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FAQ

Where and how do I pay my bill?
I have an unexpected high bill. What steps can I take to troubleshoot the issue?
What should I do if I have dirty water?
What is the proper procedure for installing a water line (service) from my house and connecting to the KWD water main?
Is there fluoride in the KWD drinking water?
What do the colored paint marks on the ground and flags in the ground represent?
Why didn’t you finish marking my waterline all the way to my house?
Where and how do I pay my bill?
You can pay your water bill at our business office at 6 Cool Street in Waterville or on our website. We accept credit cards (Visa and MasterCard only), checks, and cash at the office, and credit cards on our website. Please enclose your invoice stub with your payment, or if coming to the office, bring it with you.

I have an unexpected high bill. What steps can I take to troubleshoot the issue?
If you have a high bill and aren’t sure where to start we’ve created a troubleshooting guide for your convenience. Please click here. If you still aren’t able to resolve the issue please give us a call.

What should I do if I have dirty water?
If your water appears cloudy, discolored or dirty, please run the cold* water for up to 20 minutes or until the water clears, whichever is less. We recommend you use an outside hose spigot, a bathtub faucet or other fixture that will allow you to move the most water possible. If the water has not cleared within 20 minutes, please contact us so we can evaluate your situation further.

If your building has multiple living or commercial units, or is generally large in footprint, we suggest you select an outside spigot or interior fixture that is tapped off your water line near the meter to minimize the extent in which you move the discolored water through the building.

*We advise you to use cold water to reduce the amount of discolored water that flows through your hot water system.

What is the proper procedure for installing a water line (service) from my house and connecting to the KWD water main?
If you believe a water service does not exist at your new property, you should contact us to confirm that you, in fact, do not have a service. If it is determined that you do not have an existing service on your property, you will need to hire a contractor to install a new service. Please keep in mind that only KWD personnel (or an approved contractor) are allowed to tap into our live water mains. A tapping fee will be administered for all taps based on the size of the tap. You will also need to visit our business office at 6 Cool Street to apply for water service.

Is there fluoride in the KWD drinking water?
Yes, there is. According to Maine statute, a water district must add fluoride to the water if the voters in the municipalities served vote to have it added. Fluoride is added to the water before it leaves the water treatment plant in Vassalboro. Testing occurs on a daily basis in order to comply with drinking water standards and to ensure proper levels of fluoride are added.

Where does KWD draw water from?
The KWD’s water source is the West Basin of China Lake. The water travels from China Lake to our treatment plant where it is filtered and disinfected. From there it travels by gravity through our transmission line to our main pumping station on Western Avenue in Waterville where it is pumped out to our customers.

What do the colored paint marks on the ground and flags in the ground represent?
Anytime someone digs in the ground they must notify DigSafe. After notifying Dig Safe, contractors and/or property owners must wait 72 hours before digging (excluding weekends and legal holidays.) During this time, utility representatives must mark their lines within the designated area. The following uniform color code system is used to identify the buried infrastructure:

Why didn’t you finish marking my waterline all the way to my house?
KWD is responsible to mark only the infrastructure we own and maintain, this includes all infrastructure leading up to the edge of the public right of way (ROW) and/or your property line. All water infrastructure on the customers side of the ROW or property line is considered private infrastructure, therefore KWD is not obligated to locate it. It is your responsibility to investigate if any privately owned utilities are in the area. Please follow the following link for a list of private utility locators, http://www.digsafe.com/private_locators.php. Feel free to visit http://www.digsafe.com for more information about DigSafe.