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.
Can I pay with a credit card?
Yes you may pay with a credit card. Please click here to pay your bill. You will need and account and pin number. If you have not used this site, the pin number is preset to the word “guest”. There is a $2.50 convenience fee assessed for each credit card transaction. At this time Carmel Utilities cannot accept electronic check.
I changed my pin, but now have forgotten it.
If you have forgotten your pin, contact the Customer Service office at 317-571-2442, between the hours of 8:00am and 4:30pm, Monday through Friday, and we will happily reset it for you.
Note: the information on this site updates once a day. Payments made to the utility will not be reflected until the next business day.
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 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 regimen.
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.
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.
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.
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.
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.
What is the address to mail my payment?
The mailing address for Carmel Utilities is:
P.O. Box 109
Carmel, IN 46082.
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.
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.
What is the water hardness?
Carmel Utilities softens water to within 8 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.
What is the water pressure in Carmel?
Water pressure varies somewhat according the geographic area. The average water pressure in Carmel is 60psi.
Why don't I 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 does the program consist of?
Weekly trash pick up with a 96 gallon cart. A second* 96 gallon cart will be available free of charge upon request.
A smaller cart (65 gallon or 48 gallon) will be available free of charge upon request.
Biweekly commingled recycling pick up is included in the program at no additional cost. A 96 gallon cart will be provided for recycling. A second* 96 gallon cart will be available free of charge upon request.
Recycling pick up will be the same day as trash pick-up.
A smaller cart (65 gallon or 48 gallon) will be available free of charge upon request.
*a total of 3 carts split between trash & recycling
Christmas tree pick up is included in the program at no additional cost.
The seasonal pick-up of up to 20 bags/bundles of yard waste per week is included in the program at no additional cost.
Bulky item pick up available at an additional $10.00 charge per item.
55 gallon overage bags for extra trash are available for purchase should residents ever need them. $2.50 each.
Extra carts (over the 3 provided in the base bid) will be made available at an extra charge of $5.00 per cart/per month.
What will the program cost me?
The monthly program cost (with 25 cent administrative fee) is as follows:
Cost Per Month, Per Residential Unit
Includes Billing Service Fee
Will there be a fuel surcharge or some other way where the price can be raised?
No fuel surcharge or any other charge can be added to the program cost without the Carmel Common Council first approving a new rate ordinance and the Board of Public Works signing an amendment to the original contract.
Is participation mandatory?
No. While the program is available to all single family homes and townhomes in the City limits of Carmel, participation is not mandatory. You will automatically be enrolled in the program unless you timely opt-out. The opt-out period during the first year of the program is September 15 to October 15, 2011. Carmel Utilities must receive your written opt-out form during this time period or you will be automatically be enrolled in the program and subject to its terms.
Can a Homeowners Association opt out for their entire neighborhood?
No. The ability to opt-out is available only at an individual household level.
Do I have to fill out an opt-out form each year?
No. Once you fill out an opt-out form, you will remain in opt-out status year until you notify the Utility customer service office that you wish to participate in the program.
Will the program operate no matter how many residents participate?
No. The very low bid price the city received was based upon service to the entire city. After the opt-out period and before the program can commence, a sufficient number of households must participate in the City program. The City ordinance states that minimum number as being 20,000 homes.
Are apartment buildings and commercial businesses eligible?
The program currently applies only to personal residences less than 4 families or town homes.
Will there be smaller containers available for those who desire them?
Yes. Smaller containers are available for both trash & recycling purposes. Additional information with ordering instructions will be mailed to each resident later in 2011.
Will I have to pay an extra fee for the rental of the container?
The program provides you with your choice of two trash and one recycling or two recycling and one trash container per household at no additional cost. Additional containers can be requested for an extra fee of $5.00 per month per extra container.
Do I have to recycle?
No. While the City highly encourages all residents to recycle, it is not mandatory. Every household will be provided one recycling container.
What can be recycled?
#1- 7 plastics, including plastic grocery bags
Glass bottles and jars
Empty aluminum, metal, tin and steel cans
Newspapers and inserts
Magazines, phone books, soft cover books
Cardboard/cereal box type packaging, brown paper bags
Office and school papers
Will the trash trucks be the automated?
Yes. Automated trucks are the way of the future for all trash contractors as they allow more homes to be serviced faster and with fewer carbon emissions. Both Westfield and Noblesville are serviced by automated trucks.
How will complaints be handled?
Carmel will have dedicated staff in its Utilities customer service department whose job it will be to address trash and recycling customer service issues. Additionally there are financial penalties built into the contract that will be imposed should customer complaints not be resolved in a timely fashion.
Westfield has a 75 cent per month administration fee. Will Carmel have one?
Yes. A 25 cent monthly administrative charge is built into the program rates to pay for program oversight, customer service staffing and other expenses.
Will I be able to suspend trash service when I am away from home?
Yes. The suspension of trash and recycling service for periods of one month or longer is permitted. You do not have to shut off the water to your home in order to take advantage of this program feature.
What if I am physically unable to wheel my carts to the curb?
Republic Services has a “Door Service” available for those residents who are physically unable to wheel their carts. Details about this service will be mailed to all residents later this year.