My Home > Billing & Payments > Billing Services

Billing Services

Paperless Billing

Sign up and go paperless! Rather than receiving a bill in the mail, Citizens will send you an email each month when your bill is ready to be paid. Go Paperless 

Paperless Billing FAQs

Flexible Payment Arrangements

If you have difficulty paying your bill, Citizens will work with you to make arrangements. Call (317) 924-3311 to speak with one of our Customer Service Representatives.

Large Print and Braille Billing

Sight-impaired customers may request a large print or Braille bill. Call (317) 924-3311 to start receiving a Large Print or Braille Bill.

Duplicate Notice Protection for Senior Citizens

Citizens will send notification to a third party you designate, if a bill is overdue. The third party would not be responsible for paying the bill, just for reminding you that it is due. Simply give us a call at (317) 924-3311 and let us know you want to sign up for this service.

Partial Payments

Partial payments will be applied first to the oldest outstanding charges, then to the current charges. Payment allocation will happen through Citizens computerized billing system.

If the account is in disconnect status and you are unable to pay the disconnect amount in full, please contact Customer Service at (317) 924-3311 to make other arrangements. 

Billing Adjustments

In the event that your service is interrupted through no fault of your own, and remains interrupted for more than two days after being reported or found to be out of order, appropriate adjustments will be made. All other billing errors may be adjusted to the known date of error or for a period of one year, whichever period is shorter.

Leaks

The following information outlines Citizens policies regarding water leaks:
 
Adobe PDF Review offical Terms and Conditions

 
Underground Leaks
 For customers experiencing a leak(s) in an underground service pipe, crawl spaces or concrete floors (excluding leaks in underground irrigation systems), the customer will be responsible for 75 percent of the charges billed for wasted water. Those charges are estimated from the beginning date of the leak to the date of repair. Repair should not exceed two (2) regular meter reading periods unless extended by missed readings.
 
Citizens will inspect the premises to determine the cause of the leak. Wasted water will be considered as the amount used above the customer’s normal usage, as determined by the customer’s consumption record. If there is no consumption record, the average consumption for the previous calendar year for the appropriate customer classification (residential or business) will be used as the normal consumption. An adjustment will be given only after the customer has corrected the condition causing the leak and the premises has been inspected by Citizens to determine repairs have been properly made.
 
Other Types of Hidden Leaks
For customers experiencing other types of hidden leaks (excluding leaks in underground irrigation systems), the customer will be responsible for 50 percent of the charges billed for wasted water, not to exceed one regular meter reading period unless extended by missed readings. This adjustment will be considered only one time per customer per service address, and only when all the following conditions exist:

  • Consumption is at least double normal usage
  • Consumption is at least 2,000 cubic feet more than normal
  • Total consumption for the reading period exceeds 2,800 cubic feet
  • Circumstances indicate that a leak exists or had existed
  • The leak was hidden from open view, including toilet leaks and other concealed plumbing leaks
  • Repairs have been made

 
Citizens will inspect the premises to determine the cause of the leak. Wasted water will be considered as the amount used above the customer’s normal usage, as determined by the customer’s consumption record. If there is no consumption record, the average consumption for the previous calendar year for the appropriate customer classification (residential or business) will be used as the normal consumption. An adjustment will be given only after the customer has corrected the condition causing the leak and the premises has been inspected by Citizens to determine repairs have been properly made.
 
Please Note:
Citizens may disconnect service to the customer after notice for the failure to repair any leaks in the customer’s water pipes, in the service pipes or appurtenances between the public right-of-way or easement in which the water main is located and the meter, or in any private fire system or unmetered facilities.