FREQUENTLY
ASKED QUESTIONS
DISTRIBUTION DEPARTMENT
SOURCE AND TREATMENT
CROSS-CONNECTION CONTROL/BACKFLOW
PREVENTION
AUTOMATIC DEBIT PAYMENT PROGRAM
Distribution Department
1. I have discolored water in my house.
Is it safe and why is it discolored?
Yes, the water is safe. The
substance you see is manganese, which is a natural precipitant of
treated water and normally adheres to the sides and bottom of the
water main. When the pressure and/or flow of the water changes the
manganese can scour off the walls of the main and get into your
home or business. Manganese is a natural mineral and is not harmful.
Discolored water happens when a water main is bumped or moved, as
in construction, or there is a change in the pressure and/or flow
within the pipe, such as what happens when a fire hydrant is opened,
a valve is operated or a main is broken.
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2. What can I do about
the discolored water?
Discolored water can be caused
by many factors, i.e., construction in the area, lightening strikes,
operation of a fire hydrant, natural ground movement, and adding
additional pumping capacity to the water system. Because most of
these factors can not be anticipated or controlled by CAW, it is
necessary to address the situation after it has happened.
1. Determine if the discoloration
is in your hot water or your cold water. If only your hot water
is affected the problem most likely is in your hot water heater
and you will have to address it as a maintenance issue.
2. If your cold water is
affected, use as little hot water as possilbe to keep the discoloration
out of your hot water tank.
3. If your water is just
slightly discolored the color of a brown paper bag or lighter,
open all and only your cold water taps and let them run 5-6
minutes.
4. Flush your toilets 2-3
times.
5. If the initial cold
water flush does not clear up the problem, wait about an hour
and repeat flushing. This amount of water should not affect
your water bill.
6. Do not wash laundry in discolored water, it will discolor
light clothes. If your water becomes discolored during a laundry
in cycle, keep the laundry damp until the water clears. Rewash
the clothes, DO NOT USE CHLORINE BEACH.
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3. Why is my water pressure low?
Most often low pressure is a problem with
the private plumbing and not something Central Arkansas Water
can remedy. Things like galvanized piping, faulty pressure regulators,
and stopped up faucet screens can cause low pressure. At the customer's
request Central Arkansas Water will perform a pressure and flow
test at the meter to confirm there is adequate water to and through
the meter. A comparison test will be done at an outside faucet
if one is accessible at the front of the house. A note will be
left reporting the results. The customer need not be home at the
time of the test.
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4. The water pressure in my house is too
high. Can the Water Company turn the pressure down at my house?
To ensure that water pressure is sufficient
to all our customers, it is necessary for Central Arkansas Water
to maintain a higher pressure in the water mains than is recommended
for your plumbing. Refer to the Arkansas Department of Health Plumbing
Codes
(Arkansas Plumbing Law)
for approved ways to regulate the water pressure after it leaves
the water meter. The water meter does not regulate the pressure
in any way.
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5. I need to find my houseline and my pressure
regulator. Can Central Arkansas Water locate them for me?
Central Arkansas Water does not have any
records on how your plumbing lines are run, where your shutoff valve
is or where your pressure regulator might be.
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6. If the leak is across the street or the
neighbor across the street ordered a new meter, why are you digging
in my yard?
Water is delivered to your neighborhood by
a water main system. Generally a street will have only one main
running down it. To get the water to the customers on the opposite
side of the street Central Arkansas Water will run a SERVICE underground
from one side of the street to the other. The main is probably on
your side of the street and we have to dig in your yard to tap into
the main for the service line.
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7. Will Central Arkansas Water Facilities
leaks cause my bill to be high?
Leaks on mains, services, valves, and fire
hydrants will not affect your bill. Some meter leaks on the outlet
side of the meter can have an affect on your consumption and if
that is the case you will be advised so you can contact Customer
Service for an adjustment.
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8. What are Central Arkansas Water's area
of responsibility?
