Frequently Asked Questions
- How do I start or stop my utility services with the City of Tigard?
- Will I need a deposit to start service?
- Why do I receive bills from multiple providers: City of Tigard, Tualatin Valley Water, Clean Water Services?
- Who is “Clean Water Services”?
- Can I pay my bill online?
- Why is my bill the same as last month?
- What is a booster charge?
- Can I change the due date on my utility bill?
- How do I request emergency services?
- How do I shut off my water at the meter?
- My water meter box is full of water, is it leaking?
- Will the city search for leaks on my property?
- How often is my meter read by the city?
- Where can I find more information about water rates and billing?
- Where can I find more information about water supply and conservation?
1. How do I start or stop my utility services with the City of Tigard?
Stop by our office at 13125 SW Hall Blvd between the hours of 8 a.m. – 6 p.m., Monday through Thursday or you can simply call our office between those same hours at 503-718-2460.
2. Will I need a deposit to start service?
No, the City of Tigard does not require deposits for new customers.
3. Why do I receive a bill from multiple providers: City of Tigard, Clean Water Services or Tualatin Valley Water District?
Certain parts of the City will have their water and sewer services provided by two separate providers. In areas where the City provides only water services and sewer services is provided by Clean Water Services, customers will receive two bills, one from the City of Tigard for water service and one from Clean Water Services for sewer service. In areas where the City provides only sewer services and water service is provided by Tualatin Valley Water District (TVWD), customers will receive two bills, one from the City of Tigard for sewer service and one from TVWD for water service. Those customers who are receiving two bills are NOT being charged twice for utility services.
4. Who is “Clean Water Services”?
Clean Water Services is a water resource management utility committed to providing innovative wastewater treatment and storm waters services. For more information about Clean Water Services, please visit www.cleanwaterservices.org
5. Can I pay my bill online?
Yes, simply visit https://tigard.merchanttransact.com/ and register for online billing, payments and automatic withdrawals. You will need a credit or debit card with a Visa, MasterCard or Discover logo imprinted on the card. Please remember that when registering online your LAST NAME MUST BE IN CAPITAL LETTERS. Checking accounts will not be registered for online payments. If you wish to use your checking account without a debit card, learn more about our various payment options in the PAYMENT OPTIONS section..
6. Why is my bill the same as last month?
Water consumption is measured in Centum cubic feet (CCF). One CCF is equal to 748 gallons. Some customers have a very specific daily routine which carries over to a consistent use of water in their homes. Unless something changes such as guests staying over or a customer going away on vacation, it is not uncommon for the water usage to stay within the 748 gallon range.
7. What is a booster charge?
A “booster pump charge” is assessed to customers who reside in higher elevation zones and is based on the size of the customer’s meter. The charge recovers the additional cost of energy and pump capacity necessary to move water to the higher elevations.
8. Can I change the due date on my utility bill?
The Utility Billing division has divided the service area into eight various zones. Each zone has a specific meter read week, billing date and due date. This information is entered into the software the city utilizes for billing. The software and billing system doesn’t allow customer to determine their billing date.
9. How do I request emergency services?
Emergency services such as a water meter leak, water main break, fire hydrant leak, or clogged or overflowing sewer main, please call 503-639-1554. Please keep in mind this number is for emergencies only. Meters that have been locked for non-payment will only be turned on during regular business hours.
10. How do I shut off my water at the meter?
Please visit http://www.tigard-or.gov/city_hall/turn_water_off for detailed instructions on how to shut off the water to your home at the meter.
11. My water meter box is full of water, is it leaking?
Not necessarily, there can be many reasons that water could be retained in your meter box. Rain, lawn sprinkler systems, and other exterior sources can cause the meter box to fill with water. Most meter boxes are made of concrete or high strength plastic so it may take time for water to dissipate. If you see bubbles rising or obvious signs of the meter itself leaking into the box, contact the City of Tigard Public Works at 503-718-2591.
