Frequently Asked Questions & Answers
1. What is the NWC Amnesty?
"Our Amnesty programme which begins on January 2, 2025, and ends on March 31, 2025, offers residential customers whose accounts were disconnected for 6 months or more the opportunity to pay 50% of the debt and we will write off the remaining 50% and waive the reconnection fees and any other penalties, making it easier to get back on track to consistently pay their water bills going forward."
2. Why is the NWC offering this programme?
"We understand that some customers are facing financial challenges and a significant debt to the NWC is not being serviced, and this programme is designed to provide relief while helping us recover some outstanding balances, cleaning up NWC’s residential debt portfolio, getting some disconnected/inactive accounts re-connected/active, and encouraging a new start to NWC bill payment culture."
3. How long does the amnesty last?
"The amnesty programme runs from January 2, 2025 to March 31, 2025. Be sure to take advantage of this opportunity before it ends!"
4. What happens after the amnesty period ends?
"Once the programme ends, 100% of debts will be due and payable, penalties and re-connection and late fees will be reinstated, and standard collection processes will resume. We encourage you to confirm if your disconnected residential account qualifies by calling 888-CALL- NWC and select Amnesty. If your account qualifies, to apply while the programme is available."
5. Am I eligible for the amnesty?
" Please provide your account number, and I’ll check your eligibility for you. Eligibility depends on your account being:
1. A residential account.
2. Disconnected for 6 months or more.
3. Payment of 50% of the debt owed immediately (or successfully completing an agreed payment arrangement).”
6. Does the Amnesty apply to all past-due balances or just certain charges?
"The amnesty applies to 50% of the amount owing on the disconnected account and 100% of the reconnection fees that would otherwise be applicable."
7. Can I participate if I’ve already entered a payment plan?
"Not likely, as customers already on payment plans for a specific account are not likely to have that same account still disconnected.”
8. What if I’ve been disconnected—can I still apply for amnesty?
"Yes, the Amnesty is exactly just for accounts like yours.”
9. What benefits do I gain from participating in the NWC Amnesty?
"In addition to the write-off of 50% of the debt and the waiving of the re-connection fees, participation in the Amnesty also properly restores water to the property, eliminates any encumbrances that the water debt would have placed on the property, removes the risk of legal action to recover the debt by the Commission and generally restores the account to be in right relationship with NWC."
10. Will my water service be reconnected if I participate?
"Yes, if your account meets the Amnesty requirements and you make the necessary payment, we’ll arrange for your service to be re-connected. Amnesty customers who have also signed up for a payment plan will be re-connected in good faith but may lose both the supply and the amnesty if they fail to meet the payment arrangement schedule and remain current."
11. Does this affect my credit score or payment history with NWC?
"Participating in the Amnesty will help clear overdue balances and make your account current and more credit worthy going forward, but won’t retroactively change our records or any reports made to credit agencies on the past status of the account."
12. Can I get a payment plan and still benefit from the amnesty?
"Yes, customers may negotiate and adhere to an agreed payment plan and still benefit from the 50% write-off and the waived reconnection fees."
13. What payment methods can I use?
"You can pay online, by phone, at our offices, at our approved payment locations and financial institutions, whatever works best for you so long as NWC is able to confirm receipt of the funds into our accounts."
14. Will my future bills be reduced as part of the amnesty?
"The amnesty is about debts on disconnected accounts and the reconnection fees. It won’t determine your regular monthly bills going forward, but it can help you start fresh without added fees."
15. How do I apply for the NWC Amnesty?
"You can apply by visiting our website and completing and submitting the online Amnesty Application Form or visiting one of our commercial offices between January 2 and March 31, 2025."
16. What documents or proof do I need to provide?
"In most cases, you just need your account number and a valid ID. If additional documents are required, we’ll let you know during the application process."
17. How will I know if my application is accepted?
"Once your application is reviewed, we’ll notify you either by email, telephone or regular mail. You can also check the status by contacting us or logging into your account."
18. How long does it take for my account to be updated to reflect the 50% write-off?
"While your payments will be reflected on the next bill that is generated and the reconnection or re-supply will be initiated within a few business days of your payment, the 50% write-off needs to go through a detailed process that may take several weeks to reflect on your bill.
19. What if I’ve already paid some of my overdue balance—can I still get a waiver?
"Yes, if your account otherwise qualifies (i.e., is a disconnected residential account for 6 months or more), you may still qualify for the Amnesty on the amount still outstanding."
20. What if I can’t afford to pay anything right now?
"We understand financial difficulties. You may be eligible for a payment arrangement, but some minimum payment is required. Discuss your challenges and your options with a Customer Service Representative in one of our Commercial Offices."
21. Does the amnesty apply to businesses, or is it just for residential accounts?
"The NWC Amnesty is solely for residential accounts, and not for Commercial or other account."
22. What if I have a dispute about my bill? Can I take the amnesty and still pursue the dispute?
"No, qualified customers may choose to apply for the Amnesty or to pursue legal, regulatory or other billing related dispute resolution routes on the same NWC account."
