Frequently Asked Questions | Unified Alaskan Utilities

What is a keybox?

A keybox is the access point used to reach the valve controlling water flow to your property. In Alaska, it typically looks like a steel mushroom protruding from the ground or a round steel cap marked 'WATER' (called a paving sleeve).

What is a service connection?

A service connection is the pipe and equipment that runs from the water main to the keybox at your property line - this is owned and maintained by the utility.

What is a service extension?

A service extension is the pipe and equipment from the keybox at your property line to your building - this is your responsibility to maintain and repair.

What is a curb stop?

A curb stop is the valve that the utility uses to turn your water service on or off, located inside the keybox at your property line.

What is a thaw wire?

A thaw wire is a wire running from the water main alongside your service line to the keybox, used to electrically thaw frozen water lines in Alaska's cold climate.

What is a water main?

A water main is the large pipe (usually 6 inches or more in diameter) that runs through streets and easements to distribute water throughout the community.

What is a dwelling unit?

A dwelling unit is a building or portion of a building that provides complete, independent living quarters with cooking, sleeping, and toilet facilities.

What is a cross connection?

A cross connection is any link between the utility's drinking water supply and another water source or contaminant. These connections are prohibited to protect water quality.

What is a locate and when do I need one?

A locate is when underground utility lines are marked before you dig. Call 811 for free public utility locates, or hire a private locator for lines on your property beyond the keybox.

How do I apply for water service?

Complete an application online or by mail. You'll need your legal name, property details, contact information, driver's license, and business license (if applicable).

What information do I need to provide when applying for service?

You'll need your full legal name, property legal description, street address, phone, mailing address, business license (if commercial), and driver's license.

Can I get water service if I have an unpaid bill from another property?

No. You must pay any delinquent amounts or arrange a payment plan satisfactory to the utility before new service will be provided.

Can I have utility water and a well at the same time?

No. You must permanently disconnect from any other water source, including private wells, before utility service can be provided.

Do I need a permit to connect to the water system?

Yes. You must get a Service Connection Permit ($95) from the utility before connecting to, repairing, modifying, decommissioning, or abandoning any water service connection.

How much does a service connection cost?

Service connections are billed on a cost basis. Deposits range from $825 (for 3/4-1 inch) to $1,200 (for 2 inch), with final billing based on actual costs.

What inspections are required for new connections?

All service connections and extensions must be inspected and approved by the utility before backfilling. Schedule inspections at least 24 hours in advance.

How many service connections can I have per property?

Generally, one service connection per parcel (property). The service connection cannot cross property lines except for the property it serves.

Can one service connection serve multiple structures?

Yes, with utility approval for a branched service extension. You'll be responsible for paying bills for each structure served by the connection.

How do I get water service extended to my area?

Submit a petition signed by owners of 2/3 of the properties that would benefit. The utility must approve based on their ability to supply the extension.

Who pays for water main extensions?

The petitioner (person requesting the extension) pays costs either directly or through a negotiated assessment approved by the Regulatory Commission of Alaska.

Can I finance the cost of a main extension?

Yes, the utility may provide installment financing at 10% annual interest, possibly requiring a mortgage on your property, subject to credit approval.

When is my water bill due?

Your water bill is due on the 4th Monday of each Month.

When does my account become delinquent?

Your account becomes delinquent immediately if payment is not received at the utility office by the due date printed on your bill (the 4th Monday of each month).

What if I can't pay my bill on time?

If you're experiencing financial difficulty, contact our office as soon as possible to discuss payment plan options, extended payment terms, or financial assistance programs.

What payment methods are accepted?

The utility accepts payments by automatic bank draft, personal check, cashier's check, or cash. Declined payments may result in loss of certain payment privileges.

Can I set up a payment plan?

Yes, the utility may negotiate payment plans for past-due accounts at their discretion. Contact them as soon as possible if you're having difficulty paying.

What is the monthly flat rate for residential service?

The monthly residential flat rate service charge is $76.94, plus a Regulatory Cost Charge of 0.569% of the billing amount.

What is the monthly flat rate for commercial service?

The monthly commercial flat rate service charge is $87.04, plus a Regulatory Cost Charge of 0.569% of the billing amount.

What are the charges for metered service?

For metered service, you pay $5.36 per 1,000 gallons used, plus a monthly customer charge that varies by meter size from $84.23 to $2,804.86.

How much is the service deposit?

The service deposit equals two months of your estimated service charges, calculated using either the flat rate or estimated metered usage.

What is the Regulatory Cost Charge?