12. Will the city search for leaks on my property?
No, the city cannot enter private property to search for leaks. The city is responsible for leaks from the water main to the water meter. Property owners are responsible for leaks from the customer's side of the meter to the residence. If you suspect a leak in your system you might want to consider hiring a plumber or leak detection service. The City of Tigard cannot recommend plumbers or leak detection services.
13. How often is my meter read by the city?
Meters are read every month and bills are sent monthly to our utility customers.
14. Where can I find more information about water rates and billing?
Please visit http://www.tigard-or.gov/city_hall/water_rates.php
15. Where can I find more information about water supply and conservation?
Please visit http://www.tigard-or.gov/city_hall/water
There is no additional charge for any of our payment options.
- Pay by phone: 1-888-826-7211 with Visa, Mastercard or Discover.
- Online payment: https://tigard.merchanttransact.com/
Automatic payments from credit or debit cards is available.
- Drop box locations:
In-person, our utility billing department accepts cash, check, cashier check, money orders, Visa, Discover and Mastercard.
Mailing address: Tigard Utility Billing, PO Box 3129, Portland, OR 97208
Automatic withdrawal from your checking or savings account is available via our Utilit-Ease program.
- Drop box in the parking lot at 8777 SW Burnham Street
- Tigard City Hall at 13125 SW Hall Boulevard
- City Hall at King City, 15300 SW 116th Avenue
Here is how the "Utilit-Ease" program works. 1) Download and fill out the “Utilit-Ease” application. If you have selected to have the funds deducted from your checking account, please include a voided check with your application. If you have the funds deducted from your savings account, please include a deposit slip with your application 2) Mail or deliver by hand the application with the voided check or deposit slip to the Utility Billing office at City Hall. The mailing address is: Utility Billing, 13125 SW Hall Blvd. Tigard, OR 97223. Once the application is processed, we will automatically deduct the payment from your account. You will have plenty of time to review your bill before the due date, so if you have any questions with your bill, we can resolve them before your payment is withdrawn. You will see “DO NOT PAY” on your bill once you have been enrolled in the “Utilit-Ease” program. If you change accounts or want to cancel the program, let us know as soon as possible by contacting our office at 503-718-2460.
- Financial Aid:
If you receive your water bill from the City of Tigard and are struggling to pay it, you may qualify for emergency assistance. Assistance is available to individuals and families within the Tigard Water Service Area. It is not available to multi-family, commercial or industrial businesses.
The city partners with St. Vincent de Paul to provide financial assistance under certain circumstances. Citizens who demonstrate a financial need may receive assistance with the water portion of their bill (up to three times a year) provided they can pay the other portions of the utility bill. That includes charges for sewer, stormwater, and street maintenance fees that may be billed on the same bill.
Eligibility is determined by St. Vincent de Paul using the U.S. Department of Housing and Urban Development income criteria for utility assistance. For more information on this program, contact the local St. Vincent de Paul office at 503-684-8280. The agency uses an automated answering system, but promises to return calls within one business day.
Where your money goes
Water rates fund the upkeep of our safe and reliable drinking water system. This includes operation of our water treatment plant, water quality testing to ensure we have the highest quality drinking water, and maintenance of the network of pipes, pumps, reservoirs and wells that deliver water throughout the city. The water system delivers uninterrupted water on-demand to existing and new customers 24/7. The Booster charge is only charged to customers in higher elevations and this fee recovers the additional costs of energy and pumping necessary to move water to those higher elevations.
More information: www.tigard-or.gov/water
Sewer fees are set by the regional provider, Clean Water Services. These fees pay for processing wastewater, maintaining the sewer conveyance system, and the upkeep and construction of sewer treatment facilities. The city sets a local surcharge which helps fund vital sewer infrastructure maintenance in our local system. The Sanitary Sewer program keeps our community safe and clean by properly transporting, disposing of, and treating waste.
