Frequently Asked Questions

• 1. How can I contact Customer Service about a utility billing issue?

  Contact Customer Service by phone at (410)222-1144.  From the D.C. area, Customer Service can be reached on (301) 970-8250 Ext. 1144.  Calls are answered from 8:00 am to 4:15 pm weekdays. 

  Or send an Email to [email protected]. 

• 2. Where can I go to pay my bill?

  Main Office	Glen Burnie Office	Riva Road Office

• 3. Can I pay by mail or online?

  By mail:

  A.A.Co Water & Wastewater

  PO Box 17003

   

  Pay online:

  Anne Arundel County’s

  Self Service Payment Portal
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• 4. I have lost my utility bill.  Can I get a copy?
  Contact Customer Service at (410) 222-1144 or view your bill the online self service portal.
• 5. What do I do if my water has been turned off?

  Please contact Customer Service at (410) 222-1144 to discuss the actions needed to have your service restored.  Customer Service can be reached between 8:00 a.m. and 4:15 p.m., Monday through Friday.  After business hours, on weekends or holidays, please contact the Department of Public Works, Emergency Services at (410) 222-8400, from South County, call (410) 451-4118.

  If payment is not received by the due date and the account is scheduled to be turned off, a $50 fee to cover administrative costs is charged. Once the account is scheduled for turn off, ALL payments must be made in cash, certified check, money order, or paid on-line.  Meter Services personnel and Emergency Services crews cannot accept payments or grant extensions.

• 6. Why is my bill estimated?
  Occasionally, it is impossible to read a meter at the scheduled time – usually due to inclement weather conditions. In such cases, an estimated bill is rendered based on the average consumption for the same period in the prior year. An estimated bill may be a little higher or lower if actual usage was abnormal, however, the next actual reading will automatically adjust for any variation in the estimate.
• 7. How do I determine the amount of my utility bill?

  If you have public water and wastewater service, your bill is determined by the amount of water passing through your meter since the last quarterly meter reading.  Wastewater usage is also based on the amount of water delivered to your meter.  Public wastewater-only customers are charged a flat rate based on an average use of 16,000 gallons per quarter.

  Consumption Rate:

  Water - $2.97 per thousand gallons

  Wastewater - $5.21 per thousand gallons

  Your bill may also include the following fees:

  Environmental Protection Fee:

  The Environmental Protection Fee is added to all usage charges for water and wastewater service to recover costs associated with construction, expansion, or improvement to facilities serving existing connected customers. 

  35% of all wastewater charges 

  Charge Description on usage bill: EPF

  35% of all water charges 

  Charge Description on usage bill: EPF WATER

  Penalty for Late Payment:

  A penalty charge of 10% is assessed on all water and wastewater service charges that are not paid within 30 days of the billed date.

  Charge Description on usage bill: PNLTY

  Account Maintenance Charge

  The Account Maintenance Charge is to cover the cost of meter reading and usage billing.  For each usage bill based on metered service, the charge is $6.00. 

  Charge Description on usage bill: ACCT MNT M

  For each usage bill based on unmetered service, the charge is $72.94

  Charge Description on usage bill: ACCT MNT U

  Bay Restoration Fee

  The County collects the State of Maryland-legislated Bay Restoration Fund Fee from improved properties served by on-site septic systems and wells.  The funds are used by the State for programs to improve the water quality of the Chesapeake Bay.  Bay Restoration Program information can be obtained by calling the Maryland Department of the Environment at (410) 537-3119 or by accessing the State’s website at: www.mde.state.md.us/.

  For a residential property with an individual usage account, the charge is $15.00 per quarter. 

  Charge Description on usage bill:  *BRF    

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• 8. When was the last utility billing increase?
  Rates increased 4.8% for water and 4.9% for sewer effective July 2019. 
• 9. Who should I contact if I can't afford to pay my full bill by the due date.  

  Call the Customer Service Section at (410) 222-1144 and inquire about payment plans.  In addition, there are outside sources to contact for financial assistance.  See partial list below:

  AA Co Dept. of Social Services (410) 269-4500	Aging & Disabilities (410) 222-4526	Salvation Army (410) 263-4091
  Arundel Com Develop Service (410) 222-7600	So.Co Assistance Network (410) 867-2838

  . 
• 10. We left the outside hose running without knowing it.  Can we get a credit on our next bill?

  Contact Customer Service at (410) 222-1144 or send an email to [email protected]. Specially trained Customer Service Representatives will be glad to offer their assistance

• 11. Can I get a credit for filling my pool?
  Credit for water used to fill pools may be available.  Please contact the DPW Customer Relations Office at (410) 222-7582..
• 12. What is the Capital Facility Connection Recoupment Fee?
  The Capital Facility Connection Recoupment charge is part of the County Council approved Bill #37-11 and targets residents that use more capacity than the capital facility connection charge rate limit of 250 gallons per day.  Effective July 1, 2015, Anne Arundel County residential utility customers will pay an additional $3.22 per 1,000 gallons of water usage exceeding 30,000 gallons in any qiven quarterly billing period.
• 13. I am a public wastewater customer but not connected to the public water system.  I am charged a flat-rate based on a 16,000 gallon per quarter national average for water usage.  Can I lower this bill?

  If you are connected to the public wastewater system but not to public water, and wondering if there is a way to save money on your bill, the Department's Metered Wastewater Account Program may be just what you're looking for.  Anne Arundel County has established this program to allow flat rate customers to convert their bills to metered accounts.  

  The current flat rate charge is based on the average use of 16,000 gallons per quarter for a family of three. If you have less than three people living in your home year-round, or live on your property periodically, or use less than 16,000 gallons of water per quarter, it may be cost-effective for you to convert to a metered account.
   
  A licensed plumber must install a county approved water meter on your private well system. It is their responsibility to contact the Bureau of Utility Operations Meter Services section before proceeding with installation. Call (410) 222-8455 for detailed instructions on proper installation of the water meter and a remote register.

  Note: The remote register must be installed 5' above ground level. Your plumber is also required to acquire a connection permit from the Department of Inspections and Permits. This permit is valid for 6 months from the date it was issued and another must be re-issued if time expires. A county inspector must inspect the connection.
• 14. Why does a Private Water Company read my meter?
  In some areas, the County provides wastewater service, but a private company provides water. In those cases, the County wastewater charge is based on the water consumption as reported to by the private company.