It is a small percentage surcharge on customer bills that funds the utility's share of the Regulatory Commission of Alaska budget. The percentage updates every year, effective July 1, and the Alaska Legislature sets a cap on how large it may be.

When do I get my deposit back?

Your deposit will be refunded within 30 days after either two years of on-time payment history or when you submit a written request for service discontinuation, whichever comes first.

Do I earn interest on my deposit?

Yes, deposits over $100 for recurring monthly service earn interest at either the legal rate or the rate of the interest-bearing account.

Can I choose between flat rate and metered service?

If more than one rate schedule applies to your service, you may choose which one. However, certain properties (new commercial, multi-family) are required to have metered service.

How am I billed if I have multiple units on one connection?

If you have multiple units on one connection, the rate (residential or commercial) is multiplied by the number of units you have.

Why was my bill estimated instead of based on actual meter reading?

Bills are estimated when the utility cannot read your meter due to locked premises, weather conditions, road conditions, dangerous animals, or other circumstances.

What if I don't receive my bill?

You are still fully responsible for payment even if you don't receive a bill. Failure to receive a bill does not prevent charges from becoming delinquent.

How much does it cost to turn water on or off?

Turn-on or turn-off service costs $122 during business hours or $172 during non-business hours, per visit.

How much is the fee for unauthorized turn-on?

The unauthorized turn-on/turn-off fee is $200. If service was discontinued and you turn it back on yourself, the utility may disconnect your service at the main without notice.

How much does a service connection inspection cost?

Inspections for service connections up to 2 inches cost $122 per inspection. Larger connections require a $300 deposit per inspection.

What is the returned check charge?

If your check, credit card, or automatic bank draft is declined, you'll be charged a $27 returned payment fee.

How much is a service call?

Service calls cost $102 during business hours (8am-5pm weekdays) or $152 during non-business hours.

What does a service connection permit cost?

The Service Connection Permit fee is $95. If engineered plans are required, add $190 for plan review.

Why does my water taste or smell different sometimes?

Variations in taste or smell are usually harmless and can result from chlorine disinfection, seasonal changes, or naturally occurring minerals. The water meets all EPA safety standards.

Is cloudy or milky water safe to drink?

Cloudy or milky water is usually caused by harmless air bubbles and is safe to drink. If cloudiness doesn't clear after a few minutes, please contact us.

Why is my water discolored (brown, yellow, or rusty)?

Discolored water is often caused by naturally occurring minerals like iron or manganese, or by disturbances in water mains. Please contact us immediately if you notice discoloration so we can investigate.

What are water quality standards and who sets them?

The EPA sets national drinking water standards under the Safe Drinking Water Act. We are required to meet or exceed these standards and regularly test our water to ensure compliance.

How do I know if my water is safe to drink?

We continuously test and treat your water to meet all EPA safety standards. You can review our annual Consumer Confidence Report for detailed information, or contact us anytime with specific concerns.

Should I have my water tested privately?

Private testing is usually not necessary since we continuously test to meet EPA standards. However, you may want private testing for your home plumbing, if you use a home treatment device, or if you have specific health concerns.

What causes hard water and is it safe?

Hard water contains elevated levels of calcium and magnesium minerals. It's completely safe to drink, though it can cause scale buildup in pipes and appliances. The EPA does not regulate hardness as a health concern.

Is chlorine in my drinking water safe?

Yes, chlorine is safe and necessary. We use it to disinfect water and kill harmful bacteria and viruses in some of our service areas. The levels we maintain are well within EPA safety standards.

What should I do if I'm concerned about my water quality?

Contact our office immediately at (907) 222-4084. We're here to investigate your concerns, test water if needed, and ensure your water meets all EPA standards.

How can I improve the taste of my drinking water?

Simple solutions like refrigerating water, using a filter pitcher, or running water briefly can improve taste. Our water meets all EPA safety standards - taste preferences are personal and can be easily addressed at home.

Do I need a water meter?

New commercial buildings need meters. The utility can also require existing properties to install meters by giving you written notice.

Can the utility require me to install a meter on my existing property?

Yes. The utility can require metered service for existing properties by written notice if you have a multi-family dwelling, commercial property, or home business that increases water demand.

Who supplies and installs the meter?

The utility supplies the meter. You must install all meters at your own expense according to utility specifications.

Can I request to have my meter tested?

Yes. Upon one week's notice, the utility will test your meter. If it's out of tolerance, the utility pays; if it's within tolerance, you pay testing costs.

Who pays for meter testing?

If the meter is found to be out of tolerance, the utility pays all costs and refunds your deposit. If the meter is within tolerance, you pay the testing costs.

