Bidding -- How do I bid on a project?
All bids and information concerning bids, including advertisements, pre-bid attendees, plan holders lists, addenda, bid tabulation reports and contract awards are posted here. The Standard Agreement for Construction projects and the Standard Insurance Requirements are also posted.
Contact Us -- How can I contact TMWA?
If you want to mail a payment please use our payment mailing address:
P.O. Box 659565, San Antonio, TX 78265-9565
If you need to drop off a payment or visit us, please stop by our Corporate Offices at:
1355 Capital Blvd., Reno
Office Hours 8 a.m. - 5 p.m
For general correspondence, please use our Corporate office mailing address:
P.O. Box 30013, Reno, NV 89520-3013
For general inquiries please call us at:
(775) 834-8080, option 2
For general e-mail inquiries, please e-mail us at:
info@tmwa.com
For a complete listing of department contact information, please check out the contact us page.
Customer Service -- Are there opportunities for customers to have a voice in TMWA issues?
Yes, absolutely. TMWA has set up a number of channels for customer communication on specific issues like water quality, water pressure, leak reporting, etc. For TMWA contact information, please visit our contact us page.
In addition, TMWA's Board of Directors encourages public comment in each board meeting. These meetings are held monthly. If you cannot make it to one of their meetings, you may send your comments to the Board via email. TMWA also has a Standing Advisory Committee, which meets the first Tuesday of each month. This oversight committee made up of individuals representing all customer classes, also accepts public comment.
Visit our meeting center for a schedule of upcoming board and SAC meetings.
Customer Service -- I am moving. Who do I contact to update my billing information or cancel my water service?
The staff at Truckee Meadows Water Authority (TMWA) would like to remind you that if you are moving, it is your responsibility to notify us to terminate the water service at your current place of residence. Please give us five days notice in advance of your desired termination date. Customers are responsible for all charges to the account until service is terminated.
To request a transfer or termination of service, please contact us either via phone at 834-8080 and choose option 2 or visit My Account. At the time of the request, you must provide us with a mailing address to which the final bill will be mailed.
Growth -- What happens to any water saved through conservation? Does it go to serve growth?
The water saved through responsible water use does not go to serve growth. It is either saved in upstream reservoirs or diverted to underground storage for use by existing customers during dry periods, or it goes downstream for use by other water users who rely on the Truckee River for their water supplies. An added bonus to saving water is it reduces TMWA's water production costs, which, in turn, can contribute to lower water rates. For more information on this topic, please refer to the Growth Topic Paper.
Outside Watering -- When can I water my lawn?
Businesses and residences now water according to the last number of the address.
If your address is even (0,2,4,6,8), your watering days are Tuesdays, Thursdays and Saturdays. If your address is odd (1,3,5,7,9), your watering days are Wednesdays, Fridays and Sundays.
Monday is a no-watering day. It gives our system a chance to recharge.
No watering between noon and 6:00 p.m. from Memorial Day through Labor Day.
Please visit our Assigned-Day watering page for more information.
Service Disruption -- Will I be contacted in the case of a planned service disruption?
Yes. If there are going to be water main improvements or other work done in your area and we know in advance that there will be a service disruption, we will notify affected customers in person by visiting your home or business at least one day prior to the disruption; if you are not home, we will leave a letter at your front door. We will inform you why there is a disruption and how long we estimate your water will be turned off.
Service Distruptions -- Why do service disruptions occur?
A disruption to your water service, whether it is a planned outage or an emergency, is inconvenient. The staff at Truckee Meadows Water Authority (TMWA) understands and wants to provide you with resources and information on what to do in case there is a service disruption in your area. Service disruptions can occur because of water main breaks, someone inadvertently digging into a water line, or improvement work being completed on old water mains.
Water Bill / Bill Payment -- As a customer, what can I do to help TMWA keep rates in check?
Customers can help reduce the need for future rate increases. One of the best things customers can do is use water responsibly and, during the summer, water only on their assigned days. This allows the water system to be used more efficiently and helps TMWA avoid construction of costly new water facilities, which would have to be staffed and maintained. In addition, the more customers help themselves, the more TMWA saves. Fewer phone calls to our office, for example, can reduce our customer service costs and help keep rates lower. We certainly want customers to contact us when they need to, but to consider other options before they pick up the phone. Many questions can be answered with a visit to our website or by reading the inserts and messages that accompany our monthly billing statements.
