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FAQ - Frequently Asked Questions

Q: How can I become a Maine Water customer?
Q: How do I open an account?
Q: How do I close my account?
Q: How often do you bill?
Q: Why is my water bill higher than I expected?
Q: Can you give me some tips to save on my water bill?
Q: How do I read my bill?
Q: What is an ‘estimated’ bill?
Q: Can I pay my bill online? What payment methods do you accept?
Q: If I leave my home for the winter, should the water be shut off?
Q: How can I access my account to review usage, billings, payments, daily average usage, and other account information?
Q: How much water is in a hundred cubic foot measure?

Q: How can I become a Maine Water customer?

A: You first need to determine if we provide water service at your location. Check with a customer service specialist to see if Maine water services your neighborhood. Call us at 1-800-287-1643 or 207.282.1543.

Q: How do I open an account?

A: To turn on water service or establish it in your name, please contact customer service at 1-800-287-1643 or 207.282.1543. Please have the following information available:

  • Service address
  • Name(s) to appear on the account - applicant must be the one to contact The Maine Water Company
  • Telephone number(s)
  • The date you want service to begin. (No weekends or holidays)
  • Notification if you are buying or renting the property
  • Complete billing address 

Bills for most residential customers are issued on a quarterly basis (Hartland customers are billed on a monthly cycle). Your first bill will be generated the next time we are in your neighborhood reading water meters.

Q: How do I close my account?

A: To close an account, please contact customer service at 1-800-287-1643 or 207.282.1543. Please provide the following information:

  • Your account number or service address
  • The date service should be taken out of your name
  • Available person to schedule appointment and be on site to allow access to the water meter if water service needs to be shut off. 
  • Your mailing address for the final bill
  • A current daytime phone number

Our Field Service representative will be at the service address on the date requested, between the hours of 8 a.m. and 3:00 p.m. If a new customer has called to request service at this address, the service person will leave the water on and will take a meter reading for billing purposes. A final bill will be mailed within two weeks after the final read.

Q: How often do you bill?

A: Most residential customers are billed every three months, while some of our larger business and commercial customers are billed monthly. However, Hartland customers are billed every month regardless of customer class.

Q: Why is my water bill higher than I expected?

A: Quite often higher bills are the result of increased water usage. Adding water using appliances, i.e. a washer or dishwasher, watering a new lawn, filling a swimming pool or using an irrigation system can increase your water usage significantly.

If you have not had any water usage changes of this nature, then you should check your property for leaks.

It is also possible that the bill covers additional days of use if your meter reading was not exactly 90 days after your last reading. Also if your past bill(s) may have been estimated (see What is an ‘estimated’ bill? below) and that your current bill is based on an actual reading that will include water usage above the amount estimated. If you have questions about your bill or water usage, please call our Customer Service department at 1-800-287-1643.

Q: Can you give me some tips to save on my water bill?

A: Visit our Conservation page for tips on water conservation, water calculator and the U.S. Environmental Protections Agency's WaterSense Web site has useful information on how to reduce water inside and outside the home.

Q: How do I read my bill?

A: Visit our How to read your bill Web page which provides an explanation for the line items on our bill. If you still have questions, please call Customer Service at 1-800-287-1643.

Q: What is an ‘estimated’ bill?

A: A bill is estimated when we have not been able to get an actual meter reading. There are several reasons why your bill may be estimated:

  • If the meter is located inside your home, we may not have access or the equipment that allows us to read the meter from outside doesn’t work
  • The meter may be damaged
  • Water meters operate like a car odometer. If one dial is between digits when the meter reader is there to take a reading, that reading may not be accepted. This is a temporary situation, and it is unlikely to occur on a regular basis.
  • Possible failure of the meter reading equipment or cut touch pad wire

If the meter reader left behind a meter reading card because we were not able to gain access to the meter, please follow the card’s instructions for taking the meter reading yourself. This will allow us to issue you an accurate bill. This information can be mailed, e-mailed to customerservice@mainewater.com or phoned in any time at 1-800-287-1643.

It’s also important to make sure the area near your meter pit or the outside meter reading device is clear of debris and vegetation. If you notice the outside reading device is damaged, please call us at 1-800-287-1643 to schedule a repair.

Q: Can I pay my bill online? What payment methods do you accept?

A: You can pay your bill several ways:

  • Pay your bill online with a debit or credit card (MasterCard or Visa), checking or savings account.
  • Sign up for electronic billing/payment online.
  • Pay by mail with a personal check in the envelope provided with your bill. Please remember to write your account number on the check and include your bill payment stub to ensure your payment is applied to the correct account.
  • Pay by personal check, cash or money order at our office in Saco or at any of our payment agencies across the state.
  • Direct Pay option - contact a customer service specialist to sign up to have the total bill amount taken out of a designated checking or savings account on the bill due date. Direct Pay Form

Q: If I leave my home for the winter, should the water be shut off?

A: It all depends on your heating system and how long you will be away. We recommend you contact your plumber to see if your home’s interior pipes and fixtures need to be winterized. This is especially important if you have a hot-water heating system.

If your heat will be shut off for an extended period of time and the plumber drains and winterizes the system, please call us and schedule to have your water service shut off at the street and remove the water meter. There is a turn on fee of $40 associated with this work. However, it may be needed to prevent the pipe that brings water into your home from freezing.

If you decide to leave the heat on while you’re away, it’s best to set your thermostat no lower than 55 degrees and have someone check to make sure your heating system is operating properly.

If you have any questions, please call one of our Customer Service representatives at 1-800-287-1643.

Waiver Form

Q: How can I access my account to review usage, billings, payments, daily average usage, and other account information?

A: Click here and follow the instructions to sign in. You will need to have your account number and service address to access.

Q: How much water is in a hundred cubic foot measure?

A: There are 748 gallons in a hundred cubic feet. If you measure units on your meter you used 2 HCF which equates to 1,496 gallons.