More information: www.tigard-or.gov/sewer
Surface Water Management (SWM) fees are also set by Clean Water Services. The fees collected are used to maintain storm runoff facilities (ditches, street drains, catch basins). These funds are also used to help clean up local streams and rivers in our area. Overall, this program protects the environment from polluted runoff and helps minimize flooding. The city sets a surcharge to help fund projects and programs in the Tigard area, such as the stabilization of Kruger Creek.
More information: www.tigard-or.gov/stormwater
Street Maintenance Fee
The Street Maintenance Fee (SMF) is primarily used to fund routine maintenance of Tigard’s roads through the Pavement Management Program. This program identifies roadways to fund improvements that preserve the pavement, extend the life of our streets, and improve the overall quality of Tigard’s transportation routes. In addition, the SMF pays for landscaping maintenance in the public right-of-way.
More information: www.tigard-or.gov/paving
Parks and Recreation Fee
The Parks & Recreation Fee helps fund a portion of the maintenance and operation of our growing system of parks, trails, fields and open spaces. The PARF also funds Tigard’s recreation program, to enhance and enrich the lives of Tigard’s residents.
More information: www.tigard-or.gov/parks | www.tigard-or.gov/recreation
Transportation Utility Fee
The Transportation Utility Fee is dedicated to capital construction in the River Terrace neighborhood and is only charged to customers in that area of the city. The fee funds projects to build new infrastructure such as bridges, roads, intersections, and sidewalks within River Terrace.
Rates and Information
New water rates will go into effect July 1, 2021. Details are here.
Below is a comparison of the current utility bill rates and the impact of the rate increases taking effect July 1, 2021 for a typical residential customer. This is for estimated purposes only and does not reflect any individual customer’s actual bill.
All single family residential customers have the same fixed fee (regardless of meter size), typically use 6 ccf of water per month, and typically have a winter average sewer usage of 6 ccf per month. They also have an equivalent dwelling unit of 1. The typical customer does not have the water booster charge and does not pay the Transportation Utility Fee (River Terrace residents only).
Typical Monthly Bill -
Single Family Residential Customer
Understanding Your Utility Bill
Water Meter Sales
During the Covid-19 pandemic, the Utility Billing Counter is closed.
Please provide the following items to Utility Billing via email to purchase your meter:
- Completed Water Meter Fixture Unit Worksheet:
Additions/Remodels/ADUs | New Buildings
- Copy of building or plumbing permit application date-stamped by building division.
- Copy of issued building or plumbing permit.
- Utility Billing will contact you to make payment by Visa, Mastercard or Discover over the phone.
Your fixture count will be verified and your request will be processed upon receipt of these documents. No exceptions.
Check for Leaks / Request a Leak Adjustment Credit
- Look for Drips. Check showers and faucets for leaks. Look at each fixture and look under sinks in cabinets for drips too.
- Check Toilet for Leaks. Listen for leaks. Do you hear water running? Just because you don’t hear the toilet tank making noise doesn’t mean it’s not leaking.
- Remove the tank lid.
- Drop one dye tablet into tank (tablets are available for free at Utility Billing, City Hall or Public Works) you can also use 10 drops of food coloring.
- Put the lid back on.
- Wait for at least 30 minutes then look in the bowl. If you see colored water, you have a leak.
Note: Many toilet leaks can be fixed by a do-it-yourself plumber, and repair parts are
relatively inexpensive to purchase.
Other Leak Possibilities:
Request a Leak Adjustment Credit:
- Check Refrigerator and Ice Maker
- Check Dishwasher
- Check Laundry Room
- Check Humidifiers, Water Heaters
- Check Outdoor Water Fixtures
- Check Sprinklers. Turn each sprinkler zone on and look for low pressure, water bubbling out of the ground or broken sprinkler heads. Look for brown spots where sprinklers are not covering like they should. This can be a sign of a leak.
- Call for Help. Contact Tigard Public Works Department to ask for a leak check on your water meter. A Public Works person will come to your home and check your water meter to see if it is registering usage while all your water fixtures in the home/business are off. This test will determine whether or not you have a constant leak. To request this free service call 503-718-2591 during business hours (8 a.m.-6 p.m., Monday-Thursday).