Central Arkansas Water maintains the public
mains, valves, fire hydrants, services, valve boxes, meter boxes
and water meters in our system. We also maintain approximately 1
- 2' of pipe on the outlet side of the meter. This is referred to
as a 'tailpiece'. Any leaks at the connection to the "tailpiece"
and on up to and into the structure is considered plumbing and is
not maintained by Central Arkansas Water. Some commercial properties
have "Private Facilities" and those are NOT maintained
by Central Arkansas Water. Contact Central Arkansas Water if you
are not sure if your facilities are maintained by CAW.
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9. My water meter is hard to turn off and on. Can
you fix it so I can turn it off and on easily?
The valve on the water meter is for use by
Central Arkansas Water personnel. If we inspect the meter and find
the shutoff valve operates to our satisfaction it will be left as
is. The Arkansas Health Department Plumbing Code requires the customer
to have a shutoff valve outside the meter box that will shut
off the water to the entire structure in case of an emergency. It
is a good idea to locate your shutoff valve, be sure it is in good
operating condition and mark it so it is easily operated in case
of an emergency.
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10. You tore up my yard working on the
water lines. What are you going to do about it?
When it is necessary to excavate on your
property Central Arkansas Water will make every effort to return
the site to the condition we found it. Depending on the time of
year this can take several weeks if sod and plant material is not
available at the time of the initial excavation.
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11. There was nothing wrong with my water
meter. Why did you suddenly come out and change it?
Meters, like other equipment, age with time.
We change out meters to ensure accurate use of the meter.
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12. I am going to landscape my yard and
change the grade. How do I get the meter box and/or valve box adjusted
to the new grade?
As soon as the new grade is established call
Central Arkansas Water's Distribution Dispatch (377-1239) and they
will send someone to adjust the boxes. Be sure to give CAW a few
days notice because it is not always possible to respond to such
requests immediately.
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13. There are colored markings all
over my yard and in the street. What's going on?
Arkansas state law requires anyone making
an excavation to notify owners of underground utilities of their
intent to dig in a specific location. The white lines are the area
of the intended excavation and the colored lines are the location
of underground utilities. You may want to visit the
Arkansas One Call Home Page
for more details.
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14. There was a main break and my water
was off. Do I need to boil my water now?
It is not always necessary to issue a Boil
Order every time the water is turned off. There are several factors
that are considered before a Boil Order is issued. If it is determined
a "Boil Order' is required you will be notified either by a door
hanger or signs posted in the affected area. Additionally the media
will be notified for broadcast. FAQ's-BOIL
WATER - ADH-DOE
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15. I have questions about doing my
own plumbing or I want to check out what my plumber is telling me.
Can Central Arkansas Water answer my plumbing questions?
Central Arkansas Water personnel are not
plumbers and are not qualified to answer plumbing questions. You
may find it helpful to visit the Arkansas Department of Health site
and browse the "Plumbing Law" section. Division
of Protective Health Codes Services Page
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16. Why did you turn off the water
in my neighborhood without telling us?
Keeping our customers informed is a priority
with Central Arkansas Water. If Central Arkansas Water has a planned
project that requires the water to be off, every effort will be
made to notify our customers prior to the shutdown.
However, many times there are spontaneous
breaks or breaks caused by contractors hitting the water lines.
In those emergency situations we will respond as rapidly as possible
to get the water shut off, make repairs and get the water back on.
Even in an emergency we will make every effort to keep our customers
informed.
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17. Central Arkansas Water did an
investigation and said the problem appears to be on my lines. Will
you tell me who to call and what they need to do to fix the problem?
Because Central Arkansas Water employees
are not plumbers, we do not specifically identify plumbing problems
or answer specific plumbing questions. To get the problem repaired
the Arkansas Plumbing Code allows a property owner to make repairs
on his own plumbing lines. If you are not the property owner and/or
do no feel you can make repairs, we recommend you check the Yellow
Pages for a licensed plumber for advice and assistance.
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18. How do I prevent frozen pipes
in the winter time?
http://www.healthyarkansas.com/news/pdf_02_bb/jan13_02.pdf
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19. What is a Cross-Connection?
