Frequently Asked Questions
Can't Find What You Want? Call us at 724-6500
How to Contact RWRD
- See Contact Us for most requested phone numbers.
- How do I contact RWRD Customer Service?
- How do I pay my sewer bill?
- How is my sewer bill calculated?
- Why are December, January, and February the months used as the basis for sewer billing?
- How can I appeal my sewer bill?
- Why did the sewer rate go up?
- Is there a low-income subsidy program for sewer bills?
- Why is my sewer bill higher than my water bill?
- What do most people pay for the sewer?
- Do I have to pay for sewer when I am not in residence in Tucson for longer than a month?
- I am a business - Can I reduce my sewer bill for water used in irrigation systems or cooling towers and not discharged into the sewer system?
- How can I get information about my sewer connection? Where is my clean-out located?
- What if there is no record and I need to know if I'm connected to the sewer?
- How much does a dye test cost?
- How long does it take to get a dye test?
- What if I have a septic system and need information?
- How do I get a permit to connect a house connection sewer (HCS) to the sewer system?
- What if my connection to the public sewer (HCS) is damaged and needs repair?
- Are there substances I should not put in my drains or down the toilet? How should I dispose of hazardous waste?
- What about medicines? How can I dispose of them safely?
- Should I flush disposable wipes?
- Can I discharge water from my swimming pool into the sewer? How?
- Common Problems
- Does the County do anything about cockroaches in the sewers?
- How do I report illegal dumping?
How do I contact Customer Service?
Customer Service can be contacted at:
201 N. Stone, 5th Floor
Tucson, Arizona 85701
(520) 724-6609 (Phone)
(520) 770-4153 (Fax)
Email: wastewatercs@pima.gov
Office Hours: Monday thru Friday, 7:30 a.m. to 5:00 p.m.
Phone Hours: Monday thru Friday, 7:30 a.m. to 4:30 p.m.
How do I pay my sewer bill?
Pima County contracts with four different water providers to bill for sewer use. The City of Tucson Water Department is the billing provider for about 75% of our customers. Oro Valley Water, Metropolitan Water District and Town of Marana Water are the other providers. How to submit payment depends on which water provider you use.
If your monthly bill is from Tucson Water on a Utility Services Statement, payments may be sent to: Tucson Water, PO Box 28804, Tucson AZ 85726-8804. Information on other options to pay (such as online, over the phone or automatic payment) are available on Tucson Water’s webpage.
If you are billed for sewer along with your water bill from Oro Valley Water, Metropolitan Water District or Town of Marana Water, you may make the payment with your water bill. Additional payment options for these billing providers may be found at their webpages: Oro Valley, Metropolitan Water District, and Town of Marana.
How is my sewer bill calculated?
The sewer bill is based on an average water usage – also known as the ‘winter quarter average’ (WQA) – taken from the months of December, January and February. Each year, beginning on July 1, we generate new sewer fees based on the WQA (See next question also). If a WQA cannot be calculated for a customer due to the unavailability of direct metered wastewater flow data or metered water use data, then the sewer discharge is estimated using the average unit discharge associated with that user’s class (see Pima County Code, Title 13, §13.24.030.C).
For some commercial and industrial users, an additional high strength factor may be in place for the sewer rate calculation. For additional information on high strength factor calculation click here.
Ordinance 2004-11, 13.24.030 A, B, and C Fee Calculation (Title 13 of the Pima County Code)
Why are December, January, and February the months that are used as the basis for the sewer billing?
We use December, January, and February because they are traditionally the lowest months of water usage during the year. If those months are not the lowest months of usage for the customer then we allow for an appeal to be filed.
How can I appeal my sewer bill?
The sewer fees are recalculated every July. We send an insert with the July bill to remind our customers that there is a sixty-day period to apply for an appeal. If December, January, and February are not the three lowest consecutive months of water usage in the fiscal year (July 1 through June 30) then submit an appeal using our online form or contact Customer Service at (520) 724-6609. Appeals can also be mailed, faxed, or emailed; instructions can be found on the online form.
