News and Service Notices

Dear Corix Customer,

In November of last year, we began the implementation of a new customer account and billing platform. As many can appreciate, the implementation of any new IT system often comes with hiccups and delays, and regrettably this one has been no different.

So, we would like to acknowledge and apologise for the unexpected billing delays and the inconvenience this has caused some customers.

Please rest assured customers will not be charged late payment fees of any kind, and accounts will remain in good standing. And as we do not provide account information to credit bureaus, customer credit ratings will not be affected.

We are now making steady progress bringing payments and billing up to date, and will have these issues resolved in the next couple weeks. We apologize sincerely for these inconveniences and appreciate your continued understanding and patience.

Questions?

Please contact Customer Care at customercare@corix.com.

As we’re experiencing increased calls and emails, our response times may be longer than usual. We promise to respond to your inquiry as quickly as possible.

Moving forward into cooler weather, many concerns around COVID-19 remain. At Corix, we've prepared to meet the continued challenges of this pandemic crisis. Wherever the next few months take us, our commitment as a company remains centered on our customers and providing the essential utility services you rely on every day.

COVID-19 and Customer Care

We understand COVID-19 has caused financial hardship for many households. As such, we’re offering a variety of financial assistance plans for customers accumulating unpaid balances on their utility bills. We advise all customers to stay current with their bills to avoid large balances that may be difficult to manage later, but if you’re unable to pay or have fallen behind on your bill, reach out to Customer Care. We’re happy to work with all customers to address their specific situation.

Please contact Corix Customer Care for more information about these programs, or any questions regarding your services.

Preparedness Plans

Our operations teams continue to ensure that critical supplies and equipment are always on hand to support our customers and provide access to critical services. Our Incident Command Team is working with local jurisdictions to ensure that Essential Operations Continuity Plans are up to date and that we are prepared for any potential COVID-19 impacts that may arise.

Working Safely: Together

Now more than ever safety is at the top of our minds. And we believe our science-based approach to the COVID-19 pandemic has prevented the spread of the virus within our workforce.

Our employees continue to work remotely, or in offices observing strict physical distancing rules. And all our field employees practice physical distancing, and proper mask and Personal Protective Equipment use when performing essential maintenance. When you see utility workers in your community, please allow them a safe distance (min 2 m/6 ft) to do their job.

At the Corix Group of Companies, we’re committed to efforts to control this pandemic, and we view communications with customers as an essential part of our service. For more information, please contact Customer Care.

Thank you.

First steps to reopening

Please help us stay safe

Patty Potty speaks her mind about “flushable” wipes

Proper sanitation remains critical in the fight to stop the spread of COVID-19. We urge everyone to follow the advice of public health professionals to wash hands frequently and thoroughly.

But even if we’re turning on the washroom tap more than usual these days; we mustn’t forget summer activities that have a much greater impact on water use. Here are a few tips to save water (and money) this summer.

Outdoors

• Regularly check outside spigots, garden hoses, and irrigation systems for leaks
• Only water lawns when needed and in the early morning hours, and not on windy days
• Set lawn mower blades higher as longer grass means less evaporation
• Weed lawns and gardens regularly as weeds compete with other plants for water
• Always water as close to plant roots as possible, and use mulch around trees and plants
• When planting, choose native plants or those well-adapted to your climate zone
• Collect water in a rain barrel for use on indoor and outdoor plants
• Cover swimming pools when not in use
• Wash cars with a bucket and sponge instead of a hose
• Use a broom, rather than a hose, to clean sidewalks and driveways

Indoors

• Repair dripping faucets and leaky toilets, and replace old fixtures with low-use models
• Take shorter showers
• Only run dishwashers and washing machines when they’re full
• If washing dishes by hand, use two basins rather than letting the water run
• Defrost frozen food in the refrigerator or microwave instead of running water
• Never use the toilet as a wastebasket

The decisions we’re making today

As the COVID-19 crisis evolves, we as individuals, organizations, and communities will have important decisions to make. Decisions that affect us all.

Corix responded quickly to the crisis, putting the safety of our customers and employees first. We determined early on that our decisions would be guided by scientific and medical facts, and our actions would be cautious and measured. And when in doubt, we would always err on the side of safety.

The decision to stay the course… for now

Based on those principles, we began working remotely, adopted physical distancing schedules for our operators and took other measures to protect everyone.

Those guiding principles remain firmly in place, but we recognize and appreciate the desire to begin opening our economies. We feel it too. And, as things begin to return to normal, please understand that we’ll continue to operate remotely and take precautions to protect you and our employees.

That decision is supported by the knowledge that all our systems continue to function normally, and all necessary maintenance is being done. More importantly, we believe we’re well prepared to continue providing those essential water, wastewater, and energy services you rely on, as we work through this crisis.

The decision to stay safe

While our services continue to function normally, our employees, like so many, are adapting to the new not normal. For now, all our employees will continue to work remotely; they will observe physical distancing; and they’ll use the proper personal protective equipment (PPE) in field and plant work.

