top of page
-
What is the Alberta Utilities Commission (AUC)?The AUC is an independent, quasi-judicial utilities regulator that is responsible to ensure that customers receive safe and reliable utility service at just and reasonable rates. Additional information about the AUC can be found on its website: www.auc.ab.ca.
-
Why are rates changing?On September 20th, 2024, the Alberta Utility Commission approved new rates for your water service. These new rates are effective January 1, 2024, and more accurately reflect recent costs to provide safe and reliable service. The first bill you will see this on will be your September 2024 bill, coming on October 15, 2024. With these new rates now in effect, HAWSCo is transitioning from flat rate to consumption based billing.
-
Why were bills flat rate, and why are we moving to consumption based billing?HAWSCo initially operated on a flat-rate system during its first years because, as a new utility, accurately predicting operating costs was challenging. Utilities need to operate on a cost-recovery basis, ensuring that the revenue generated covers the expenses of providing reliable water services. However, with a brand new utility, many of the operational costs, such as infrastructure maintenance, demand fluctuations, and other unforeseen expenses, are difficult to estimate with precision. The flat-rate model provided a simpler, more predictable way to recover costs while the utility gained experience and data on actual expenses. As HAWSCo evolved and better understood its operational needs, it became feasible to transition to a more accurate consumption-based billing model that reflects real usage and costs.
-
How will these new rates affect my bill?We are making adjustments to customer accounts due to the recent rate approval by the Alberta Utilities Commission (AUC) for the 2024 year. The adjustment will account for the difference between what was previously billed and the newly approved rates for 2024. This will appear on your utility bill in the form of a rate rider, which could result in either a credit or debit balance. This is a standard practice in the utility industry to ensure that customers are billed accurately based on approved rates. At this time, we anticipate the rate rider will be applied starting in January 2025. The credit or amount owed will then be spread over the next 12 months of bills, with no interest charged on the rider. This approach helps minimize any immediate financial impact while ensuring a fair and transparent adjustment. Once adjustments have been made, rate riders are applied and approved, customers will be notified via this website, their water bills and bill inserts. This information is subject to change and will be updated accordingly.
-
Why did I just hear about this now?HAWSCo firmly believes in transparency and open communication. In October 2023, HAWSCo released a public statement and included a billing insert to all customers advising that we were applying to the AUC to implement a rate set. HAWSCo then held an open house in Novmber 2023 to consult and answer any questions that customers or the public may have had. The AUC also mailed all customers with information on the proposed rates, the approval process and how to engage with the AUC.
-
Do I need a water meter?Having a water meter is a condition of service from HAWSCo. If your property does not have a water meter, or your water meter is not working, and we are unable to install or service it for whatever reason, the service to your property may be suspended until a working meter is installed.
-
Who owns the water meter?HAWSCo owns the water meter, and is responsible for servicing and fixing it. From time to time we may contact you to setup an appointment for a technician to come to your property to inspect, service or even replace the water meter.
-
How is my water meter read?HAWSCo uses an advanced water meter network. The water meter in your home uses very low-power radio frequency (RF) signals to transmit data to our network. These signals are typically short, infrequent, and operate at low power levels, similar to common household devices like garage door openers or baby monitors.
-
I'm moving to Harmony - how do I open an account?Welcome to Harmony! Using the menu at the top of this screen, select Service Applications and complete the applicable form. Please email the completed form to customercare@hawsco.ca for processing. Further updates will be provided by reply email.
-
When do I get my water bill?Your water bill is generated on the last day of the month, and covers that entire month. For example, the bill for March would be generated on March 31, and covers March 1st to 31st.
-
When is my bill due?You water bill is generally due on the last day of the month after it was generated. For example, your March invoice would be due on April 30.
-
Why is my water bill estimated instead of based on actual usage?Sometimes, your consumption may be estimated instead of actual. From time to time, and for various reasons, we may not be able to get a reading from your water meter, so we will estimate your consumption for that billing period. The estimates may be sourced from various datasets including your historical usage, the properties historical usage, or average usage of a typical property like yours. Once we are able to read your meter, your consumption will be updated, and you will either be: Charged the difference in the case of an underestimate, or, Credited the difference in the case of an overestimate. Some reasons that we might not be able to read your water meter include: Your water meter is not working and we have not conducted a service call to repair it yet. Your property does not have a water meter installed and we have not conducted a service call to install one yet. Technical issues sometimes result in failed or incomplete readings. In rare cases, radio interference may cause an incomplete reading. If we are unable to read the water meter in your property for whatever reason, we will try again. If we continue to be unsuccessful, our customer care team will reach out to coordinate a service call for repair as required.
