New Billing System: Frequently Asked Questions

I tried to pay my bill over the phone and couldn’t. What do I do?

Until the phone billpay system is working properly, you will be routed to a customer service representative who will take your bill payment over the phone. Thank you for your patience as our customer service team is managing a high call volume during the transition to the new system.

My most recent bill was higher than usual. Was I overcharged by the new billing system?

Some bills were sent a week later than usual due to the transition to the new billing system. This means some customers had more days of use on their most recent bill, making their bill higher than a usual month in some cases. If your daily usage didn’t change much, the higher bill could be due to the additional days covered on your most recent bill.

I have automatic draft set up, but my most recent bill doesn’t indicate that. Do I have to make a one-time payment?

No. You may notice that your most recent bill does not indicate that your payment will be automatically drafted. This is due to a temporary delay when transitioning to the new billing system . If you have set up an automatic draft, your payments are still being drafted as usual. Your next bill will accurately reflect your automatic payment status.

Why is the billing system changing?

OWASA’s current billing system is built on outdated technology that limits our ability to manage billing processes efficiently. The new system is able to grow and change more easily to better serve the communities of Chapel Hill and Carrboro.

When will the new billing system go into effect?

The new billing system was implemented in February 2024.

What new features will the new billing system offer?

The new system offers three significant changes that customers will notice:

- A new and user-friendly bill design: The new bill layout will present information in a clear and organized manner, making it easier for customers to understand their charges and payment details at a glance.
- New billing increment: OWASA will introduce a new billing increment, changing from charging per kilogallon (KGAL) to per gallon (GAL). Gallons are a more familiar unit of measurement for most of our customers, and this shift will make it easier to track and manage water consumption accurately.
- Simpler customer account numbers: Customer account numbers will be updated from the current 14-digit format to a 9-digit format. The new account numbers have been simplified to reduce confusion and improve customer service.

How will the billing increment change affect my bill?

Changing our billing intervals from kilogallons (KGAL) to gallons (GAL) will have a direct impact on how your water consumption is measured and billed. This change is expected to provide several benefits, but customers should expect to see more variation in their usage month-to-month. Customers will only be billed for the exact amount of water you use, down to the gallon (GAL). This reduces any rounding or estimation that might have occurred with kilogallon intervals (KGAL)

Will my account information and payment history be transferred to the new system?

Yes, all account information and payment history will move to the new system. Customers will see the same history in both InvoiceCloud and Agua Vista.

Is there any action required from me during the transition?

No. Customers are not expected to make any changes or updates as a result of the new billing system This changeover was planned to minimize customer impact as much as possible.

How do I find my new account number?

Your new account number will be featured on your first bill. It will begin with the letter ‘A’, following by 8 numeric digits (example: A00055555)

Will my billing cycle or due dates change?

No, customers will not see changes to their billing cycle or the due dates of their bills.

How do I set up automatic payments with the new system?

Automatic payment sign up will remain the same. You can sign up or update automatic payments by going to aguavista.owasa.org and navigating to the billing page.

Who do I contact if I have any issues with my bill?

If you encounter any issues with your bill, please don’t hesitate to reach out to OWASA’s Customer Service team. We can be reached by phone at (919) 537-4343 or by email at customerinquiries@owasa.org.

Can I still receive paper bills instead of electronic statements?

Yes, customers receiving paper bills can continue to receive paper bills. However, OWASA encourages its customers to sign up for paperless billing if possible as it is more environmentally friendly, efficient, and convenient.

Will my existing username/password work for logging in to the Agua Vista portal?

Customers who have subscribed to Agua Vista will still use their existing username and password to access the site. Customers who are signing up for Agua Vista for the first time after the new billing system has been implemented will need to use their new account numbers when they first sign up.

Will the Agua Vista portal web address remain the same?

Yes, there will be no changes to the Agua Vista portal during and after the transition to a new billing system. Any future updates will not be related to the billing system change.

Do I have to re-enroll in AutoPay or will my payments continue to be withdrawn automatically?

No action is required for customers already enrolled in AutoPay. Customers enrolled in AutoPay should expect to see automatic withdrawals of their monthly bill amount from their designated financial institution.

Will I have to re-enroll in paperless billing?

No action is required for customers already enrolled in paperless billing. Customers enrolled in paperless billing should expect to receive their bill notification via email.