When will I receive my monthly bill?
Our billing date is approximately the 22nd of each month, and payment is due on the 10th of the following month. It is the customer’s responsibility to ensure that the company has proper contact information so that your bill is received each month. All payments are due within 15 days following mail date of the current month’s bill.

How are domestic and irrigation water rates determined?
Our rates are set and approved by the Oregon Public Utility Commission (PUC). Commissioners of the PUC must ensure the charge is fair and reasonable for utility customers while allowing the utility service provider the opportunity to recover reasonable costs and have the opportunity to earn a reasonable return on its investments.

For a general rate proceeding, the PUC will conduct up to a year-long investigation into the rate filing to determine if any changes in rates are warranted by evaluating many components of the proposed cost – such as the cost of labor, purchased energy, and the cost of capital. Commissioners base their decision on the analysis and information provided, and evidence brought forth in the evidentiary hearing process.

Rates are set on the expenses associated with operating the system, providing customer service and delivery of domestic and irrigation water.

Roats Water System rates can be found by clicking here.

How much water can I use before my base rate increases?
The base rate is a fixed monthly charge that covers system access and meter service—it does not include any water usage. All water used is billed separately at our current commodity rate (e.g., \$1.19 per 100 cubic feet).

Does the rate go up if I use more water?
No. Roats Water does not use a tiered rate structure. Whether you use a little or a lot, the rate per unit of water stays the same.

Is there a meter at my home?
Yes! Every home has a water meter, typically located in front of the property. We use a drive-by remote system to read meters, so you may not see us checking it unless we're performing maintenance or troubleshooting.

Can I track my water usage before the bill arrives?
Our current system does not provide real-time or daily usage data. However, if you’re concerned about high usage or a possible leak, we’re happy to check your meter manually—just give us a call.

Why are irrigation customers charged 12-months-per-year as opposed to the actual number of months irrigation water is available for use?
The Public Utility Commission mandates that the cost of providing irrigation service be split evenly amongst all customers receiving irrigation water from Arnold Irrigation District via delivery from Roats Water System.

The total amount of irrigation specific expenses for the annual irrigation service is split evenly amongst irrigation customers. Irrigation delivery season typically begins in mid-April and concludes mid-October. The expenses are based on delivering water for approximately 6-months and maintaining operations for 12-months, however the expenses are spread out across a 12-month payment plan.

Where does our water come from?

Roats Water sources its water from two well fields that draw deep from the Deschutes Basin aquifer. This aquifer provides a clean, reliable groundwater supply for our community.

Is the water tested regularly?

Yes. Water quality is closely monitored under strict regulations from the Environmental Protection Agency (EPA) and the State of Oregon.

• Coliform bacteria testing is done monthly.

• Additional tests are performed on a scheduled basis, as required by law.

Each year, we publish a Consumer Confidence Report (CCR) that details all water quality test results from the previous year. This report is mailed to customers and is also available on our website.

What causes the spots on my dishes?
Spots are caused by hard water, or minerals that remain after the water has evaporated. Spots can be eliminated through use of a dishwasher rinse agent.

Why does my water look milky or cloudy?

This is usually caused by tiny air bubbles in the water—harmless and common, especially when water is under pressure. If you let the water sit for a few moments, it will clear from the bottom up. If it doesn’t clear, please contact us so we can investigate.

What causes spots on my dishes?

Spots are a result of hard water—minerals like calcium and magnesium remain after the water evaporates. Using a rinse aid in your dishwasher can help prevent spotting.

Do I need a home filtration system?

Most home water treatment systems are used to improve taste, odor, or appearance—not for health reasons. The EPA states that tap water is safe to drink for most households. If you choose to install a filtration unit, be sure to follow the manufacturer’s maintenance instructions. Improperly maintained systems can actually lower water quality.

Why does my hot water smell?

If only your hot water has an odor, the likely cause is your water heater. Make sure the temperature setting is appropriate and check the manufacturer’s maintenance recommendations. If the odor is present in both hot and cold water, or persists after checking the heater, please give us a call.

Is bottled water better than tap water?

Not necessarily. Tap water and bottled water must meet the same federal quality standards. In fact, public water systems are often tested more frequently. While some people prefer the taste of bottled water or choose it for specific health needs, tap water is significantly more affordable—up to 1,000 times less expensive.

Why does my water have a chlorine taste or smell?

Once a year, we introduce a small amount of chlorine into the system as part of routine preventative maintenance. This process helps ensure your water remains free of harmful bacteria. You may notice a chlorine taste or smell for up to a week following this procedure. Roats Water System will notify customers in advance when chlorination is scheduled.

Why is there sand or dirt in my water?

Sediment such as sand or dirt can appear occasionally, either naturally from groundwater or following a water line repair. We minimize this by regularly flushing our water lines. Flushing improves circulation and helps remove built-up sediment, keeping your water clean and clear.

How quickly does Roats Water respond to emergency issues?
We offer 24/7 emergency response for critical issues such as water main breaks, no water service, or serious leaks. We aim to respond within 30 minutes of your call for emergencies.