A cross-connection is a DIRECT, INDIRECT,
or a POTENTIAL connection between Central Arkansas Water's (CAW)
distribution system and another system of questionable quality.
For example, the most common cross-connection is a common garden
hose. If the garden hose happens to be connected to chemical applicator,
at the same time there is a reduction in system pressure, water
can be sucked back through the hose and into the public water mains.
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20. What is backflow?
Normally water flows from the distribution
system through the customer's meter and into the facility. Backflow
is the reverse of flow of water from its normal direction back into
the distribution system. This occurs when a cross-connection exists.
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21. What causes the backflow?
Backflow may occur when there is a loss of
system pressure or the customer's water pressure increases above
that of CAW's distribution system.
Two types of backflow are BACKSIPHONAGE and
BACKPRESSURE.
BACKSIPHONAGE occurs when low or negative
pressure on the supply side of the system causes the reversal of
the normal flow of water. It may be caused on the supply side of
the system when there is a break on a water main, increased water
usage during fire fighting, or when a motorist hits a fire hydrant
and causes damage.
BACKPRESSURE occurs when the water pressure
within the customer's plumbing system exceeds the pressure of the
water utility's distribution system. Backpressure may be caused
by differences in elevation, booster pumping, or a chemical injection
system.
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22. What is the primary health
risk?
The primary hazard associated with cross-connections
is contaminated water being drawn back into the public water system.
If consumed, the contaminated water can cause serious illness.
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23. How common is a backflow
occurrence?
The Arkansas Department of Health has documented
numerous cases of backflow on public water systems within the state
and across the country. Backflow incidents are not always documented;
therefore, it is unknown just how often incidents occur.
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24. What can be done to protect
our public water system from cross-connections?
In 1995, the Arkansas Department of Health
(ADH) amended Act 96 of 1913 (Rules and Regulations Pertaining to
Public Water Systems) and mandated that all public water utilities
institute a Cross-Connection Control Program. The intent of the
program is to locate, identify, and eliminate, or protect against,
all potential cross-connections. Customers found to have a cross-connection
or a potential cross-connection must be isolated from the public
water system. CAW requires the installation of a Reduced Pressure
Zone Assembly (RPZA) on all water services where a potential cross-connection
may exist. RPZAs, unlike older non-testable devices such as swing
check valves, dual check valves, and atmospheric vacuum breakers,
are testable in place to assure proper operation.
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25. What type of device is needed
for my level of hazard?
CAW requires the installation of an RPZA
on the water service of all facilities that pose a potential hazard
to the public water supply.
State regulations also require the protection
of the public water system from the potential of backflow from Fire
Sprinkler Systems. The installation of a Double Detector Check Valve
Assembly (DDCVA) is adequate unless the Fire Sprinkler System has
additives or a secondary water source is present. In this situation,
we require the installation of an RPZA.
Underground Irrigation Systems pose a high
health hazard and also require the installation of an RPZAs.
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26. How does CAW determine the
need for devices?
All commercial and industrial customers within
the CAW service area periodically will receive a survey questionnaire
in the mail. We ask that you complete and return the Survey Form
to us. CAW then will determine whether state regulations require
the installation of an assembly. In some cases, it may be necessary
for CAW personnel to perform an on-site inspection. If the survey
requires an on-site inspection, a service charge is applicable.
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27. What facilities typically
have hazards that require an RPZA assembly?
| Air Conditioning Cooling Towers |
Metal Plating Plants |
| Auto Repair, Paint & Body Shops |
Medical Facilities |
| Beauty, Barbers & Nail Salons |
Multi-water Services |
| Car & Truck Wash Facilities |
Recycling Facilities |
| Commercial Laundries |
Restricted Facilities |
| Facilities with Swimming Pools |
Restaurants & Clubs |
| Farms & Agricultural Operations |
Schools |
| Film Processing Laboratories |
Sewer Plants |
| Food Processing |
Sites with Pumps |
| Funeral Homes |
Sites with Chemicals |
| Health Clubs & Spas |
Tattoo & Piercing |
| Industrial & Manufacturing |
Testing Laboratories |
| Landfills & Dumps |
Veterinarian & Kennels |
| Lawn Irrigation Systems |
Zoos & Animal Shelters |
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28. What are the installation requirements?