Since TMWA is a not-for-profit organization, the timely payment of water bills is also critical. People who don't pay their water bills only shift their responsibilities to customers that do pay their bills. Supporting TMWA's ability to collect on delinquent bills will help us avoid raising rates to cover bad debt expenses in the future.
Please read more about water rates in our Topic Paper.
Water Bill / Bill Payment -- Can I pay my bill at grocery stores?
Yes. Like some of the other local utilities, we have contracted with Western Union to offer this service at local grocery stores and several convenience stores. Click here for a list of store locations. To make this service even more convenient for our customers, we have asked Western Union to continue actively pursuing other stores in our area. There is a $1.50 Western Union charge for this service. Please note that customers must have their bill with them in order to in order to make a payment.
Water Bill / Bill Payment -- Can I pay my bill directly out of my bank account?
Yes. With RapidPay Electronic Funds Transfer, we mail your water bill as usual and your payment amount will be automatically deducted from your checking or savings account on the day the bill is due. And, because TMWA's handling costs are less, we credit your water bill 21 cents.
You can also pay online for FREE using your checking or savings account. Click here to set up your account. Once you have set up your account, click on "Payment Options" and then select the option to pay online by using checking or savings.
For more information on payment options, click here.
Water Bill / Bill Payment -- Please explain the different charges on my water bill.
Customer Charge
For metered customers, the monthly customer charge is the minimum amount a customer pays for water service. It includes a portion of the costs to maintain and replace the meter and TMWA-owned pipes to each property, and the cost of equipment and labor to read the meter, process the meter reading, process payments, and provide any customer billing assistance.
Tiered Water Charges
For metered customers, this is the cost for the water you use each month; it is tiered to encourage conservation. The first tier reflects the average winter indoor use. The second and third tiers are higher rates for any monthly usage over-and-above that amount. The usage charge includes a portion of the costs TMWA incurred to build the size of pipes, treatment plants, wells, pumps, regulator stations, and all equipment required to produce and transport water. It also includes all the equipment and labor to produce potable water, such as chemicals, lab testing, pumping and maintaining the water treatment plants.
Regional Water Management Fee
This fee is imposed by Washoe County to be expended solely for purposes of water planning. The fee is currently 1.5% of your total bill. TMWA has no control or discretion over this fee — it is a charge collected by TMWA and passed on to the local government.
Right of Way Toll
The Right of Way Toll (or franchise fee) is a fee charged to utilities and telecommunication companies for the right to use property owned by the government, for example, streets. For Reno residents, the standard fee is 3%. For Sparks residents, the standard fee is 5%. If you are a Washoe County resident outside of the cities of Reno and Sparks, you will not have this fee. TMWA has no control or discretion over this fee — it is a charge collected by TMWA and passed on to the local government.
Please refer to our webpage on
understanding your bill for more information.
Water Bill / Bill Payment -- What is the Right-of-Way Toll?
The Right of Way Toll (or franchise fee) is a pass-through fee imposed by a local government entity on utility and cable television companies for the right to have utility infrastructure located within the entity’s streets, roads and alleys. TMWA has no control or discretion over this fee. For Reno customers, the fee is 3% of your water charge and for Sparks customers, the fee is 5% of your water charge.
Water Quality -- How can I get my water tested?
First, refer to our Water Quality section. The Water Quality Report describes what has been found in each water source as well as their concentrations. Typically, TMWA does not test the water from individual homes. We sample our water production wells and treatment facilities regularly and every month we take over 150 samples monthly scattered across our distribution system for microbial activity. We report these sampling results to the Washoe County Health Department as well as the State of Nevada. If you wish to sample your own water for your own information, you may contact the Nevada State Health Lab at 688-1335 or check your local yellow pages for analytical laboratories that test water. Make sure they are a state-certified water testing laboratory. Describe what you are interested in sampling and they will give you a price for analyzing your water as well as the sampling protocol.
Water Quality -- Do I need to purchase a water filtration system?
At TMWA, providing you with pure drinking water is not just our job, it's our life. As northern Nevadans, we're proud of the fact that our water quality is among the best in the country. However, it doesn't happen by accident. The truth is, we go to amazing lengths to ensure that the water that flows from your tap is safe, cool, clear and refreshing. Your water at home meets and exceeds all federal drinking water standards and you do not need a system as your water is safe.
But if you are still interested, click here to read more about water filtration systems.
Water Quality -- Does TMWA staff call to test my water?