Who maintains and repairs the meter?

The utility maintains and repairs meters and reading devices at its expense. You must maintain access to the meter and provide a location where it is protected from freezing.

Can my service be disconnected if the utility can't read my meter?

Yes. If the utility cannot read your meter for more than three consecutive months due to access problems you created, they may discontinue service.

What happens when I move out of my property?

You must give at least 5 business days written notice to stop service. You'll remain responsible for charges until the utility receives your written notice.

How much notice do I need to give to stop my water service?

You must provide at least 5 business days written notice before the date you want service stopped.

What happens to my old service connection if I replace it?

If you replace a service connection or if it becomes unusable due to property re-platting, you must disconnect it at the main at your expense with a utility representative witnessing.

Can I get temporary seasonal water service?

Yes. The utility will turn service on in spring and off in fall on dates you specify, subject to turn-on/turn-off fees of $122 each time (business hours).

Can I get temporary water for construction?

Yes. Temporary construction water service is available for uninhabited properties under construction at $104.52 per month, with possible meter requirement.

Will I get a credit if my water service is interrupted?

Yes, for interruptions longer than 48 hours that were not caused by customer damage to utility facilities, you will receive a prorated credit.

Is the utility liable for damages from service interruptions?

No. The utility is not liable for damages from interruptions, shortages, irregularities, or failures due to accidents, acts of nature, interference by third parties, or other conditions beyond their control.

What happens during an emergency water shortage?

The utility will notify customers to curtail water usage and prioritize water for drinking and sanitation. Priority customers are assigned at utility's discretion.

What water pressure should I expect?

The utility seeks to provide water pressure between 35 and 100 psi. If you want higher pressure than what you're receiving, you can install a booster pump at your expense.

Why would my water service be disconnected?

Water service can be discontinued for non-payment, unsafe facilities, water waste, fraud/abuse, unauthorized turn-on, or other tariff violations.

How much notice do I get before disconnection for non-payment?

You receive at least 15 days notice after a shut-off notice is mailed. The utility will also place a door hanger stating the disconnection date before service is discontinued.

Can my water be shut off on a Friday or holiday?

No. Water service will not be discontinued on a Friday or a day preceding a holiday.

What happens if I turn my water back on myself after it's been shut off?

The utility may immediately disconnect your service at the main without notice, charge you for disconnection costs, bill you for water used, and assess a $200 unauthorized turn-on fee.

Can the utility shut off water for a previous tenant's unpaid bill?

No. The utility cannot shut off your water service because a previous tenant or owner at your address had an unpaid bill.

How do I get my water service restored after disconnection?

Show the utility you've fixed the problem, pay all outstanding charges including turn-on fees. Your service will be restored within 3 working days.

Can I get extended time to pay if someone in my home is seriously ill?

Yes. You may receive an additional 30 days to correct payment delinquency if your residence is occupied by someone seriously ill, elderly, handicapped, or dependent on life support.

How much does it cost to reconnect service after disconnection?

For discontinuation at the keybox, you must pay all charges plus a turn-on fee. For disconnection at the main, you must pay all charges plus apply for a new connection permit and pay reconnection costs.

Who is responsible for maintaining the service line to my property?

The utility maintains the service connection (from main to keybox). You maintain the service extension (from keybox to your building).

Can the utility enter my property for inspections?

Yes. After 3 days' notice and during reasonable hours (8am-9pm), you must grant utility representatives access to your property to inspect water facilities, sample, test, or examine records.

Who is responsible if my service line freezes?

You are responsible for thawing your frozen service line, unless you can demonstrate that the freezing was caused by a malfunction in the utility's system beyond your control.

Do I need to maintain the keybox on my property?

Yes. You need to know where your keybox is located and keep it accessible. You'll pay for any costs if it's damaged due to your negligence or if you don't tell contractors, landscapers, or others where it is.

What is an easement?

An easement is a legal right that allows the utility to install, operate, and maintain water facilities on your property. The utility may require you to provide an easement as a condition of water service.

Can I use utility water for my air conditioning?

Only if the air conditioning system does not reintroduce cooling water back into the utility facilities. Systems that return water to the utility system are prohibited.

Can I provide water to my neighbor from my connection?

No. If you have unmetered (flat rate) service, you cannot provide water to anyone else, with or without charge, for any use other than what's intended for your property.

Can the utility inspect my property to determine my rate?

Yes. The utility may inspect your property and structures to verify they're applying the correct rate, and can adjust charges if they find an incorrect rate was being used.

What happens if someone is using water without an approved application?