Ordinance 2004-11, 13.24.120 A Protest and Review (Title 13 of the Pima County Code)
Why did the sewer rate go up?
The principal factor behind rate increases is regulatory requirements that are being addressed through the Regional Optimization Master Plan. All increases are reviewed and approved by the Pima County Board of Supervisors. The Customer Service section of RWRD is available to explain the rates. The number is 724-6609 and the hours of operation are 7:30 a.m. to 4:30 p.m., Monday through Friday.
Is there a low-income subsidy program for sewer bills?
Effective July 1, 2007, a low-income subsidy program was authorized by the Pima County Board of Supervisors in response to concerns about the ability of low-income residents to pay increasing sewer rates.
See Sewer Outreach Subsidy Program
Why is my sewer bill higher than my water bill?
The charge for sewer per gallon cannot be equated to the charge for water per gallon. The cost of delivering, treating, and processing for reclaimed purposes is not equal to pumping and treating ground water. In Pima County there are many water companies delivering water and each one charges a different amount per gallon. Each water company has a small service area to deliver water to, whereas Pima County Regional Wastewater Reclamation is providing service to the majority of Pima County and part of southern Pinal County.
What do most people pay for the sewer?
Based on the yearly calculation of winter averages in a group or category, the average Pima County resident uses 6,732 gallons of water (9 ccf) per month at a cost of $40.69 per month (based on the rate in effect July 1, 2012). Please call RWRD Customer Service at (520) 724-6609 with any questions about current rates.
Ordinance 2004-11, 13.24.030 A Fee Calculation (Title 13 of the Pima County Code)
Do I have to pay for sewer when I am not in residence in Tucson for longer than a month?
No. If you are gone for longer than a month, as our winter visitors are, contact us with the dates of your absence and we will bill for the Monthly Service Fee only. Use our online form or contact us at (520) 724-6609.
For example, if you are gone from April to October, your bill will be $11.86 per month while you are gone (based on the rate in effect July 1, 2012). When you are in residence again, the bill will be based on your established winter usage. Please call RWRD Customer Service at (520) 724-6609 with any questions.
Ordinance 2004-11, 13.24.120, D Protest and Review (Title 13 of the Pima County Code)
I am a business - Can I reduce my sewer bill for water used in irrigation systems or cooling towers and not discharged into the sewer system?
Irrigation meters are addressed in the sewer ordinance under Protest and Review, and cooling towers follow the same rules. As long as the water is metered by the water company with a separate meter designated for these uses, we do not charge sewer fees. Contact customer service at (520) 724-6609 for information.
How can I get information about my sewer connection? Where is my clean-out located?
Sewer connections can now be searched online using our Connection Records database. If you can't locate your record, you can make a request for information using the Request for Verification of Sewer Connection form; this can be faxed or delivered to the RWRD Sewer Connections office. Staff will then access the database and research whether a house is connected.
Records of clean-out locations are also available by fax or phone. (Information about clean-out locations is currently under construction in the online database.) Most questions can be answered by phone.
RWRD Sewer Connections can be reached at:
201 N. Stone Avenue, 1st floor
Tucson, Arizona 85701-1207
Phone: (520) 724-6602
Fax: (520) 770-4157
What if there is no record and I need to know if I'm connected to the sewer?
A dye test is needed to verify connection to the sanitary sewer system. Occasionally there is no record of a finalized sewer permit on file, because the permit was not recorded, not obtained, or not inspected.
Many lenders require proof of connection to the sewer. Without a finalized permit on file with Pima County a dye test is the only other form of proof.
Ordinance 2004-11, 13.24.090, B, 3 Billing (Title 13 of the Pima County Code)
How much does a dye test cost?
A dye test costs $80 and if there is more than one unit to be tested at the same time each additional unit is $20. For example, a duplex would cost $100 if the owner decided to test each unit.
Ordinance 2004-11, 13.24.090, B, 4 Billing (Title 13 of the Pima County Code)
How long does it take to get a dye test?
