Hurricane Ian Customer Billing Assistance

Two billing assistance options are available to help our members who may be experiencing financial difficulties due to the impact of Hurricane Ian.

Option 1: Payment Deferral

Eligible members experiencing financial hardship due to the impact of Hurricane Ian can request deferral of their utility bill payment for up to three months. While deferred, no late fees will be assessed on the account. When payments resume, the deferred bill amounts will be applied in equal amounts to the member’s bills over a determined period of time, ranging from one to six months.

To qualify for payment deferral, members must provide documentation to demonstrate financial hardship, such as an insurance claim information, unemployment documentation, pictures of the property, etc.

Option 2: Base Charge Waiver

Eligible members can request one of three waivers of the monthly base charge for water and/or wastewater service on their account for a residence or commercial establishment due to impacts from Hurricane Ian. The waiver is effective for up to 12 months from the date of waiver approval.

  1. Water and wastewater monthly base charge waiver for a property that is no lnger habitable. Note: service to any location that qualifies and receives a monthly base charge (or capacity reservation fee) waiver will not have any water or wastewater service. Water service will be disconnected and sewer service will be capped during the entire waiver period.
  2. Wastewater monthly base charge (or capacity reservation fee) waiver for a property that is only temporarily using water service for a period of up to 12 months or until wastewater service is used, whichever occurs first. 
  3. Water and wastewater monthly base charge (or capacity reservation fee) waiver for a property that is only temporarily using water service for construction water only (and no wastewater service) for a period of up to 12 months or until construction is completed, whichever occurs first. 

Eligibility

In order to qualify for a deferral or waiver under the Hurricane Ian Deferred Guideline, the member’s account must have been in good standing prior to September 28, 2022. Members must request a deferral or waiver no later than December 31, 2022.

How to Apply

Apply online:

Visit the Customer Service Center for a paper application.

Next Steps

Customer Service will review your application as quickly as possible. The processing timeframe is dependent on the number of applications submitted. Thank you for your patience.

Payment Deferral applicants:

  • If your application is approved, Customer Service will contact you to discuss your options and apply the deferral to your account.
  • If additional information is needed or your application is denied, Customer Service will contact you.

Monthly Base Charge Waiver applicants:

  • If your application is approved, you will see a credit for the monthly base charge appear on your next billing statement. You will not receive a Customer Service call to notify you of the approval.
  • If additional information is needed or your application is denied, Customer Service will contact you.

Please contact Customer Service at 239-992-0711 with any questions or for more information.