The utility may terminate water usage without notice. The user must pay for all water used at applicable rates and is subject to all tariff provisions.

Is there a charge for locating my service line?

The first locate from the water main to the keybox is free. Subsequent locates for the same customer cost $122 during business hours or $172 during non-business hours.

I'm a landlord - can I have my tenant billed directly?

Yes, the utility can bill the tenant directly upon your request. You (the landlord) will receive copies of all delinquent billing notices that contain turn-off warnings.

Is there a charge if the utility needs to locate my keybox?

The utility provides one free locate of your keybox. After that, keybox locate fees are $122 during business hours or $172 during non-business hours.

How do I file a complaint about my water service?

Call or visit the utility to file a verbal complaint. They'll respond within 10 working days. If you're not satisfied, file a written complaint to the general manager, who will respond within 10 working days.

How long does the utility have to respond to my complaint?

The utility must respond within 10 working days to both verbal and written complaints.

Can I dispute a charge on my bill?

Yes. You can withhold payment of the disputed amount only until the dispute is resolved, but you must still pay all undisputed amounts and follow the formal complaint procedure.

What if I'm not satisfied with the utility's response to my complaint?

You can file a complaint with the Regulatory Commission of Alaska (RCA) within 20 working days of the postmark date of the utility's written response.

What laws and regulations govern my water service?

Your water service is governed by the UAU Tariff and all applicable federal, state, and municipal laws. The Regulatory Commission of Alaska (RCA) approves the tariff and enforces compliance.

How long do I have to request a billing adjustment?

You must submit billing adjustment requests in writing within 15 days following the next billing date.

Can I be charged for collection costs if my account goes to collections?

Yes. If your delinquent account is referred to a collection agency or attorney, you'll be responsible for paying the collection costs incurred by that referral.

Understanding Your Water System (9)

What is a keybox?

What is a service connection?

What is a service extension?

What is a curb stop?

What is a thaw wire?

What is a water main?

What is a dwelling unit?

What is a cross connection?

What is a locate and when do I need one?

Starting & Connecting Service (12)

How do I apply for water service?

What information do I need to provide when applying for service?

Can I get water service if I have an unpaid bill from another property?

Can I have utility water and a well at the same time?

Do I need a permit to connect to the water system?

How much does a service connection cost?

What inspections are required for new connections?

How many service connections can I have per property?

Can one service connection serve multiple structures?

How do I get water service extended to my area?

Who pays for water main extensions?

Can I finance the cost of a main extension?

Bills, Payments, Rates & Fees (22)

When is my water bill due?

When does my account become delinquent?

What if I can't pay my bill on time?

What payment methods are accepted?

Can I set up a payment plan?

What is the monthly flat rate for residential service?

What is the monthly flat rate for commercial service?

What are the charges for metered service?

How much is the service deposit?

What is the Regulatory Cost Charge?

When do I get my deposit back?

Do I earn interest on my deposit?

Can I choose between flat rate and metered service?

How am I billed if I have multiple units on one connection?

Why was my bill estimated instead of based on actual meter reading?

What if I don't receive my bill?

How much does it cost to turn water on or off?

How much is the fee for unauthorized turn-on?

How much does a service connection inspection cost?

What is the returned check charge?

How much is a service call?

What does a service connection permit cost?

Water Quality (10)

Why does my water taste or smell different sometimes?

Is cloudy or milky water safe to drink?

Why is my water discolored (brown, yellow, or rusty)?

What are water quality standards and who sets them?

How do I know if my water is safe to drink?

Should I have my water tested privately?

What causes hard water and is it safe?

Is chlorine in my drinking water safe?

What should I do if I'm concerned about my water quality?

How can I improve the taste of my drinking water?

Meters & Metering (7)

Do I need a water meter?

Can the utility require me to install a meter on my existing property?

Who supplies and installs the meter?

Can I request to have my meter tested?

Who pays for meter testing?

Who maintains and repairs the meter?

Can my service be disconnected if the utility can't read my meter?

Service Changes & Property Transfers (5)

What happens when I move out of my property?

How much notice do I need to give to stop my water service?

What happens to my old service connection if I replace it?

Can I get temporary seasonal water service?

Can I get temporary water for construction?

Service Interruptions & Water Quality (4)

Will I get a credit if my water service is interrupted?

Is the utility liable for damages from service interruptions?

What happens during an emergency water shortage?

What water pressure should I expect?

Disconnections & Reconnections (8)

Why would my water service be disconnected?

How much notice do I get before disconnection for non-payment?

Can my water be shut off on a Friday or holiday?