- If you have experienced a leak you may be eligible for a Credit for Leak Adjustment. If you have any further questions regarding your water meter or leaks, please contact the Utility Billing office, 503-718-2460.
Keep Water Meter Accessible
Water customers are asked to ensure there is easy access to water meters located on their property. Easy access to your water meter enables Tigard staff to read your meter, perform repairs and routine maintenance, and to turn the water off in the event of a leak or other water emergency.
Many water meters throughout the water service area are obscured or are difficult to access due to overgrown vegetation, fencing, landscape walls and other obstacles. A minimum clearance of two feet is required around water meter boxes and there must be a clear, direct path from the street to the meter. For more information contact Utility Billing at 503-718-2460.
Be kind to your meter reader! The next time you're working in the yard, take a few minutes and check out the area around your meter.
- Is it easily seen from the street?
- Do you have to push shrubs or tree limbs out of the way to get to it?
- Do you have to duck down or crawl to read it?
If any of these are true, our meter reader will have trouble reading your meter. Feel free to call the Utility Billing office for advice on maintaining your meter, 503-718-2460.
The city’s municipal code, TMC 12.10.160 states the following: “Each customer is required to maintain vegetation and other obstruction free zone a minimum of two feet around the water meters, fire hydrants or other water appurtenances. Clear access to the meter shall be from the street side in a direct path to the water meter. The customer shall remove any obstruction within 30 days’ written notice from the city. Failure to maintain the area within the time ordered by the city may result in city personnel clearing the area to meet the city’s meter reading and maintenance needs. The City Council may establish a service connection maintenance fine by resolution for violation of this provision. This fine may be included in the utility bill. Failure to pay fine may result in discontinuance of service. The city shall have no liability for trimming of maintaining vegetation in order to read meters.” The service connection maintenance fine in the Master Fees Schedule is currently $30.
Reading the Water Meter
Simple instructions for reading your meter can be found above under "Check for Leaks."
Meters are read monthly for billing purposes. We do not estimate the reads for billing unless we are physically unable to read the meter. Generally, this is limited to meters that have been blocked by vehicles or cannot be located because of excavation in the surrounding area. Consumption is measured and billed in units of one hundred cubic feet (ccf).
Each week we read approximately 2,000 meters during a three day period and we pride ourselves on maintaining an error rate of less than .1%. However, there will be times when a meter is misread. If you find that the current read on your bill does not match the read on your water meter, call the Utility Billing office for an adjustment, 503-718-2460.
The City of Tigard Utility Billing division has created this privacy statement in order to demonstrate our commitment to the protection of personal information and customer records. We consider “Personal Information” to mean any information or combination of information that is used or intended to be used to identify a discrete individual, and any other non-public information that is associated with our customers.
It is the practice and intent of the Utility Billing staff to keep customer information private to the full extent of the law in accordance with the Oregon Consumer Identity Theft Protection Act (2007), ORS 646A.600-628 and the Federal Trade Commission, Red Flags Rule in conjunction with the Fair and Accurate Credit Transactions Act (2003).
Personal Information Collected and its Use
Tigard Utility Billing will use the personal information you submit to us to register you for and provide utility services including services related to your utility and analytics and information about your consumption efficiency. It is used to respond to your requests, resolve disputes, and troubleshoot problems with your account. The Utility Billing division uses Payment Card Industry Data Security Standard (PCI-DSS) and Europay-Mastercard-Visa (EMV) capable security controls for protecting credit and debit card information for all electronic and telephone payment methods provided by the Utility Billing division.
In order for you to use billing or payment services, Tigard Utility Billing may require you to provide the Tigard Utility Billing division with applicable information, such as billing name and address, credit or checking account number, driver’s license number or state identification number, employer, bank account information or other data applicable to the kind of services requested.