What field services does Roats Water System provide?
Roats Water System provides a range of field services including water meter installation and maintenance, leak detection, service line repairs, water quality testing, shutoff/turn-on services, and emergency response to water main breaks or pressure issues.

Do I need to be home for field services?
In most cases, no. Our technicians can perform meter reads, inspections, and some repairs without entering your home. However, if access to the inside of your home is necessary (e.g., for meter replacements located indoors), we will schedule an appointment with you.

How do I schedule a field visit or service call?
You can schedule a service by calling our customer service line.

Who is responsible for water line repairs—Roats Water or the customer?
Roats Water is responsible for maintenance up to the water meter. Anything beyond the meter (on the customer’s side) is the property owner’s responsibility, including the service line running from the meter to your home.

What should I do if I suspect a leak on my property?
Call Roats Water System immediately. We can send a technician to check your meter and help determine if the leak is on our side or yours. If it's on your side, you’ll need to hire a licensed plumber for repairs.

What size are the water mains?
Our system consists of water mains from 2" to 16" in diameter. Your service line from the water meter will most likely be 5/8" to 1" in diameter.

How often is my meter read?
Roats Water typically reads meters monthly to ensure accurate billing.

What if I think my meter is reading incorrectly?
Contact us, and we will schedule a field technician to inspect and test your meter. If the meter is found to be faulty, we will replace it and adjust your bill if necessary.

Are fire hydrants in my neighborhood tested regularly?
Yes. We perform routine fire-flow testing on hydrants to confirm they meet pressure and volume standards. This ensures they are ready to support local fire departments in the event of an emergency.

Why do Roats Water employees open fire hydrants?
Annual hydrant maintenance is an important part of keeping our system fire-ready. “Exercising” the hydrants helps ensure each one functions properly in case of emergency. All hydrants are connected to our domestic water lines and are always ready for immediate use by fire personnel.

We open fire hydrants as part of regular system flushing, which helps remove mineral build-up and sediment from the pipes. This process ensures water quality and keeps water moving effectively through the system. Hydrants may also be opened during fire-flow testing to confirm adequate pressure and volume for emergency response.

Can I rely on my outdoor irrigation during a wildfire?
During an active fire event or red flag warning, we may ask customers to reduce or temporarily stop irrigation to preserve system pressure and support emergency response. We’ll communicate clearly via automated phone call if such measures are needed.

Does Roats Water have a plan in place for wildfire response?
Absolutely. We have an emergency operations plan that outlines response protocols during wildfires or other natural disasters. Our staff is trained and prepared to act quickly to protect both water quality and customer access.

We also coordinate closely with the local fire department, providing them with detailed hydrant data and GIS mapping to ensure they have accurate, real-time information when they need it most.

Help us keep you informed.
Emergencies can happen unexpectedly, and it's important we can reach you. Please make sure your current contact information is up to date with our office so you don't miss critical notifications.

Can I request my meter be turned off while I’m on vacation?
In the event of vacations or absences, please contact our office in advance to plan for extended shut off to prevent leaks. We recommend that you locate your personal water shut off to familiarize yourself with how to shut off your water in case of an emergency leak. Furthermore, we highly encourage our customers to install a personal water shut off gate valve for this purpose. A gate valve may be installed by a certified plumber.

CUSTOMER RIGHTS AND RESPONSIBILITIES

As a customer of Roats Water System, you have certain rights and responsibilities. The water company's main responsibility is to provide you with reliable service at rates approved by the Public Utility Commission (PUC). Your responsibilities are to pay for the services you use, not to damage or tamper with the water company's facilities, and to notify the company if you move, if you wish to change your service or if you have a problem.

The following are descriptions of additional rights and obligations:

DEPOSITS: The water company may ask you to pay a deposit, and you may have the right to pay it in installments.

THIRD-PARTY NOTICES: You have the option to ask that another person receive your bills and notices if you are unable to receive or understand those bills and notices.

DISCONNECTION NOTICES: Before the water company can disconnect your service, the company must notify you unless for emergency situations. Written notice must be provided at least 5 days before service is disconnected. The company must also try to contact you on the day the disconnection is scheduled.

PAYMENT PLANS: If you are unable to pay your water bill for a period of time and the company intends to shut off service, you may be able to enter into a special payment agreement with the water company to pay the overdue amount over a period of time.

LATE CHARGES: Customers are responsible for paying their water bills ON TIME. If payments are received in our office after the due date, the company may add a late payment charge of 2.2%.

RESOLVING DISPUTES: If you have a dispute with the water company that is not resolved by contacting the company, the PUC Consumer Services Division is available to help you at 1-800-522-2404.

CONSUMER ORGANIZATIONS: If you wish to contact one of several organizations that offer help to consumers, the PUC Consumer Services Division maintains a list of organizations and how to contact them. That list is available by calling 1-800-522-2404.

QUESTIONS: If you have questions, please contact Roats Water System at

541-382-3029.

Notices are available in languages other than English.