Call us @ 765.664.2391 After hours? Please follow the prompts.                                  Pay My Bill

Please feel free to send us your questions or concerns using our contact us form.
For immediate needs, please call us at 765.664.2391 option #5.

Billing Adjustments
Delinquent Shut-Off & Reconnection
Deposit Guarantee
Payment Options
Owner Responsibility
New Service for New Construction
New Service at an Existing Property
Stop or Transfer Service
Rentals & New Service
Toilet Dye Testing
Customer FAQs
Billing Adjustments

Billing Adjustments


If you believe your bill is higher than it should be, contact us about the possibility of an adjustment. If the large bill is caused by a water leak, you may be eligible for an adjustment upon making the repair and providing us with the appropriate documentation. We allow one adjustment due to a water leak in a 12-month-period. Unfortunately, adjustments are not allowed in the following circumstances:
  • vacant homes
  • running, sticking, or leaking stools
  • running, dripping, or broken spigots
  • water intentionally left running to keep pipes from freezing
  • leaks resulting from negligence
  • water heaters in utility closets or living areas
Adjustments are allowed in these circumstances
  • underground leaks
  • leaks behind walls
  • broken pipes in the crawlspace
  • water heaters in unfinished basements only

​While waiting for an adjustment, you are still responsible for paying your water bill. If you are given the adjustment, it will be credited to your account.
Delinquent Shut-Off & Reconnection

Delinquent Shut-Off & Reconnection

If your water services have been disconnected and you need to schedule a reconnection appointment, here’s what you need to know:
  • If you make your full payment before 11:30 a.m., your service will be reconnected between 11:30 a.m. and 3:30 p.m. the same afternoon.
  • If you are paying your full payment after 11:30 a.m., your service will be reconnected the next day between 7:00 a.m. and 11:00 a.m.
  • You may sign verification for a turn-on and go, which allows service to be turned on without you being at the location at a specific time.
If you make a payment online, you must call our Customer Service Office at 765.664.2391, option 3 to schedule a reconnection appointment.
Deposit Guarantee

Deposit Guarantee

Along with your application, a $188.40 deposit is required for your water ($60), sewer ($60), and solid waste ($68.40) service to be turned on. However, options are available to customers unable to make the deposit:
  1. On the application, you can sign the Credit Check Authorization form. We will consider waiving the deposit if you have a good credit score.
  2. If you cannot make the full deposit, you can pay $70.00. We then will bill the remaining $118.40 on your first bill. If you are facing financial hardship, you can talk to the Customer Service Manager to make special arrangements.
  3. After three years, the deposit will be applied to your account if you have a good payment record. In order to maintain a good payment record, you should make sure that your bill is paid on time every month, with only one penalty a year.

If you move before the three year period has ended, your deposit can be transferred to your new address if your final bill at the original address has been paid. If it has not been paid, your service will be disconnected at the new address and your deposit will be applied to the outstanding bill.

If there is more than one name on the deposit, the deposit will go to the person that has possession of the address of the original deposit.
Payment Options

Payment Options

Pay Online
New Automatic Withdrawal Sign-Up
Pay At Our Office
Pay at Our Drive-up Kiosk
​Pay By Mail
Pay at Wal-mart
​Pay at Horner's Butcher Block
​Pay at Star Financial Bank​​
Pay Online

Pay Online

Marion Utilities has made it easier than ever to pay your utility bill online and over the phone. Now you can schedule and automatically pay your bill or use your checking account to pay. 