We ask that you give us two weeks leeway to get the dye test set up and performed. Our schedule is dependent on operations workload and emergencies come first.
What if I have a septic system and need information?
For septic system design and recertification questions, contact Pima County Development Services at 724-6490.
How do I get a permit to connect a house connection sewer (HCS) to the sewer system?
The RWRD Public Sewer Construction Permits Section (520-724-6369) issues permits for HCS taps or stubouts not associated with a building permit.
What if my connection to the public sewer (HCS) is damaged and needs repair?
Residential property owners are responsible for the cleaning, repair, and replacement of house connection sewers. You may request that RWRD repair the damaged portion of the HCS located within the public right-of-way following the HCS ordinance.
Are there substances I should not put in my drains or down the toilet? How should I dispose of hazardous waste?
Don't put grease, oils, fat, automotive fluids, pesticides, solvents, and other similar substances down the drain. Select less toxic alternatives whenever possible and dispose of any household hazardous materials through the County/City Household Hazardous Waste Collection Program. Wastes are collected at the Household Hazardous Waste Center at 2440 West Sweetwater Drive and at collection sites throughout the city. For information, call 520-888-6947 and visit Save Our Sewers.
Don't put antifreeze down the drain. This will do absolutely nothing to protect your home's pipes in the winter.
Small Businesses can also bring hazardous wastes to the Household Hazardous Waste Facility. Additional information is available from PDEQ.
What about medicines? How can I dispose of them safely?
Medicines should not be flushed, since chemicals in them can damage the wastewater treatment process and possibly end up in the environment. RWRD participates in the Dispose-a-Med Program, which runs events where you can safely dispose of unused and expired medicines.
If you cannot get to a Dispose-a-Med event, current recommendations are to grind medicines up with something like cat litter or coffee grounds to make them unusable, then throw them in the trash.
Should I flush disposable wipes?
Disposable Wipes Should Not Be Flushed! Disposable moist towelettes allow for the convenient clean up of sticky messes and are very handy during diaper changes. Another common use is to sanitize germy surfaces. Some manufacturers of disposable wipes indicate on the product’s packaging that the wipes are biodegradable and flushable. Because many of us are concerned about the environment, we want to buy products that are biodegradable; when we are told that we can safely flush a biodegradable product, it makes its use even more convenient.
Unfortunately, wipes rarely if ever biodegrade in the sanitary sewer system. However, their presence in the system can cause clogs and equipment failure in lift stations where mechanical pumps facilitate the conveyance of sewage in many areas of community. Additionally, if too many wipes accumulate in the sewer system, they can block pipes which can lead to the overflow of raw sewage into streets, buildings and the environment. When disposable wipes make it through the sewer system to a wastewater treatment facility, they are removed at the front end of the treatment plant and are taken to a landfill.
Pima County Regional Wastewater Reclamation asks that you do not flush disposable wipes down toilets. Instead, discard them in the trash. The proper disposal of these convenient and useful products will help keep our sewer system flowing properly, thereby ensuring the Department can safely contain, convey, and treat the community’s wastewater.
Can I discharge water from my swimming pool into the sewer? How?
Yes. Effective April 1, 2008, the discharge of swimming pool water into the public sewer system is generally authorized. For detailed information, see Swimming Pool Water Discharge Procedure (revised August 1, 2009).
Does the County do anything about cockroaches in the sewers? How do I report a problem?
The RWRD Conveyance Division runs the Vector (Roach) Control Program to minimize cockroaches in our sewers. Manholes are sprayed every 2 years per product specifications. If you want to report a problem in your area, call (520) 724-3401 for an automated report line. Our Vector (Roach) Control Program page includes a description of the program and detailed information about keeping roaches (and other pests) out of your home.
How do I report illegal dumping?
Both Pima County and the City of Tucson have programs to address illegal dumping. The County program can be reached at (520) 622-5800. The City program can be reached at (520) 791-5843.