The Arkansas State Plumbing Code (ASPC) mandates
that only licensed plumbers may install assemblies. If the assembly
is on a Fire Protection System, then only personnel licensed by
the State of Arkansas and holding a Registered Mechanical Engineer
license or employed by a company licensed by the Fire Protection
Licensing Board may install assemblies. The vent of the relief valve
on the RPZA shall be between 12" and 30" above ground. Horizontal
clearance shall be 30" between the assembly and an adjacent wall,
12" on the opposite side, 8" at each end, 6" above the highest point,
and 12" underneath the assembly. Assemblies 3" or larger in diameter
shall have adequate support and all installations must have a strainer
and blow-off. An assembly cannot be mounted in a vertical position
unless it specifically designed for this orientation.
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29. Where must I locate the RPZA
assembly?
RPZA's must be installed above ground on
the customer's side of the meter and before the first point of use.
If the installation is inside a building, it must be in a location
providing adequate drainage for discharge.
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30. How do I protect my assembly in
freezing weather?
Permanent outdoor assemblies must be in an
approved enclosure (American Society of Sanitary Engineering Standard
1060).
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31. What are the requirements for testing
the assembly?
The ADH mandates the testing of assemblies
within 10 days of installation and annually thereafter. The department
requires the testing of assemblies on irrigation systems each spring
or with placement back in service.
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32. Who has authorization to test?
Only personnel with Assembly Tester Technician
certification from the ADH may test backflow assemblies in the CAW
service area. Only personnel with a valid license from the Arkansas
Fire Protection Licensing Board and the AHD may test assemblies
on Fire Protection Systems. A listing of Certified Assembly Tester
Technicians may be found in the Yellow Pages under "Backflow Prevention
Devices & Services," "Sprinklers - Lawn and Garden," and the
plumbing section. The following web sites also provide listings
of testers:
Backflow
Prevention Association of Arkansas
Arkansas
Department of Health
In addition, CAW
has available a partial listing of local certified testers.
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33. Who is responsible for the
cost of installation, testing and maintenance?
Under the Arkansas State Plumbing Code, the
customer is responsible for all costs
associated with the installation, testing, and maintenance of backflow
assemblies on
their premises.
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34. What is the hardness of the
water?
The hardness of the water provided by Central
Arkansas Water is between 1.0-1.7 grains/gallon or 17-29 mg/L. This
is considered a "soft" water.
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35. At times my water smells
like bleach. Why?
Chlorine is added to the water for disinfection.
It killls disease-causing microorganisms called pathogens. The Safe
Drinking Water Act requires that a chlorine residual be maintained
throughout the entire distribution system. To accomplish this, sufficient
amounts of chlorine must be added at the treatment plants and at
booster chlorination sites located in certain areas of the distribution
system.
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36. There are small white particles
clogging the aerator on my faucet. What are they?
The white particles are possibly pieces of
the dip tube from your hot water heater. Several manufacturers of
hot water heaters used polypropylene dip tube between 1993 and 1996.
These dip tubes have a tendency to fail and break up. If you run
out of hot water quickly, this is a sign your dip tube has failed.
Another test is to clean the aerator and then run only cold water.
If the particles do not appear, run you hot water and see if the
particles appear. If so, this is sure sign they are coming from
your hot water heater. If your dip tube has failed, you need to
either replace the dip tube or your hot water heater. It is a good
idea to flush your hot water heater annually.
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37. Does Central Arkansas Water
add fluoride to the water?
Yes, to the level of 0.8 mg/L as recommended
by the Arkansas Department of Health.
Fluoride in drinking water has been shown to decrease the incidence
of tooth decay. USEPA has established an upper allowable limit of
4.0 mg/L for fluoride.