REMINDER:
Credit/debit card payments are subject to a flat $1.00 processing fee which is collected by the Utilities’ e-payment processing agent.
New Automatic Withdrawal Sign-Up

New Automatic Withdrawal Sign-Up

​Please complete the New Automatic Withdrawal Form or download the form and print/email to our Customer Service Department.
Pay At Our Office

Pay at Our Office

Address
1540 N Washington St.
Marion, IN 46952

Hours
Monday – Friday| 7:30 am – 4:30 pm
Wednesday | 7:30 am – 3:30 pm
(or use our after hours drop box)
​
Payment Type
​credit card, check, cash, money order
Pay at Our Drive-up Kiosk

Pay at our Drive-Up Kiosk

Customers can pay their utility bill 24/7. Here are some reminders when using the Kiosk:
  • We accept VISA, MC, Normal bank/debit cards.
  • There is a $1.00 fee for using a Credit Card.
  • You will need your Account # or Phone # associated with the account.
  • If your account is delinquent or shut-off, you must notify our Customer Service office that you paid your bill using the Kiosk
​Pay By Mail

Pay by Mail

Address
Marion Utilities
PO Box 718
Marion, IN 46952

​Payment Type
​check or money order
Pay at Wal-mart

Pay at Wal-Mart

Address
3240 Southwestern
Marion, IN 46953

Hours
Open 24 hours

​Payment Type
cash, Wal-Mart MoneyCard, pin-based debit card

Options (with a current bill stub/statement)
  • standard payment – $1.00 (delivered for processing within 3 business days)
  • next day payment – $1.50 (delivered for processing the next day if paid by 7pm)
Your account MUST BE CURRENT to pay at Walmart. If your account is overdue, you must pay your bill in person at our Customer Service office.
You must present your CURRENT remittance stub.
​Pay at Horner's Butcher Block

Pay at Horner's Butcher Block

Address
825 E. 30th St.
Marion, IN 46953

Hours
Monday – Saturday | 7 am to 9 pm
​Sunday | 8 am to 8 pm

Payment Type
Cash (with a current bill stub/statement)
Your account MUST BE CURRENT to pay at Horner’s. If your account is overdue, you must pay your bill in person at our Customer Service office.
You must present your CURRENT remittance stub.
​Pay at Star Financial Bank​​

​Pay at Star Financial Bank

Your account MUST BE CURRENT to pay at Star Financial. If your account is overdue, you must pay your bill in person at our Customer Service office.
You must present your CURRENT remittance stub.
Owner Responsibility

Owner Responsibility

​FAILURE TO PAY: When you move out of your home, you will have 17 days to pay your final bill. If you fail to pay, we will notify you within 30 days for the unpaid balance, and you will be given an additional 17 days to make the payment.

If we fail to notify you to pay the charges within 18 months after the tenant’s final bill date, we will not charge you.

ILLEGAL USAGE: When our water service is not active at a property, but there is usage on the meter, the usage will be billed to you as illegal usage.

DELINQUENT SEWER & STORMWATER ACCOUNTS: Charges for sewer service shall be due and payable on or before the dates shown on your bill. A delinquent charge and any other penalty result in shutting off your water service.
New Service for New Construction

New Service for New Construction

​If any of the following scenarios applies to you, then you will need to apply for a connection permit:
  • You are building a new home.
  • You are replacing the water line that runs from your home to your water meter
    and you are going to dig in the right-of-way.
  • You are replacing a sewer line that runs from your home to our sewer main and you are going to dig in the right-of-way.
​In most cases, a permit can be obtained by the contractor doing the work. Typical connection fees are $156 for a 5/8″ water meter and $400 for sanitary sewer but can vary significantly depending on the size of the water meter and if the mains were installed under a contract with the developer. When applying for a permit, please have the following information:
  • Property owner’s name
  • Property owner’s current address
  • Address of where the connection will be made
  • Size of the water service line to be installed
  • Size of water meter needed
  • Name of the licensed plumber that you will be using.
If you have any questions or need any additional information on our Connection Permit policy, please contact our office at 765.664.2391 ext. 121.
New Service at an Existing Property

New Service at an Existing Property

Applying for service for the first time 

​Please complete an application and pay any required fees. Also, your current account needs to be in good standing to transfer.
Please be prepared to provide your:
  • Service address
  • Mailing address
  • Telephone number
  • Social Security number for identification purposes
  • Current account number

First-time Customers

Please visit our office and complete the proper paperwork.
Please bring the following with you:
  • Two forms of ID (one must be a picture)
  • A Deposit (All deposits are refunded after three consecutive years with a good payment record.)

