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1. How do I get water services turned on at my new residence?

To get water services turned on you must sign up for service. You can come in to our office, present a valid driver's license or other US Government issued ID, sign a contract and pay a deposit. The other option is to download the forms from our website www.explorecarbondale.com and mail or fax them back along with a copy of your valid driver's license or other US Government issued ID and your form of payment.

2. How often will I receive a bill?

Each address is billed in a set of routes.Meaning your meter is read and your bill is generated at the same time as your neighbors. Each route has it's own due date. Please contact us at 618-457-3265 for information on your due dates. Bills are due 3 weeks from the date they are issued.

3. How do I pay my bill?

Bills can be paid in the office by cash, check, money order, Visa, Mastercard, American Express or Discover.  After hours by check or money order in the drop box located in our parking lot. Online www.explorecarbondale.com using Visa, Mastercard, American Express or Discover. There is also an option to sign up for automatic deduction through a checking account. Forms are available in our office.

4. What happens if I forget to pay my bill?

The day after your bill is due a $5 late fee is assessed to your account and a reminder notice is sent in the mail. It will state the amount due and the date it needs to be paid by to avoid disconnection.

5. How much is the deposit for water services?

Deposits are based on the size of your water meter. Most residential meters are 5/8" and require a $100 deposit. To ensure this is accurate for your address please call the Revenue Office.

6. I know my move in / move out date. How soon should I contact you to set up service?

It is always best to contact us no sooner than a week before you move in/move out date. You can contact us as late as the day before you wish to have your water turned off and the same day you wish to have you water turned on in most cases. To schedule a move in/out contact the Revenue Office.

7. When will I get my deposit back?

The deposit stays on your account for the entire time your account is active. Once an account is closed the deposit is applied toward the final bill and any remaining amounts due on the account. The rest of the deposit is refunded to you by check to an address we obtain at the time you close your account. 

8. How long does it take to receive my refund check once I close my account?

Once you close you account a final reading is obtained from your meter. A final bill is generated in a week to 10 days. A refund check is mailed with the final bill to the address obtained at the time the account is closed.

9. What happens if my water gets disconnected?

If your water gets disconnected for non payment you will have to pay the account balance in full plus a re-connection fee of $40. Water services are typically restored the same day.

10. Why has my bill increased?

There are several reasons why a bill would increase. The most common issues are, an increase in usage or additional charges for refuse. To get more information about your bill contact the Revenue Office.