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38. What are coliforms and are
they harmful?
Coliforms are generally harmless bacteria
that are found in the intestines of warm-blooded animals. The presense
of coliforms indicates that the water may be unsafe to drink because
pathogeacteria are also found in the intestines of animals and humans.
This is why coliforms are called indicator organisms. The presence
of coliforms in a water sample indicates that pathogenic bacteria
may also be present.
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39. Is drinking water completely
free of microorganisms?
No. Drinking water is disinfected to kill
all the pathogenic (disease-causing) organisms. Most microbes are
harmless.
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40. Does water from Central Arkansas
Water meet all federal and state standards?
Yes. Central Arkansas Water has never had
a compliance violation of the federal Safe Drinking Water Act or
the State of Arkansas' Rules and Regulations Pertaining to Public
Water Systems.
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41. Who do
I call if I have a water quality problem?
Call the
Central Arkansas Water laboratory at 223-1574 with
all water quality problems except discolored water. Laboratory personnel
will sample your water and investigate. If you are experiencing
discolored water, call the Distribution Department's dispatch center
at 223-1550.
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42. How is
my water treated?
Central Arkansas Water
uses conventional treatment at both its water treatment plants.
The treatment processes include coagulation, flocculation, sedimentation,
filtration, and disinfection. Raw water from Lake Winona and Lake
Maumelle flows to the Ozark Point Treatment Plant and the Jack H.
Wilson Treatment Plant.
The water first enters the treatment plants
at flash mixing chambers, where the coagulant aluminum sulfate (alum)
is added for particle removal, and lime is added for pH adjustment.
Activated carbon is added seasonally for taste and odor control.
Water then flows to the flocculation basins where the water and
chemicals are gently mixed to form "floc", which consist
of agglomerations of suspended particles such as silt, bacteria,
and algae. The water then flows into sedimentation basins where
most of the "floc" settles out and is removed from the
water. The water then flows downward through filters of sand and
anthracite where any remaining "floc" particles are removed.
Before and after filtration, chlorine is added for disinfection.
Finally, fluoride is added for the prevention
of cavities in children's teeth, phosphate for minimizing corrosion
in the distribution system piping, and lime for final adjustment
of the water pH.
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43. How
often is the water tested?
For
Central Arkansas Water, monitoring and testing of the water
begins at the raw water source and-for some potential contaminants-continues
to the tap. Our laboratory and treatment personnel conduct approximately
155,000 water quality test every year at the various stages of water
production, treatment, and delivery-an average of 425 tests per
day.
In addition, the Arkansas Department
of Health performs approximately 600 water quality analyses on samples
collected from our raw water sources, Lake Maumelle and Lake Winona;
our treatment facilities, the Jack H. Wilson Treatment Plant and
the Ozark Point Treatment Plant; and our distribution system of
more than 2,200 miles of water mains.
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44.
What is the Automatic Draft Payment Program?
A
program that allows you to automatically pay your montly utility
bill through a checking or savings account.
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45.
Is there a cost for using the Automatic Draft Payment Program?
This
service is free.
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46. Why should
I participate?
Because
it's free, easy, dependable, and the least expensive way to pay
your monthly utility bill. It saves time and money.
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47. How
will it save me time and money?
No more checks. No
more money spent on postage and bill-paying supplies. And no more
worries about your payment getting lost or your not being able to
pay your bill while you are out of town.
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48. Will I still receive a monthly
billing statement and know exactly how much the bank will transfer?
Absolutely! For your personal records, you
will receive a monthly statement with a detailed breakdown of charges
for your water, sewer, and if applicable, solid waste services.
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49. How
long will it take to sign up my account for Automatic Draft Program?
It takes a complete
billing cycle (four weeks) to process your request.
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50. What if there
is a problem with my bill?
Simply contact our
Customer Service Center at 501-372-5161.
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51. When
will the bank draft my account each month?
On the due date indicated
on your monthly billing statement.
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