the change in the cost of water purchased by CUIII from Indiana American Water Company. 

The rate change will apply to the next practical consumption period following final approval by the Commission, in accordance with IC 8-1-2-42.  This is a wholesale water cost tracker that is applicable to all classes of customers. 

Objections can be made to:
Secretary of the Commission (IURC, 100 W. Washington St., Ste. 1500E, Indianapolis, IN 46204) and the Office of the Utility Consumer Counselor (“OUCC”) (OUCC, 115 W. Washington St., Ste. 1500 South, Indianapolis, IN 46204 or at 1-888-441-2494).