CUSTOMER SHUT OFF VALVE CREDIT ADJUSTMENT FREQUENTLY ASKED QUESTIONS

Q: Why does GWA recommend the installation of a customer shut-off valve?

A:  Requiring a customer shut off valve is a standard practice for water utilities.  The valve provides the customer with a readily accessible means to control the flow of water into the home.  Water can be shut off to facilitate a routine repair or to prevent damage inside the home in the event of a disastrous pipe break.  Some customers use the shut off valve to shut off water when they leave home for extended periods of time to prevent any unforeseen damage from leakage while they are away. Without a customer valve, one would have to contact GWA to operate its valve to shut off the water.   Depending on the availability of GWA personnel and other factors, GWA may not be able to immediately respond to the customer’s emergency situation.  Having a private side control valve provides a customer with an immediate means of preventing excessive water loss and water charges. 

Q:  Is a customer required to install a shut-off valve? 

A:  GWA previously interpreted its rules in a manner that the customer must install a customer shutoff valve.  This interpretation was based on several factors including recognition that the practice is good for GWA as well as the customer and that it is a standard practice for utilities.  GWA has re-examined its interpretation of this rule and concluded that it may have been erroneous and it is our intention to pursue a rule change that will eliminate any uncertainty in the interpretation.  In the meantime, GWA continues to highly recommend that customers install a shut-off valve on their side of the meter.  

 Q:  There are many existing water services that have never had shut off valves.  Why has this recently become an issue at GWA? 

A:  In 2005 GWA launched a comprehensive meter replacement program.  The meter replacement effort called attention to the fact that many of our island’s water service connections are non-standard and do not include customer shut-off valves and that this issue was causing problems for both GWA and the customer.  As we progress, it is our intention to operate under standard industry practices in order to provide the best possible service to our customers.

 Q: If the valve isn’t required and I installed it anyway, will I be reimbursed by GWA for the valve?

A:  Not everyone that installed a valve will be reimbursed. Ultimately, the customer side shut-off valve is for the benefit of the customer and is owned and controlled by the customer.  We don’t necessarily believe that most customers were damaged by the misinterpretation of the rule as it was interpreted in a manner that was for their benefit.  However, we do believe that some customers were unfairly penalized or damaged by GWA’s short-lived policy which was forced customers to install the valve or face termination of water service.   Those who installed the valve under duress during this time frame will be reimbursed. 

Q: What are the dates covered for this reimbursement policy? 

A: The dates covered by the reimbursement policy as approved by the Consolidated Commission on Utilities are April 2 to April 16, 2007. 

Q: What documentation do I need to provide in order to get reimbursed by GWA?

A: A receipt from the plumbing company that installed your valve will serve as proof.  The receipt should indicate that a shut off valve was purchased and installed between April 2 and April 16, 2007.  If you purchased the valve yourself and had a plumbing company install it, the receipts from both the hardware store and the plumbing company should be provided to GWA.  If you purchased the valve and installed it yourself, GWA will need to see a copy of the receipt from the hardware store.  Pictures of the valve installation would be helpful in processing your claim and should include a wide angle picture of the background with the valve in it as well as a close-up picture of the valve installation itself.

Q: If I am eligible for reimbursement will GWA pay me in cash?

A: GWA will only credit the account of the eligible customer.  No cash will be refunded to the customer.

Q: What if I had a contract to install the valve during the specified period but the valve was not installed during this time? Will GWA accept that?

A: Please provide a copy of your contract and GWA management will address these on a case by case basis. GWA must inspect the account to certify that a shut off valve has subsequently been installed before any credit will be approved.

Q:  Is there a limit to the credit amount I can expect?

A: The amount of credit that can be expected is not to exceed $100.00.

Q: What if I misplaced my receipt or my receipt is missing?

A: GWA will accept a certified copy of the receipt or letter from the plumbing company. The specific dates for the purchase and installation of the shut off valve should be included.  

Q:  What is the duration of the reimbursement program?

A: The last date to submit the papers to GWA is August 30, 2007. GWA will not entertain any request for credit adjustment for shut off valve installation after this date.

Q: I have a contract to have my shut off valve installed and I want to cancel it. What should I do?

A: You should discuss your situation directly with the plumbing company. That is a contract between you and the plumbing company.  GWA recommends that you carefully consider the advantages of the shut-off valve before canceling the contract.  However, GWA does recommend having the valve installed as it truly benefits the customer.

Q: Is there anything else that I need to know about getting my reimbursement approved?

A: Yes. GWA has the right to investigate and verify any and all requests for reimbursement as to whether or not a shut off valve was truly installed prior to crediting any account. To avoid fraud against the government, GWA reserves the right to process and refer individual or individuals to the AG’s office who may allegedly falsify, alter, or intend to provide false document or information to defraud the government.

Q.  I purchased my private control valve at a hardware store and opted to install the valve myself to save on installation labor costs.  How much credit can I expect?

A:  Only the amount of your material costs will be credited.  Because you did not pay for labor costs, the amount of credit you can expect is based solely on the costs you paid for the materials as reflected on your payment receipt not to exceed $100.00.  Absent a receipt for labors costs from a licensed plumbing company, only costs that are documented with a valid receipt will be subject to credit.