-
How much will my bill be?Use our bill estimator tool to see what your bills will be. Make sure you select the correct tool for your property type.
-
How do I access the Customer Portal?You will need your most recent account statement to create a customer account. Click the "View My Account" button at the top of the screen, and then click "Create New Account". Enter your Customer Account #, the code found on your most recent statement, and your email address.
-
I'm moving out of the community, how do I close my account?Please email customercare@hawsco.ca to let us know you're moving. We will need to know the sale or possession date of your property, as well as a forwarding address for final billing. Once your final reading is completed, a final bill will be issued. Final accounts that remain unpaid after 30 days are subject for referral to a collection agency.
-
What payment methods does HAWSCo accept?We currently accept all major credit cards, Interac e-Transfer and cheques by mail. You can also setup pre-authorized payments from your chequing account.
-
How do I pay with Interac e-Transfer?Please send your Interac e-Transfer to payments@hawsco.ca (no password required). Make sure to include your account number in the memo field. Payments are posted to your account withing 2 business days.
-
How do I setup pre-authorized payments (PAP/PAD)?In order to setup pre-authorized payments, you need to setup your account up for electronic billing. Log in to your customer portal by clicking on the "View My Account" button at the top of this page. If you are not setup for customer portal access, please follow the steps above under "How do I access the Customer Portal?" to create your customer account. Once logged in, under Important Links/Forms, you will see a Pre-Authorized Payment Setup. Follow the steps through the application. Once your bank account is verified, you will receive confirmation that your account is now setup to pay via pre-authorized payments. Your next invoices will include a statement to not pay as the account is on PAD, and will show the date the payment will be withdrawn from your account.
-
What is a cubic meter of water?A cubic meter of water is a standard unit to measure consumption. It equals 1,000 liters, or approximately 264 gallons. To help visualize, one cubic meter of water could: Fill around four average-sized bathtubs Provide enough water to take 12 five-minute showers Flush a standard toilet about 125 times Run a dishwasher for 14 full cycles Water a 10-square-meter garden for 40 minutes
-
How can I conserve water?Conserving water is not only good for the environment, but it can also save you money on your utility bills. By adopting even a few of these habits, you can significantly reduce your water consumption and contribute to a more sustainable water supply. Here are some effective ways to conserve water at home: Fix Leaks: A dripping faucet or a running toilet can waste hundreds of liters of water a day. Regularly check for and repair leaks. Shorten Showers: Reducing your shower time by just a couple of minutes can save dozens of liters of water every day. Turn Off Taps: Don’t leave the tap running while brushing your teeth, shaving, or washing dishes. This simple habit can save liters of water. Use a Dishwasher and Washing Machine Wisely: Only run your dishwasher or washing machine with full loads. These appliances are most efficient when operated full. Use Mulch in Your Garden: Mulch helps retain soil moisture, meaning you need to water your garden less frequently. Water early in the morning or late in the evening to reduce evaporation. Collect Rainwater: If possible, set up a rainwater collection system to water your garden or plants. This reduces the need for treated water for outdoor use. Water Plants Wisely: Water your lawn and plants only when necessary, and use drip irrigation or soaker hoses to minimize water waste. Avoid watering on windy days to prevent evaporation. Choose Drought-Tolerant Plants: Plant native or drought-resistant plants in your garden that require less water to thrive. Monitor Water Usage: Keep an eye on your water meter or bill to track how much water you’re using. This awareness can help you spot unusual increases and find opportunities to conserve.
-
Dishwasher vs HandwashingUsing a dishwasher is significantly more efficient than washing dishes by hand. On average, a modern, energy-efficient dishwasher uses around 10-15 liters of water per cycle, while washing dishes by hand can use up to 40 liters or more. Dishwashers are also designed to clean with less energy, heating water more efficiently than a typical faucet. This means less water and energy are needed to clean the same amount of dishes. Not only does using a dishwasher save water, but it also reduces your energy consumption, making it an environmentally friendly and cost-effective choice.
