Customer Care

Customer Care -- our Customer Service Department -- is the first contact between the Macon Water Authority (MWA) and the community.  MWA customer service representatives normally are the first to be contacted for information regarding service, development involving utilities, spills and breaks.  They are trained to help customers navigate the policies and procedures of the Authority, as well as reach appropriate MWA department personnel for assistance with specific questions, concerns, or needs.

Customer Care handles, on average, 600 new applications for service each month.  The department also is responsible for nearly 100 transfer applications, as well as permits for septic and grease disposal, hydrant meters, and truck meters.  Customer Care acts as the voice of the MWA, handling approximately 300 calls per day, which accounts for over 6,000 calls per month.  Customer Service representatives are accessible Monday – Friday, from 8:00 a.m. to 5:00 p.m., by calling 478-464-5600.

When Customer Service Representatives are not present or accessible, such as during after hours, MWA customers still can access needed information via the Web.  If customers need consumption, billing, or payment history, they can quickly sign up to do so via the Billing Inquiry page on this Web site, by using their account number and a valid email address.  After signing up on this Web site, a confirmation email will be sent to customers to verify they are then able to review their account history for the past year.

Customer Care also is responsible for customer billing at the Authority.  MWA employees can be seen traversing the city of Macon and Bibb County reading meters at businesses and homes.  Those figures are then transferred to customer accounts, prior to bills being mailed.

Once bills are mailed to customers, the Customer Care Department is charged with collecting payments.  The MWA employs five full-time cashiers to handle over 20,000 customer transactions per month.  The Macon Water Authority offers automatic bank draft and online payment options, as well as walk-up and drive-thru service at the Albert Billingslea Administration Building at 790 Second Street.  For more information concerning how to pay your water bill, please click here.

Finally, Customer Care helps to coordinate much of the Authority’s public communications.  The MWA customer newsletter “Currents” is inserted into bills every other month, while additional public information, such as brochures or pamphlets, is disseminated via billing inserts as well.  For a look at the most recent issues of our MWA customer newsletter, Currents, please check out our Newsletters Page within Public Information.

The Customer Care Department also assists with the maintenance of this MWA Web site.

For more information on the Customer Care Department, contact one our Customer Service Representatives at 478-464-5600, or by emailing customercare@maconwater.org.