The staff at all the water agencies in the Truckee Meadows--Truckee Meadows Water Authority, Sun Vally General Improvement District, South Truckee Meadows General Improvement District and Washoe County--do not call their customers to make arrangements to test water. All of the afore mentioned water agencies have received inquiries from numerous customers who were confused about whether their water company was generating these calls, as they do not sound like sales calls. Please be aware that your water company, no matter which one it is, does not call customers to test water, either by telephone or by knocking on doors.
Water Quality -- How do I find out more about water quality?
All drinking water contains some level of contaminants either man-made or naturally-occurring. However, these contaminants are regulated by the United States Environmental Protection Agency, the State of Nevada, and the Washoe County Health Department and kept at levels that are not considered a health risk. Many times a contaminant may be thought to be very dangerous, but typically it’s not conveyed that one would have to consume hundreds or thousands of gallons of drinking water a day to get sick. If you wish to get more information about contaminants or health risks regarding water, you may check the EPA’s Drinking Water homepage at www.epa.gov/ogwdw or you may contact the Safe Drinking Water Hotline at 1-800-426-4791.
All water quality data is available free of charge upon customer request. Truckee Meadows Water Authority sends this data to local and state health departments in a monthly report that is also available to customers upon request. Truckee Meadows Water Authority has an open door policy on all water quality issues, and customers are encouraged to view any aspect of our water purification system. Visit our Water Quality Page to download our latest water quality report.
Water Quality -- I have a new dishwasher and want to know the hardness of water.
TMWA typically does not test individual homes for hardness concentrations.
Your water's hardness varies considerably depending upon whether or
not you live near a production well and what time of year it is. In
the summer you could be getting a blend of surface and well water.
In the fall and winter you're receiving mostly treated surface water which would have a typical hardness between 3 to 4 grains (50 mg/L to 68 mg/L).
Water Quality -- I have white flakes in my faucet's aerator and flakes occasionally show up in my hot water. What is this?
There were a number of hot water heater diptubes that were manufactured between August 1993 and October 1996 that were found to be defective which would cause the diptube to flake and fail. Over time, diptubes also fail from normal use and must be replaced. If a diptube has failed, typically a reduction in hot water volume is noticeable and a reduction of hot water pressure accompanies this problem. Occasionally, you will notice the diptube flakes blocking your sink aerator or you may see the diptube flakes when you run your hot water. You can either replace the diptube yourself or call a plumber to replace it for you.
Water Quality -- If the water is safe to drink, why do we always hear news about how the water is contaminated?
All drinking water contains some level of contaminants either man-made or naturally-occurring. However, these contaminants are regulated by the United States Environmental Protection Agency, the State of Nevada, and the Washoe County Health Department and kept at levels that are not considered a health risk. Many times a contaminant may be thought of to be very dangerous, but typically it's not conveyed that one would have to consume hundreds or thousands of gallons of drinking water a day to get sick. If you wish to get more information about contaminants or health risks regarding water, you may check the EPA's Drinking Water homepage or you may contact the Safe Drinking Water Hotline at 1-800-426-4791.
Water Quality -- Is there arsenic in our water?
In the Water Quality section you can find the Water Quality Report that was mailed to you in June. In the report, you will find the highest arsenic concentrations reported for each source and where each source is located. We closely monitor arsenic results and are required by the State of Nevada to remove from service any water production well that meets or exceeds the current MCL of 10 parts per billion.
Click here to view a copy of the Arsenic Compliance Plan.
Water Quality -- My water is dirty or is brown. What is going on?
There are several reasons that may cause your water to turn brown or rust-colored. When the fire department flushes the fire hydrants, they test for sufficient pressure and flow to ensure fire protection. A large volume of water is blasted through the hydrant at very high speeds, scouring the water main. This scouring action disrupts the water main and any sediment that may have accumulated over the years becomes suspended in the water. The dirty water should go away soon after re-settling, and you will have to flush your cold water faucets for 15 to 20 minutes to evacuate the dirty water and bring fresh water into your water lines. Occasionally, changes in system pressure or operating valves in your area may cause discolored water until any sediment re-settles.
Water Quality -- My water tastes or smells different. What can I do?
Sometimes, pressure changes or flushing may be going on in your area without your knowledge and it may cause a temporary change in the taste or odor of your water. It is best to flush the cold water line in your bathtub for 15 to 20 minutes to get fresh water from the water main into your house. If this does not take care of your taste or odor problem, a flush crew from TMWA may have to be called out to flush the entire water main, especially if you’re in a cul-de-sac or at a dead-end of the water main. House flushing should be attempted first since flushing the entire water main unnecessarily not only takes a lot of water but also may temporarily stir up the water main for others as well. However, flushing the water main will not fix any problems due to household plumbing issues or piping issues.
