Charlotte Water Announces Customer Care Program in Response to Pandemic

Charlotte Water, along with Charlotte-Mecklenburg Storm Water Services, has created the Customer Care Program. The goal of the program is to work with customers to avoid any situation where a customer is disconnected for non-payment.

As the community’s supplier of water, now more than ever, Charlotte Water’s service to the community is critical to the health and well-being of residents. And, we realized that many customers are facing unexpected, unparalleled financial hardships.

As a first stage, on March 13, 2020, late fees on the water bills were no longer charged and customer shutoffs for non-payment were discontinued. Previously disconnected customers were reconnected immediately. When the Executive Order (EO 124/142) expired on July 29, 2020, Charlotte Water continued the practices started in March.

Charlotte Water is now moving into the next stage of customer assistance as the pandemic continues to impact the community by:

  • Continuing the temporary practice of not disconnecting customers for delinquent account balances and not imposing late charges, and
  • Actively working with customers to address and resolve their past due balances in the coming months through payment arrangements and financial assistance.

Customers with past due balances as of September 30 will automatically be placed on a 12-month, no interest payment arrangement beginning with their October 2020 statement. No action is needed by customers to begin the payment arrangement.

Charlotte Water has also enhanced partnerships with local non-profits such as Crisis Assistance Ministries to provide financial assistance programs.

Through the Customer Care Program, Charlotte Water has also established the Customer Care Team, a group of trained customer service professionals dedicated to work one-on-one with customers, connecting them with community assistance agencies and working with customers to address and resolve past due balances.

Legally, Charlotte Water cannot forgive charges for services received by customers during the pandemic despite the current economic hardships the community faces. The Customer Care Program matches customers struggling to make ends meet with community resources that can help while making sure that no one is without the water people need to stay healthy.

For more information, customers can visit charlottewater.org or contact 311 (704-336-7600).

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