CUSTOMER UNDERSTANDINGS

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• It is the customer’s responsibility to keep their contact information current -- phone, email, and mailing address.
• Payments are due on the 11th of each month. Any payment rec'd by our office after this date is subject to a Late fee of 10%.
• The Grace period ends on the 23rd of each month - if your account is not paid in full before midnight on the 23rd, the account will automatically move to cutoff status and a Non-Payment Administrative (NPA) Fee of $50 will be added to your account. A team member will be dispatched to interrupt your service at our earliest convenience.
• Dora Utilities (DU) will not rollover unpaid balances from month to month.
• You may request a second meter reading by one of our technicians for a fee of $20. If it is determined that your meter was originally read incorrectly, the $20 fee will be waived.
• Dora Utilities requires a cutoff valve and regulator to be installed within 10 feet of the meter on the customer side of the meter. If your location is not equipped with these items or they are not working properly, they must be installed/repaired to avoid additional fees in the future.
• If you submit a request to have a technician turn your water off at our meter during working hours, you will be charged $100. If YOUR request is during nonworking hours, the charge will be $200. DU requires all customers to have a cutoff valve within 10 feet of the meter on the customer side to allow the customer access to turn their water on and off as needed. Under NO circumstance is it approved or acceptable for a customer to tamper with or access any portion of our meter. This includes turning off and on. The customer may, however, view and document readings at our meter for their records. Note: We will turn gas off/on at no charge under reasonable circumstances.
• I understand the following: Each account owner is responsible for all installation, repair and maintenance to any portion of their service beginning at the connection to our meter. This includes all costs associated with water loss during the event of a leak. DU is not required to provided assistance or discounts in relation to any amount of water loss. If the dial on the meter is spinning, the loss IS on the customer side of the meter (water loss on DU side would not cause the meter to turn). With this in mind, we urge each account holder to assume ownership and accountability for their water usage and the condition of the property surrounding the meter.
• DU crew members are not legally allowed to provide any type of service beyond the location of our meters. We do not fix customer leaks, make repairs, light pilot lights, or enter your residence. If you feel you have a gas leak, we will turn your service off until a licensed Gas Fitter can resolve the issue and restore service. It must be a licensed gas fitter. Note: Once a leak call has been made for your location, the meter will be cutoff, locked and will remain locked until a licensed gas fitter provides an all-clear communication with DU. (Handyman or self-repairs are not acceptable in this circumstance).
• If you are a sewer customer, please know: East Walker Sewer Authority is separate from Dora Utilities, Inc. Dora Utilities will bill and collect payments on behalf of East Walker Sewer. By signing below, you are agreeing to release your information to East Walker Sewer Authority (if you elect sewer services).
• If the area of Right of Way adjacent to your property/driveway has been covered with concrete, please know that DU has the authority to access that portion and all portions of the Right of Way for maintenance and /or inspection purposes. Upon completion of the inspection/maintenance work, the repairs made to that area may be completed using asphalt rather than concrete. For new construction beginning January 2024 - do not cover the Right of Way with concrete.

• DU crew members electronically read all meters once per month - typically on the 18th and 19th of each month. It will vary based on the calendar of events for each month. Billing periods are not for a calendar month but rather the middle of one month to the middle of the next month. Billing statements are printed and delivered to Dora Post Office on the 25th of each month - Exact dates could vary depending on the calendar of events for each month. DU is not responsible for the delivery of billing statements beyond the point of our deposit to the Dora Postal Service. Sign up for eBilling or Text to pay for additional delivery options.
• DU offers several payment methods:
  •  Use of credit/debit cards via phone, text, or online. This option comes with a fee payable by the customer at the time of the payment.
  • Use of an eCheck via phone, text, or online - there is NO fee for this service.
  •  Pay in person at our office location using cash or check.
  • Use our convenient drop box - insert your check and a copy of the billing statement 24/7.