-
Leaking or Running ToiletA running toilet can waste a significant amount of water. Depending on the severity of the leak, a toilet can lose between 300 to 900 liters of water per day, which translates to approximately 9 to 27 cubic meters of water in a month. This adds up quickly and can lead to substantial water waste and higher utility bills. For context: A small leak may use around 4.5 cubic meters of water per month. A more significant, continuous leak can use up to 27 cubic meters of water per month or even more. This underscores the importance of fixing leaks promptly to avoid unnecessary water consumption and costs.
-
My Consumption Seems Really High...If you think your consumption is high, the first thing to check is if you have a water leak in your property. Your water meter is the easiest place to start. First, ensure that all water fixtures are turned off throughout the property. Next, locate your water meter. Typically, this will be in your utility room, next to your main water shutoff, where the water pipe enters your home. Check the Digital Display: Open the meter lid to access the digital display screen. If the screen is blank, it will activate automatically when you open the lid or by shining a flashlight on it. Observe the Flow Indicator (triangle with +): The water meter has a flow indicator that shows whether water is currently moving through the system. No Movement: If the flow indicator is not visible, there is no water running. Movement Detected: If the + icon is visible, water is currently flowing through your system. If all water fixtures are off, but the flow indicator is still moving, this suggests that water is running somewhere unexpectedly, such as from a leak or a malfunctioning toilet. If you find that you have all water fixtures turned off, but the water meter flow indicator is moving, its time to call a plumber. If the Ieak indicator (tap with water drop) is visible, the water meter has detected that there is a likely chance something is leaking or consuming water continuously and it is time to have a plumber take a look.
-
Is My Toilet Leaking?This quick test helps detect silent leaks that can waste large amounts of water over time. To check for a leaking toilet using dye, follow these simple steps: Get Food Coloring or a Dye Tablet: You can use food coloring from your kitchen or special dye tablets available at most hardware stores. Add Dye to the Toilet Tank: Remove the toilet tank lid and add a few drops of food coloring or a dye tablet into the water in the tank. Don’t flush the toilet after adding the dye. Wait for 60 Minutes: Allow the dye to sit in the tank without flushing for about 60 minutes. Check the Toilet Bowl: After waiting, inspect the water in the toilet bowl. If the water has changed color, this indicates that water is leaking from the tank into the bowl, meaning your toilet flapper or other parts may need repair. Fix the Leak: If dye appears in the bowl, it’s time to fix the issue. A common cause is a worn-out flapper, which is relatively easy to replace.
-
What is the hardness of the water in Harmony?The average hardness of the potable water in Harmony is 178 mg/L or 10.34gpg (grains per gallon).
-
Is the water in Harmony fluoridated?Currently, we do not add fluoride to the drinking water in Harmony. Our water supply meets all safety and quality standards, but fluoride is not part of the treatment process at this time.
-
How do I shut off the water to my property in case of an emergency?Every property has a main water shutoff. This shutoff is usually located in the utility or furnace room of your property, close to the water meter. It is important that you familiarize yourself with the location and operation of your main water shutoff should you need there be an emergency, like a major leak or burst pipe. If your main water shutoff is inoperable, you can request HAWSCo turn off the water to your house so a plumber can replace it. This can be done through our regular customer care channels.
-
What is a curb stop?A curb stop is a valve located near the property line, usually in a public right-of-way, that controls the flow of water from the HAWSCo's main line to a property's water service line. It allows us to shut off water service in case of emergencies, maintenance, repairs, or non-payment. The curb stop must be accessible at all times because it is a crucial point for quickly shutting off water in emergency situations, such as leaks or bursts in the water line. If it is covered by landscaping, dirt, or other obstacles, it can delay important work, leading to potential water damage or prolonged service interruptions. Keeping the curb stop clear ensures that our workers can easily locate and operate the valve when needed.
-
What are my responsibilities versus HAWSCo’s for water service lines?HAWSCo is responsible for the water lines up to the curb stop of your property. The homeowner is responsible for anything after the curb stop.
bottom of page