For customers, this means we’ll continue our policy of suspending the disconnection of services and late fees; our offices will remain closed; and our staff will continue to observe physical distancing protocols when performing meter reads and maintenance in your area. We’ll keep you informed as the situation evolves.

Patty Potty says, “those so-called ‘flushable’ wipes might flush down, but they sure don’t flush out, honey”.

Customer Care

Our Customer Care staff are ready by email or phone to answer any questions about your utility services. You may experience longer hold times as we help other customers, and we appreciate your patience.

At the Corix Group of Companies, we’re taking appropriate, science-based actions to mitigate the impacts of COVID-19.

We’re committed to this unprecedented global effort and implore you do your part as well. If you require more information, please contact Customer Care.

Thank you.

At the Corix Group of Companies, our employees work every day to provide our communities with safe and reliable water, wastewater, and energy services. In the face of COVID-19, that commitment has never been stronger.

We’re also committed to keeping you continually informed of our efforts—and how you can help us, and your community, get through this together.

Please observe Physical Distancing

Billing considerations

We realize many customers are facing unexpected financial hardship as a result of COVID-19. As announced March 10, we have suspended late fee payments and disconnections for nonpayment.

In the meantime, we encourage all customers to stay as current as possible with bill payments, to avoid large balances that may be harder to manage later.

Scammers are still in business

A particularly ugly side of this crisis is scammers taking advantage of people when they’re most vulnerable. Please be extra vigilant for these phone, email, and online scams.

 

Disconnection Threat 

Never respond to a threat to disconnect your services. Disconnections have been suspended for the time being.

 

Requested Payment 

Never respond to an urgent request for payment, or purchase of a prepaid debit card. Our trusted payment options remain unchanged.

 

Personal Information 

Never provide personal information to someone claiming to be from a utility company. We would never request this by email or online form.

 

And while Physical Distancing should be your primary concern when allowing anyone into your home, if one of our field employees needs access to your water meter, they will first show you their Corix identification.

 

If you have any doubts whatsoever about the legitimacy of a phone call, email, or service visit—STOP—hang-up, delete the email, and contact Customer Care directly to report your concerns.

Patty Potty says ‘this ain’t no time for nasty plumbing’

Keep using those sanitary wipes, but PLEASE put them in the trash, NOT down the toilet.

Customer Care

Our Customer Care staff are ready by email or phone to answer any questions about your utility services. You may experience longer hold times as we help other customers, and we appreciate your patience.

At the Corix Group of Companies, we’re taking appropriate, science-based actions to mitigate the impacts of COVID-19.

We’re committed to this unprecedented global effort and implore you do your part as well. If you require more information, please contact Customer Care.

Thank you.

Unprecedented would seem to sum up what we’re all feeling and dealing with each day of the COVID-19 crisis. And each day at the Corix Group of Companies our commitment to providing you with essential water, wastewater, and energy services remains unwavering.

Among all the moving pieces, we’d like to provide you with an update of our activities, and some tips to help us all get through this together.

We are fully operational

Our plant and field employees are performing their duties and necessary maintenance to ensure our systems are functioning normally. All our administrative and customer support staff are working remotely.

The safety of your water system

According to the World Health Organization, COVID-19 is NOT transmitted through drinking water or sewage; and North American water treatment protocols are highly effective against biological pathogens. All our systems adhere to these strict protocols.

Protecting customers and employees

Our COVID-19 Incident Command Task Force has mandated the following company-wide measures:

• Social Distancing
  Our staff are practicing mandatory Social Distancing (min. 6ft/2m) during essential only customer visits. Please do the same should you see one of our employees or contractors working in your neighborhood.
• Water Meter Reads
  We continue to read meters located outside, however; our staff will not enter customer homes unless absolutely necessary. As such, meter reads may not occur as scheduled in some areas.
• Disconnections and Late Fees
  We have suspended disconnections and late fees until further notice.
• Customer Support
  Our customer support staff are on duty. You may experience longer hold times, and we appreciate your patience.
• Office Closures
  All staff are working remotely, with offices closed until further notice. For deliveries, please call/email for arrangements.

No wipes in the pipes please

This crisis is testing many of the systems we rely on – even those as mundane as our toilets.

The huge spike in sales of so-called “flushable” wipes and sanitary products is renewing calls to keep these products from going down toilets and clogging up sewer systems. And as Patty Potty knows, NOBODY likes a clogged toilet. So, if “No Wipes in the Pipes” doesn’t grab you, how about the 3Ps of Flushing?

Pee. Poo. Paper.
(Toilet Paper that is!)

At the Corix Group of Companies, we’re taking appropriate, science-based actions to mitigate the impacts of COVID-19.

We’re committed to this unprecedented global effort and implore you do your part as well. Should you require more information, please contact us.

Thank you.

Our thanks to the Save Water Texas Coalition and their outstanding Patty Potty campaign.