Water Quality -- What if I have a severely compromised immune system?
Some people may be more vulnerable
to contaminants in drinking water than the general population. Immuno-compromised people such as people with cancer undergoing chemotherapy, people who have undergone organ transplants, people with HIV/AIDS or other immune system disorders, some elderly, and infants can be particularly at risk from
infections. These people should seek advice from their health care providers about their drinking water.
The EPA/CDC has guidelines on appropriate means to lessen the risk of infection by Cryptosporidium and other microbial contaminants. More information about these and other contaminants and potential
health effects can be obtained by calling the Safe Drinking Water Hotline at 1-800-426-4791. We test for Cryptosporidium weekly in both our source water and treated water. Cryptosporidium can be present in the Truckee River, but has not been found in the treated
water that goes to your tap.
Water Quality -- Who can I contact if I have water quality questions?
Before contacting the TMWA staff, please check our Water Quality section. Here you will find answers to the most commonly asked water quality questions. If your question is not answered in this section, please send a detailed mail about your water quality concerns to waterquality@tmwa.com. From here, your question or comment will be routed to the person best suited to answer or address your questions. This e-mail address is checked many times a day for messages.
Water Rights -- If I dedicate water rights to TMWA, why do I still have to pay a monthly water bill?
Dedicated water rights provide TMWA with the legal ability to divert water from the Truckee River to serve customers. Upon dedicating water rights for a project to TMWA, a customer is guaranteed reliable water service with water that meets or exceeds federal drinking water standards. However, TMWA still needs to have the plant and equipment necessary to treat and distribute the water and operate its supply system. Customers pay a monthly bill to cover the cost of providing these services.
Water Rules and Rates -- As a customer, what can I do to help TMWA keep rates in check?
Customers can help reduce the need for future rate increases. One of the best things customers can do is use water responsibly and, during the summer, water only on their assigned days. This allows the water system to be used more efficiently and helps TMWA avoid construction of costly new water facilities, which would have to be staffed and maintained. In addition, the more customers help themselves, the more TMWA saves. Fewer phone calls to our office, for example, can reduce our customer service costs and help keep rates lower. We certainly want customers to contact us when they need to, but to consider other options before they pick up the phone. Many questions can be answered with a visit to our website or by reading the inserts and messages that accompany our monthly billing statements.
Since TMWA is a not-for-profit organization, the timely payment of water bills is also critical. People who don't pay their water bills only shift their responsibilities to customers that do pay their bills. Supporting TMWA's ability to collect on delinquent bills will help us avoid raising rates to cover bad debt expenses in the future.
Water Rules and Rates -- What are TMWA's Rules?
The Rules of the Authority govern how business is conducted by specifying:
- Conditions under which water will be delivered.
- Application requirements for people requesting to receive water from the Authority.
- The procedure for a customer to discontinue receiving water.
- Rights of the Authority to terminate delivery of water.
- Circumstances and procedure to restore delivery of water.
- Information to be furnished by the Authority regarding billing for payment for the delivery of water.
- Procedures for estimation of bills and proration of bills.
- Customer responsibility for payment of bill and procedures for adjustments.
- Application process for developers or builders of projects that require new or modified water system facilities.
- Cost responsibilities for new or modified facilities.
- Definition of ownership and access to Authority facilities.
- Water resources required to be dedicated to obtain a will-serve letter.
- Dispute resolution procedure.
- Retail and Wholesale service boundaries of the Authority.
Please
click here for a complete list of Water Rules.
Water Rules and Rates -- What is the regional water management fee?
This fee is imposed by Washoe County on behalf of the Western Regional Water Commission to be expended solely for purposes of water planning. The fee is currently 1.5 percent of your total bill. TMWA has no control or discretion over this fee — it is a charge collected by TMWA and passed on to the local government.
Water Rules and Rates -- What is the Right-of-Way Toll?
The Right of Way Toll (or franchise fee) is a pass-through fee imposed by a local government entity on utility and cable television companies for the right to have utility infrastructure located within the entity’s streets, roads and alleys. TMWA has no control or discretion over this fee. For Reno customers, the fee is 3 percent of your water charge and for Sparks customers, the fee is 5 percent of your water charge.
Water Rules and Rates -- Why are fire services at a flat rate?
Fire is flat rate because this water service is to be utilized only for emergency response purposes in the event of fire. Fire protection is charged a rate per inch of the nominal diameter of the service pipe. The customer owns all of the service line and valve at the tap. Refer to Water Rates for more information including the fee schedule.
