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Q&A – Lowcountry/Charleston/Beaufort-Area

You are here: Home / South Carolina Customer Care / Q&A – Lowcountry/Charleston/Beaufort-Area

Frequently Asked Questions (FAQ) for customers in the Charleston area, including Kiawah Island, TJ Barnwell, Harbor Island, and CUC.

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Billing

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How can I pay my bill?

Starting April 12th, you can pay online via our customer portal.

Learn about different ways to pay your bill on our Payment Options page.

Category: Billing
Tags: lowcountry, midlands-future
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Customer Care

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What can I request from Customer Care?

Customer Care representatives are trained to assist you with a range of subjects, including account and billing inquiries, service order requests, or questions about your rates.

Category: Customer Care
Tags: midlands, sc-all
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Customer Portal

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What is the customer portal. How is it useful?

The customer portal is a place where you can perform many activities with your account, including the following:

  • Make payments online via Visa or Mastercard credit or debit cards, or via online checking.
  • View your statement.
  • Request paperless billing.
  • Review payment history.
Category: Customer Portal
Tags: lowcountry, midlands-future
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What is the online customer portal, and how can I use it for payment and account information?

The customer portal website allows you to perform many activities with your account, including the following:

  • Make payments online via Visa or Mastercard credit or debit cards, or via online checking.
  • View your statement.
  • Request paperless billing.
  • Review payment history.

Setting up access to the customer portal:

You will first need to create your account through the customer portal at myaccount.swwc.com . You will need your 10 digit account number and your 4 digit account identifier. If you do not know what your 4 digit identifier is, please call us at (843) 768-0641 and an agent will be happy to assist you with that information.

Category: Customer Portal
Tags: lowcountry, midlands-future
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How can I access this customer portal?

You will first need to create your account through the customer portal at myaccount.swwc.com . You will need your 10 digit account number and your 4 digit account identifier. If you do not know what your 4 digit identifier is, please call us at (843) 768-0641 and an agent will be happy to assist you with that information.

Category: Customer Portal
Tag: lowcountry
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General Information

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What is backflow?

Backflow is the undesirable reversal of flow of non-potable water or other substances through a cross-connection and into the piping of a public or consumer water system

Category: General Information
Tag: lowcountry
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Why do you restrict me from turning my meter on or off?

When someone other than your water provider operates the isolation valve there is potential to cause damage to the curbstop. When this occurs we are forced to turn water off to entire sections of customers in order to make the repair.

Category: General Information
Tag: lowcountry
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What tools do I need to turn my meter on and off?

No one other than our personnel is permitted to turn your meter off. You are encouraged to install a valve on your supply line so that you have easy access to isolate your service in the event of an emergency or need to make repairs at your home.

Category: General Information
Tag: lowcountry
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Rates and Fees

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Why is there a minimum bill when I don’t use water?

The base water and sewer fee is used to cover the fixed costs of running the Utility operations. You incur similar minimum charges for cable, electricity and phone service.

Category: Rates and Fees
Tag: lowcountry
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Why am I charged a late fee?

Our rates are regulated by the South Carolina Public Service Commission. A 1.5% late fee is charged automatically if your payment is not received prior to your next billing cycle.

Category: Rates and Fees
Tag: sc-all
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What is my sewer usage fee? Is the fee based on water consumption?

Your sewer fee is based on unique factors with your system.

Harbor Island:

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TJ Barnwell:

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CUC:

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Kiawah Island:

Yes. If you are a residential customer your consumption is charged at a rate of $0.74 per thousand gallons up to 11,000 gallons per month or $8.14. Eleven thousand gallons is used since that is the average domestic consumption for a residential customer.

Commercial and Hotel sewer rates are based on all water consumed primarily because their irrigation usage is metered separately and all water going into these facilities is returned to the sewer for disposal and treatment.

Category: Rates and Fees
Tag: lowcountry
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How many gallons per minute (GPM) can I expect my meter to provide?

The normal flows are listed below by meter size:

5/x” x ¾”: 20 Gallons per minute
¾” x ¾” meter: 30 Gallons per minute
1” meter: 50 Gallons per minute
1 ½” meter: 100 Gallons per minute
2” meter: 160 Gallons per minute
3” meter: 350 Gallons per minute

Category: Rates and Fees
Tag: lowcountry
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Why is the minimum bill more for the larger meters?