The City of Tigard Utility Billing staff is educated on the importance of privacy and confidentiality. Only those employees who have a legitimate business reason can access account information. We exercise disciplinary action against any employee violating these standards. We understand your concerns in regards to identity theft and we employ standard identification procedures designed to deter these situations. Even when you are no longer a customer, all of your closed and inactive utility accounts will continue to be covered under the privacy policies and practices describe in this statement. We may provide your personal information to third-party service providers who work on behalf of or with the City of Tigard to provide you with the services you requested. These would include billing services, sewer service, collection agencies, and Public Works services.
The City of Tigard reserves the right to disclose your personal information if required by law enforcement relating to investigations or alleged illegal activity.
Utility Billing Policies
The late payment schedule is as follows:
- 7 Calendar days after due date, customers will receive an automated courtesy payment reminder call.
- 15 Calendar days after due date, customers will receive an “Urgent Notice” letter in the mail.
- 26 Calendar days after the original bill due date, customers will receive a 2nd automated courtesy payment reminder call.
- 29 Calendar days after the original bill due date, customers will be mailed a “Final Notice” with a $10 fee that notifies the customer of the fee and informs the customer that water will be shut off after 10 a.m. on the due date shown on the Final Notice.
- 35 Calendar days after the original bill due date, customer water will be shut-off and an additional fee of $50.00 will be added.
There will be a $65.00 charge for unlocking and turning on water meters after 5 p.m. Mon-Fri and on Weekends
The City of Tigard offers the following methods to pay your utility bill.
- Telephone 24/7- there is no additional fee. 1-888-826-7211, payments made by telephone are immediately credited towards your account. Payments can be made by credit or debit cards with the Visa, MasterCard, or Discover logo. American Express is not accepted.
- Online (https://tigard.merchanttransact.com/) there is no additional fee and payments are immediately credited towards your account. You can also choose to receive paperless billing and choose to have your payments made automatically if you wish.
- “Utilit-Ease” - a payment program where your payment is automatically withdrawn from your checking/savings account. Please stop by City Hall to pick up an application. There is no additional fee for this option.
- In person at City Hall. Cash; check; Visa, Mastercard, or Discover credit or debit cards; are accepted. ID will be required for check or card transactions.
- By mail - check or money order in with payment stub to: PO BOX 3129, Portland, OR 97208
- Drop boxes for payments are located at: Check or money orders only with account number
- Please note, any payment less than the total amount due will be applied proportionately among the charges with the oldest charges and any late fees paid off first.
- Any notations on checks with the intent of affecting the application of payment or waiving of city rights shall have no bearing and will be mailed back to the customer.
- If you believe there is an error on your account, please call our office at 503-718-2460 Monday through Thursday, 8 a.m. to 6 p.m.
- If you have moved from one property to another within the Tigard service area any outstanding balance on your previous account will be transferred to your current account.
- If you need to cancel or start service the city needs to be notified two business days prior to the move.
- In some instances a copy of a rental agreement or contract showing residence or ownership may be required to start service.
- If you have an after-hours water emergency, call 503-639-1554 (this number is for emergencies only). Staff will not be able to unlock meters shut off for non-payment.
- If your business or residence has medical requirements with patients, contact the Utility Billing office 503-718-2460 to notify them of the requirements. Documentation may be required.
- The regulations governing the Utility Billing and Service can be found in the Tigard Municipal Code Title 12.
Water Line Insurance Alert
A few Tigard water service area customers have contacted the city regarding information mailed to them about insurance for repairs or replacement to water supply lines. The City of Tigard is not affiliated
with the company offering such coverage and is not involved
with this mailing. The city does not endorse or have any partnership with any organizations offering this service. Any questions regarding the mailed information should be directed to the company listed in the material. You are not obligated to purchase this insurance.
The city is responsible for maintenance, repair, and replacement of the water service line between the street and your water meter. Property owners are responsible for maintenance and replacement of the water service supply line from the water meter outlet to the home, and all water pipes and fixtures inside the home.City of Tigard Staff Contact:Jared Isaksen
Assistant Finance Director