Water Service -- I am moving. Who do I contact to update my billing information or cancel my water service?
The staff at Truckee Meadows Water Authority (TMWA) would like to remind you that if you are moving, it is your responsibility to notify us to terminate the water service at your current place of residence. Please give us five days notice in advance of your desired termination date. Customers are responsible for all charges to the account until service is terminated.
To request a transfer or termination of service, please contact us either via phone at 834-8080 and choose option 2 or visit My Account. At the time of the request, you must provide us with a mailing address to which the final bill will be mailed.
Water Service -- Why do commercial customers need separate services for irrigation and domestic?
Since sewer charges may be significantly higher if separate services are not installed, it is to the benefit of the commercial customer to have separate domestic and irrigation services. For future operations at the site, there may be instances where shutting down an irrigation service does not interfere with the operation of the domestic service. Also, tariffs dictate & customers benefit from reduction on sewer use fees for irrigation services.
How do I identify a TMWA employee?
The staff of TMWA does not routinely contact its customers, either by telephone or in person, to make arrangements to test their water in either their home or business. In most of the cases reported to TMWA, these types of calls are actually sales calls regarding water filtration systems. Please be aware that these contacts for water testing in your home are not made by TMWA. In rare instances our employees in the field will ask if they may take a sample of your water.
How can you identify water company crews and staff who might be in your neighborhood? Our employees drive official vehicles clearly marked with our logo and all TMWA personnel wear security badges with photos, identifying them as an employee. Anyone claiming to be a water company employee will be happy to present the badge, with his or her name, when contacting customers in the field. In most cases, the badges will be easily seen on employees' shirt pockets. If a badge is not openly visible, ask to see one. If the employee doesn't have one, he or she is not a TMWA employee.
Meter readers, who you'll probably see most often, will never ask to enter your home or request that you collect a water sample from your tap. Our employees will never request or collect payment at your home.
If you're concerned about someone who has approached or called your home regarding your water service, please e-mail us or call us at 834-8080, option 2.
I have white flakes in my faucet’s aerator and flakes occasionally show up in my hot water. What is this?
There were a number of hot water heater diptubes that were manufactured between August 1993 and October 1996 that were found to be defective which would cause the diptube to flake and fail. Over time, diptubes also fail from normal use and must be replaced. If a diptube has failed, typically a reduction in hot water volume is noticeable and a reduction of hot water pressure accompanies this problem. Occasionally, you will notice the diptube flakes blocking your sink aerator or you may see the diptube flakes when you run your hot water. You can either replace the diptube yourself or call a plumber to replace it for you.
I need to repair my plumbing; can I turn my own water on and off?
There have been an increasing number of customer requests to access Truckee Meadows Water Authority's (TMWA) facilities to turn on or off a property's water supply when repairs are needed to customer's plumbing systems, rather than waiting for TMWA staff to respond. After listening to our customers, we have changed our procedures to allow you or your plumber to turn off the water supply to your home or business for purposes of repairing your plumbing system, should you choose to do so. It's important to note, however, that TMWA will charge the customer for repair or replacement if there is any damage to our equipment caused by this action. TMWA is still happy to provide this repair turn-off/turn-on service for you, with the charge of $25 during business hours and $50 during non-business hours.
If I dedicate water rights to TMWA, why do I still have to pay a monthly water bill?
Dedicated water rights provide TMWA with the legal ability to divert water from the Truckee River to serve customers. Upon dedicating water rights for a project to TMWA, a customer is guaranteed reliable water service with water that meets or exceeds federal drinking water standards. However, TMWA still needs to have the plant and equipment necessary to treat and distribute the water and operate its supply system. Customers pay a monthly bill to cover the cost of providing these services.
What do I do during a service disruption?
If you find the water to your home or business is shut off, please contact us so we can update you on the status of the situation, if we haven't contacted you already. We suggest that you always have extra water on hand for drinking and cooking – either bottled water or water kept in your refrigerator.
Also, be sure that all faucets are turned off during a disruption. When water service is restored, be sure to let one of the faucets run for a minute or two and make sure that the water runs clear before cooking with or drinking the water, just in case there are particles in the lines.
Who do I contact in case of a service disruption?
In the case of an unplanned disruption or an emergency, we will do our best to notify affected customers as soon as possible. However, if you find your home or business is without water and you have not heard from us, please contact TMWA's emergency line at 834-8090.
