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1. How are the fees and charges established?

City Council establishes fees and charges based on anticipated expenditures to provide the corresponding services.

2. What possible reasons are there for unusually high monthly water and sewer charges?

High usage
- New or more serious leaks in faucets or toilets
- Broken water lines
- Incorrect meter reading or clerical error
- Failed water meter
- Theft of water, or vandalism by others

3. How may water leaks or broken water lines be detected?

A simple process may be followed to detect if leaks and/or broken water lines exist:
- Inspect all faucets and toilets for running water
- Discontinue all water usage during the next steps
- Write down the “reading” from the water meter
- Wait 5 or 10 minutes, with no water running, and write down the “reading” from the water meter again.
- Compare the two readings. If the second reading shows a larger number, water is flowing somewhere. If water usage was discontinued during the 5 to 10 minute test period, there is either a leak or a broken pipe. A plumber may be needed. The test can be repeated.

4. How may a utility customer test for a failed water meter?

A simple water meter test can be made by filling buckets of known sizes with water, reading the meter before and after, and seeing if the total volume of water matches the usage indicated on the water meter; for instance, a 5-gallon bucket could be filled and refilled a total of 5 times, and the water meter "before" and "after" readings should indicate about 25 gallons of water used. Other water usage at the address should, of course, be discontinued during this brief test period.

5. What services are available from the city to help residents?

The city will check for reading input errors or meter calibration if requested by the customer. If the meter reading was incorrect, of if the meter has failed, there is no charge for this service. Otherwise, there is a $25 service charge assessed to the customer. Adjustments to the water and sewer bill can be made as appropriate, and if the meter is faulty, it will be replaced by the city at no charge to the customer.

6. Where is the information regarding payment due dates, late fees, and turn-off requirements?

The utility bill summarizes payment information. City ordinances are available at City Hall for review of the more complete requirements.

7. Must everyone pay water, sewer, and sanitation charges all year?

Yes. The fees and charges include an availability of service component plus a usage component. The fees and charges are structured to bring in the needed revenues to provide the needed services.

8. May exceptions be made to the established due date requirements?

Yes. Exceptions may be made, but only in cases of exceptional circumstances or unusual occurrences, such as a result of personal or family illness or death, minor arithmetic errors, unusual postal delays, or unexpected, documented hardship.

9. When are bills sent, and when are unpaid bills delinquent?

Bills are rendered monthly by the 5th working day of each month. A delinquency fee of $15 is assessed on all accounts for which payment is not received on the 25th of that month. The delinquency fee may be waived when a sworn affidavit is provided by the utility customer that no bill was received due to circumstances beyond their control.

10. When is water service discontinued, and how may water service be resumed?

Water service is subject to discontinuation whenever the total charges are delinquent for 2 months of service. Restoration of water service can occur only after the delinquent bill is paid in full, including the delinquency fees. The cut-off cut-on service charge is $25 when water department personnel are dispatched to a customer’s address for reconnection of water. This will also apply for disconnection of water after hours.

11. When can water/sewer/sanitation billings be adjusted?

The city shall have the right to adjust water and sewer bills in the case of loss of water through an "excusable defect" in the customers water line. An excusable defect is due to a rupture or leakage caused by weather, settlement, corrosion, wear or accident. No leak adjustment shall be granted for irrigation systems, hose leaks, pools,fountains,hot tubs spas or other outdoor features No credit will be granted for sewer charges on pools, spas or the like. A plumbing repair bill or other evidence of repair must accompany a request for adjustment. The amount of adjustment to the water or sewer bill will be determined by averaging the past 12 months of usage. Credit may be given for one-half of the rate charged to usage in excess of the average.The city would credit half the cost of the leak and shall be approved by the City Manager.

12. Will the city investigate questionable utility billings?

Utility customers may order a meter re-read which shall include a meter accuracy check for a $25 service charge. If the meter reading was wrong or the meter is found to be defective the fee will be waived.

13. Can renters or tenants be made responsible for utility bills?

Water, sewer and sanitation bills are the responsibility of property owners. If the owners allow the bills to be sent to their tenants and the bill is not paid prior to them leaving it is the responsibility of the owner to pay the bill. The city does require a $200.00 deposit with all applications for service.The property owner and the tenant must sign a waiver to put the bill in the renter’s name this waiver clearly states that the owner is responsible for the payment of the bill.

14. What are the requirements regarding garbage and trash?

City side door garbage and recycling pickup service is accomplished weekly using uniform roll-our carts. Yard trash is to be placed adjacent to the city right-of-way and it is picked up weekly. Large items such as household goods, appliances, and furniture must be taken to collection dumpsters at the Tybee Island Public Works Complex on Polk Street. Please do not put construction debris in carts. Do not put any Hazardous material in carts. Used motor oil/batteries can be disposed of at Tybee Public Works on Polk Street which is open 7:30 a.m. to 3:30 p.m. Monday through Friday and Noon to 2 p.m. on Saturday and Sunday.

15. Who do I contact with questions or problems with my garbage/recycling?

You can call 912-964-2000. This is will put you directly to Atlantic Waste to report your missed pickup. You may also file a report online on the Sanitation Services page, which results in reporting to help make sure your problem gets resolved in a timely manner. Sanitation Services page.

16. What do senior citizens discounts cover and how can I apply?

Senior Citizens who file for homestead exemptions for their primary residence at Tybee can also apply for half-off discounts on the base rates for water and sewer by coming to City Hall to file. You must apply for this service fee reduction each year by April 1st. Seniors must meet the age and household income requirements and provide proof of income each year.