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Frequently Asked Questions

What is my balance?

Please click here to view your balance.

Note: the information on this site updates once a day. Payments made to the utility will not be reflected until the next business day.


What is my password?

If you have never used the Carmel Utilities bill payment and account history site, there is a short registration process that will need to be completed.  During the registration process, you will set up the password.


 

I changed my password, but now have forgotten it.

If you have forgotten your password, please click on the forgotten password link.  You will be able to reset the password to one of your choosing.


 

Can I pay with a credit card?

Yes you may pay with a credit card.  Please click here to pay your bill.  To make a quick payment, please click the "One Time Pay” button on the right. There is a $2.50 convenience fee assessed for each credit card transaction. Carmel Utilities also accepts electronic checks.  There is a $.95 convenience fee for an electronic check.


 

My payments are drafted from my checking account. How do I change to a new checking account?

To change the checking account from which your Carmel Utility bill payment is drafted, download the bank draft form and attach a voided check from your new checking account. Please mail the completed form as soon as possible. You may also want to call the Customer Service office to stop draft from your old checking account if it is closed. Draft attempted from a closed account will incur an insufficient funds fee of $33.00. Please allow four weeks for bank draft to resume. Once draft has begun, "Bank Draft” will appear in the amount due box on the bill form.


I received two bills on the same day, why are they different amounts?

If one of the bills has disconnect notice printed on it, then that amount is the minimum that must be paid to continue receiving water and sewer service. The bill without the disconnect notice message shows then entire balance owed on your water and/or sewer account.


What is the address to mail my payment?

The mailing address for Carmel Utilities is: P.O. Box 109 Carmel, IN 46082.


The balance on my bill went up this month, why?

There are several reasons this may happen. First examine the usage on your bill. It may be that consumption has increased. Examine your payment records. It may be that last month’s payment was inadvertently forgotten.


How far in advance to do I need to notify the utility of a new service request or service cancellation?

Carmel Utilities needs 24 hours notice prior to establishing new service or the cancellation of existing service. Please note that either request can only be performed Monday through Friday.


Why can’t the date my bill is due be changed?

Carmel Utilities bills according to geographic location. This is necessary because of the time needed to read water meters in each geographic area. Bills are sent out 6 times each month according to these geographic areas for a complete billing of the city.


What is summer sewer relief and when does it start?

Summer sewer relief runs from May (June bills) through October (November bills). During this period customers are billed their winter average for the sewer portion of the bill. To calculate the winter average, the six winter month usages are collected, the high reading and low reading are removed and the remaining four readings are averaged. This average is the most the customer will be charged for sewer during the summer. Customers who are new and do not have enough usage history are given the average usage for their area.


My meter pit is full of water, do I have a leak?

The water table in Carmel is high, so many meter pits in the city have water in them. That does not rule out a leak in the meter pit. An indicator of a possible leak would be very clear water in the meter pit. Ground water usually looks cloudy or dirty, though there are times that ground water may also be clear. If there is persistent clear water in the meter pit, call Customer Service at 317-571-2442 and a utility representative will investigate.


I have a soggy area in my yard, is this a sign of a leak?

An easy way to begin that investigation is to locate the meter pit; which is usually in the front yard. If the wet spot in the yard lies in a line between either the road and meter pit or pit and house, then it is possible that there could be a leak in the service line. If the soggy area is elsewhere in the yard, the soggy area is most likely ground water. It is always a good idea to perform a regular leak detection (link) regimen.


When I turn off the water my pipes vibrate, why?

You may have a problem called water hammer. Water hammer is a specific plumbing noise, not a generic name for pipe clatter. It occurs when you shut off the water suddenly and the fast-moving water rushing through the pipe is brought to a quick halt, creating a sort of shock wave and a hammering noise. Plumbing that's properly installed has air chambers, or cushions, that compress when the shock wave hits, softening the blow and preventing this hammering. The chambers can fail, though, because water under pressure gradually absorbs the air. If you never had hammering and then it suddenly starts, most likely your plumbing system's air chambers have become waterlogged. You can cure water hammer by turning off the water behind the waterlogged chamber, opening the offending faucet and permitting the faucet to drain thoroughly. Once all the water drains from the chamber, air will fill it again and restore the cushion. If the air chamber is located below the outlet, you may have to drain the main supply lines to allow the chamber to fill with air again.

The air chamber will not drain properly if it's clogged with scale or residue from chemicals or minerals in the water. The chamber always should be larger than the supply pipe to preclude such clogging. Since the chamber is simply a capped length of pipe, however, all you have to do to clear it is remove the cap and clean out the residue.


Why is my usage so high, our habits have not changed?

If your usage increases over time, but your habits have not changed, it is possible it is possible that you may have a water leak. Most water leaks are caused by toilets. Please click on the following link for our leak detection information. Please click here for a copy of our leak detection document. Carmel Utilities encourages a regular leak detection regimen.


I don’t have any hot water.

Carmel Utilities does not heat water prior to distribution. You may have a problem with your water heater. Contact a licensed professional to evaluate your water heater.


What is the water pressure in Carmel?

Water pressure varies somewhat according the geographic area. The average water pressure in Carmel is 60psi.


What is the water hardness?

Carmel Utilities softens water to within 5 grains of hardness prior to distribution. The hardness of the water may vary especially in times of high demand. If you were a previous Indianapolis Water Customer, and have not yet been converted to Carmel Water, the water you receive still comes from Indianapolis Water and has not been softened.


I don’t like the color of the fire hydrant in my yard, can I paint it to blend in with the surroundings?

No, fire hydrants owned by Carmel Utilities are painted yellow, and must remain that color.


How do you convert cubic feet to gallons?

To convert cubic feet to gallons, the cubic usage is multiplied by 7.481, or click here on our cubic feet to gallons converter.

Carmel Utilities
Carmel, Indiana
City of Carmel Wastewater Plant