The minimum charge is based on available flow capacity through the various size meters. Our smallest meter is a 5/8” x ¾” meter which delivers 20 gallons per minute (gpm).

The fee established by the Public Service Commission (PSC) is based on the following formula for water:

(Maximum recommended meter capacity (gpm) x $36.65 per month) / 20 gallons per minute (gpm)

The sewer formula is:

(Maximum recommended meter capacity (gpm) x $28.00 per month) / 20 gallons per minute (gpm)

An example for a 1″ meter: (50 x $36.65) / 20 = $1,832.50 / 20 = $91.62(water)

Category: Rates and Fees
Tag: lowcountry
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What are fixed costs?

Fixed costs are expenses necessary to maintain the operation of the utility. They include, but are not limited to utilities, staffing, taxes, vehicles, professional fees, analytical requirements, insurance, permit fees, and general supplies.

Category: Rates and Fees
Tag: lowcountry
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What is the customer initiation fee on my bill?

A charge of $25.00 is used to defray cost of initiating service.

Category: Rates and Fees
Tag: lowcountry
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If I am away for an extended period of time can I disconnect my service to avoid the monthly minimum bill?

Kiawah Island Customers:

You are entitled to have your service disconnected for this purpose but you will be charged a reconnect fee of three (3) times the minimum water and sewer charge to re-instate service as described in the PSC approved Schedule of Rates and Charges.

Harbor Island and TJ Barnwell Customers:

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CUC Customers:

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Category: Rates and Fees
Tag: lowcountry
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Water Quality

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What is the difference between a Boil Water Advisory and a Boil Water Notice?

A Boil Water Advisory is issued to notify users that the water may be contaminated and to boil for precautionary purposes. During the advisory, customers should bring water to a vigorous boil for at least one minute before use. This will kill any harmful organisms that may be in the water.

A Boil Water Notice is issued by the Department of Health and Environmental Control (DHEC) or the owner or operator of a public water system, notifying users of the water system that there is a strong potential for contamination and to boil all water for at least one minute prior to using for drinking or cooking.

Category: Water Quality
Tag: lowcountry
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When I installed a new dishwasher I had to set the water hardness for proper operation. Can you tell me what the average hardness is?

Kiawah Island Utility and Johns Island Water Company do not treat the water received from Charleston, therefore the Charleston Water System results are reflective of the water delivered to the residents of Kiawah Island. According to Charleston Water System the average hardness is 56 parts per million (ppm). You may go to their website at www.charlestonwater.com for up to date analytical results.

Category: Water Quality
Tag: lowcountry
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What is the reason for the periodic discolored water?

There are generally two scenarios in which you may see discolored water at your tap.

The color of water is caused by naturally occurring compounds from decaying vegetation and organic matter that enters source water through runoff, falling vegetation, etc. While discoloration is rarely a health concern, it is an aesthetic concern. Color is measured in platinum-cobalt units (PCUs). Charleston Water System’s lab is equipped with state-of-the-art spectrophotometers to obtain exact color level measurements.

A second common reason for discolored water is when the fire department conducts their semi-annual flow test of each hydrant. This will occasionally stir up the water in the line for a short period of time. You can clear your supply by flushing your water until it is clear again.

Category: Water Quality
Tag: lowcountry
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Load More

Customer Service

Lowcountry, Charleston, Beaufort Areas:

Telephone: 843-768-0641
Fax: 843-768-1816
Email: SC-customerservice@swwc.com

Hours of Operation:
Monday-Thursday 8:00 am to 5:00 pm ET.
Friday 8:00 am to 4:30 pm ET.

Midlands, Columbia Areas:

Telephone: 803-699-2422
Fax: 803-699-6925
Email: SCMidlandsCustomerCare@swwc.com

Hours of Operation:
Monday-Friday 8:30 am to 4:30 pm ET.

Emergencies

For your convenience and safety, maintenance team members are available 24 hours a day, 7 days a week to handle emergency situations. 

In the event of an emergency, please call the customer service number shown above. If calling outside of office hours, please follow the prompts for emergency notification.

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SouthWest Water Company

SouthWest Water Company provides a broad range of operations, maintenance and management services, including water production, treatment and distribution; wastewater collection and treatment; customer service; and utility infrastructure construction management. Learn More…

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