In light of the continuing COVID-19 crisis, we are extending our previously announced policy of suspending disconnections and late fees until further notice. No customers will be denied essential water, wastewater, or energy service.

At the Corix Group of Companies, the health and safety of our employees, customers, and communities is our top priority. This commitment guides our efforts to mitigate any public health or business impacts the COVID-19 outbreak may cause as we continue to provide safe and reliable water, wastewater, and energy services.

Core to our COVID-19 response is the creation of a company-wide Incident Command Task Force, charged with planning and executing the recommendations, actions, and protocols below. As this is an evolving situation, please continue to refer to this webpage for updates.

COVID-19 and Water and Wastewater

We are continually monitoring and following directives from primary public health authorities – the Public Health Agency of Canada, US Centers for Disease Control and Prevention (CDC), and the World Health Organization (WHO) – for any new guidance on water and wastewater treatment protocols. These authorities have declared:

• A source of clean, reliable water for drinking and personal hygiene is considered a fundamental necessity in the fight against COVID-19.
• According the World Health Organization (WHO) there is no evidence COVID-19 is transmitted through drinking water or sewage.
• Water treatment and handling protocols used in North American water and wastewater plants are highly effective against biological pathogens.

For further information about COVID-19 and drinking water and wastewater, please refer to this statement from the US Environmental Protection Agency (US EPA).

Our Water Treatment Protocols

• All our systems are regulated by state, provincial, and/or federal water agencies. We continually meet or exceed established regulatory requirements with regards to water treatment and testing.
• Most of our systems source their water from deep underground wells.
• We use treatment protocols (including filtration and chemicals, such as chlorine, if required) to address any pathogens present in source water before it is distributed to customers.
• Our systems operators and field workers follow strict protocols in their operation of water and wastewater systems. This includes the mandatory use of protective gear and clothing, which is highly effective against the transmission of water-borne pathogens.

Company-Wide Actions

Our Incident Command Task Force has mandated the following company-wide actions:

• Suspension of Customer Disconnections and Late Fees
  In recognition of the essential services we provide, we have suspended disconnection and late fees as of March 10, 2020. Release here.
• Remote Work
  Remote work has been identified as core to the company’s Social Distancing practices, and all staff able to work remotely are doing so as of March 16, 2020.
• Customer Contact Centers
  Our customer contact centers are fully operational, but longer than normal hold times may occur during the current conditions. Please bear with us as we work through all inquiries. We appreciate everyone’s patience during this rapidly evolving and unprecedented situation.
• Office Closures
  We remain fully operational and performing routine maintenance to ensure our systems are functioning normally, however, all our offices are closed until at least March 30, 2020. If you need to deliver something to one of our offices, please call/email first to arrange delivery or make alternate arrangements.
• Facility Emergency Action Plans
  We are reviewing and updating our Emergency Action Plans to ensure appropriate measures are taken to safeguard employees and customers should one of our employees test positive for COVID-19. No infections have been reported to date.
• Critical Inventories and Spare Parts
  Chemicals and critical spare parts inventories are being assessed to ensure supplies are on-hand to maintain essential business operations.
• Staffing Continuity
  Essential job functions are being identified to prepare for potential large-scale absenteeism in our workplace.
• Business Travel
  We have suspended all business travel until further notice. This suspension does not include essential operational and field activities that can be performed using recommended social distancing measures and established workplace health and safety protocols.
• Resource Sharing with other Water and Energy Service Providers
  We have been reaching out to neighboring private and public water and energy services, to recommend system operator and field technician sharing assistance should either become subject to staffing shortages.

The Corix Group of Companies takes pride in providing the communities we serve with safe and reliable water, wastewater, and energy services. We are taking the appropriate, science-based actions to mitigate the impacts the COVID-19 on our employees and customers. We are committed to the global effort to protect public health and ask that you do your part as well. Thank you.

Should you require more information regarding this notice, please contact communications@corix.com.

Delinquent accounts will not be cut and suspended accounts restored

Catherine Heigel, Executive Vice President and Chief Operating Officer for Corix Regulated Utilities (Corix), has announced that Corix will be suspending water and energy service shutoffs for delinquent payments in all its U.S. and Canadian business units, except in Alaska, effective immediately. Additionally, the company will begin reconnecting service to those customers who are currently not receiving water or energy service due to lack of payment on delinquent accounts.

“At a time when the personal safety of our customers and their communities depends on proper sanitation more than ever, it is a simple decision for us,” said Heigel. “Hand-washing, surface cleaning and all other measures recommended by the Centers for Disease Control (CDC) to mitigate the impact of COVID-19 are dependent on a safe and reliable source of potable water,” she added.

Corix Regulated Utilities operates water, wastewater, and energy systems in 18 states in the U.S. and 2 provinces in Canada under a range of different local business names.

Customers impacted by this decision will be notified as quickly as possible and reconnections will begin promptly. Heigel indicated that the policy will remain in effect until at least March 30 and will be reevaluated at that time in light of the prevailing COVID-19 conditions in North America.