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Customer Service / Billing

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1. What is wastewater?

 Any undesirable liquid (or solid) that you send down the drain from your home or business. Wastewater (sewage) is flushed from toilets, drained from sinks, showers, bathtubs, garbage disposals, washing machines, and dishwashers, etc.

2. Why is my sewer bill higher than my water bill?

The wastewater system transports your contaminated water through a complicated network of piping to the wastewater treatment facility.  The contaminants are removed and the treated water is discharged to the environment. Due to the costs of transportation, the variable nature of the contamination, and the extensive treatment needed, this service costs more than delivering clean water to you.

3. Why does it cost more to treat wastewater than drinking water?

To reduce the cost of the treatment process, drinking water providers specifically search for and use well water or surface water that is generally low in contaminants. Wastewater providers do not have this luxury and must process water that contains whatever contaminants are flushed down the drain into the system.    

4. What does the WWTA do with the money from my sewer bill?

The money is used to pay for the transportation and treatment of your wastewater.  It is also used to make repairs and upgrades to the wastewater system.  The WWTA is in the process of an extensive repair and replacement program for the wastewater system.  

5. Why is my water consumption so high?

The WWTA bills sewer by your water consumption. If you believe that your water consumption is high, please contact your water provider.

6. How are sewer rates calculated?

Sewer bills are calculated based off the usage from your water meter through your local water utility. Here’s examples on how to calculate sewer rates:

Tennessee American Water Calculation Example: Usage: 4000 gallons x $13.43/1,000 gallons = $26.13. $26.13 + 8.00 (pslp fee) = $61.72.

Hixson Utility Customer Calculation Example: Usage: 2640 cubic feet (two months). Convert to Gallons: 2640 cubic feet x 7.4805 = 19748.52 gallons (two months). 19748.52 gallons x $13.43/1,000 gallons = $265.22. $265.22 + $ 16.00 (pslp fee) = $281.38..

Red Bank Customer Calculation Example: For the first 1,500 gallons or less, a minimum charge of $26.54. For all over 1,500 gallons, a charge of $13.27 per 1,000 gallons. (4,000 gallons = $26.54 + (4.0-1.5) x $13.27 = $59.71.).

7. My home is on a septic tank. Why do I have to pay for sewer?

Public sewer systems are costly to construct and are funded only through sewer charges.  Tennessee Code Annotated 7-35-201 requires homeowners to pay the appropriate sewer charges, discontinue use of their septic system and connect to the sewer system if it is available When septic tanks fail, it not only impacts the property owner but can impact others as well and the proper disposal of wastewater must be addressed immediately.  If public sewer is not available, the property owner must make repairs if possible or install some type of alternative method of wastewater disposal (which can be very expensive) or the property will be uninhabitable. The immediate availability of public sewer when a property owner is faced with a failing septic system is an enormous benefit.

8. Do I have to call the WWTA to turn sewer service on or off?

No, you will need to call your water provider to have your water disconnected.

9. Who can help me pay my sewer charges?

The WWTA currently does not have an assistance program; however, we can refer you to agencies who may be able to assist you.

10. Are there fees associated with paying my sewer bill?

A $2.25 processing fee will be charged for payments made by credit, debit cards and/or check payments (online, recurring payments and telephone) by JetPay, the company providing the service. There is no processing fee for payments using a checking or savings account when enrolled in auto pay.

11. What happens when I do not pay my sewer bill?

For failure to pay your sewer bill, you may be subject to your water being disconnected.

12. What are the fees for being delinquent on my bill?

The due date printed on each bill is the date in which current charges are due. Any unpaid amount outstanding the day after the due date will be assessed a 10% delinquency fee. Past due accounts may also be assessed a $30 Delinquent Administrative Charge for potential shutoff of water. All payments are posted to accounts on the day they are received; postmarks are not considered. Failure to receive a bill does not relieve your obligation to pay by the due date.

13. Can I receive an electronic bill?

Yes, register your account online and you will be automatically enrolled in e-billing. You can opt out at any time by simply unchecking e-billing to resume receiving a paper bill. Remember to update your email address as necessary. Online Bill Pay Website

14. What does the minus sign mean on my bill?

A minus sign indicates you have a credit balance and no payment is due.

15. What are the fees for being delinquent on my bill?

The due date printed on each bill is the date in which current charges are due. Any unpaid amount outstanding the day after the due date will be assessed a 10% delinquency fee.

Past due accounts may also be assessed a $30 Delinquent Administrative Charge for potential shutoff of water. All payments are posted to accounts on the day they are received; postmarks are not considered. Failure to receive a bill does not relieve your obligation to pay by the due date.

16. Who can I contact to make payment arrangements?

Please call Customer Service at 423-209-7808.

17. What is the fee for a returned check or debit/credit card payment?

If a payment is returned by your financial institution, WWTA will assess a $35 returned item fee. Any account with 2 or more returned items in the past 12 month period will be placed on a "cash only" status.

18. Why do you need my current phone number?

If your account is past due, the WWTA has an automated calling system that will place a courtesy call to phone number listed on your account as a reminder that your sewer service is schedule for disconnection.

19. What do I do if I have a leak? Will you adjust my bill?

If you had a leak that was repaired, please complete the Sewer Fee Variance Request Form and submit it along with the receipt for repairs.

WWTA will review your request and notify you in writing about your variance request. Sewer Fee Variance Request Form