Renters & Landlords

Please bring a lease/renter’s agreement to our office in order to start service.
​After completing proper paperwork, we will then send a representative to install a meter and turn on the service. If water is already being provided to your new address, a representative will turn the water on and read the meter.
We suggest that an adult be present at the new service address when water is scheduled to be turned on because fixtures may have been left in the “On” position and could cause flooding and water damage. If no one is at the residence, the service representative will turn the water off if the meter dial moves indicating that water is on somewhere in your home. A door hanger will be left explaining that you will need to contact the billing office to reschedule a turn-on time.
Stop or Transfer Service

Stop or Transfer Service

​If you are moving from one location to another in our service area, you can stop service at your old address and start service at your new address with one phone call. A service representative will be sent to read the meters and shut the water off. You will need to provide identification and your new service address.
​If your account has a deposit, it will be transferred to your new account as long as you pay your final bill at your old address and you have a good payment record.
​If you do not currently have a deposit, but you have a good credit history with us, you may not be required to pay the deposit on your new address.
​If you are moving outside of our service area and still have a deposit on your account, it will be credited towards your final bill. You will need to schedule a final meter reading and provide a forwarding address. All water usage until at the old address will be charged to you until we are notified of a change in ownership at the address.
Rentals & New Service

Rentals & New Service

​If you are a renter or landlord, you will need to bring a lease/renter’s agreement to our office in order to start service.
Toilet Dye Testing

Toilet Dye Testing

Running water and sticking toilets are the result of leaking, which can greatly affect your water bill. We would like to help you in diminishing your expenses as much as possible. Our Billing Office has toilet dye strips available for your convenience to help you detect a leaky toilet. Please visit the Billing Office during business hours to request these strips.
Check your toilets because they are often running and cannot be heard. The sources of a leak may be due to:
  • Sometimes the ball/flapper can stick and cause considerably large water and wastewater bill that is NOT adjustable.
  • The flapper valve and valve seat have deteriorated or corroded.
  • The flushing arm and chain are not working properly.
  • The water level in the tank is too high and spills into the overflow tube.
  • The float arm, ballcock, and/or float ball are corroded.
​For answers to questions or more information, please feel free to contact us.
Customer FAQs

Customer FAQs

Service Questions
Bill Questions
Payment Questions
Service Questions

Service Questions

What do I need to bring with me to start water service? 
Find this information under the New Service tabs.
 How do I start, stop, or transfer water service if I am out of town? 
Find this information in the Stop or Transfer Service tab.
How do I establish a new commercial utility service? 
Find this information in the New Service tabs.
​What is the latest time I can come in and have utility services turned on that same day? 
​Our cut off time for same day service is noon, Monday through Friday. 
​Do I have to pay the deposit all at once?
Find this information under the Deposit Guarantee tab.
What is a turn-on and go?​
​Water service will not be turned on without an appointment or a signed turn-on and go consent form. A turn-on and go is a customer’s one-time written consent to us to activate water service at a requested location without the homeowner or tenant being present. 
​​ How do I know when a boil order is issued?
Customers are notified via a yellow door tag when a boil order is in progress and a green tag notifying customers when the boil order is lifted. Customers may also call us Water Department option #5 for updates. 
​​ Why do I have low water pressure in one area of my house? 
Poor water pressure in one area of a house is usually caused by clogged pipes. Try clearing any debris from faucet screens. If that does not help, you can call our office to schedule an appointment with a technician. 
​​Why am I charged sewer for watering my yard?
​Domestic sewer consumption is currently measured by metered water consumption. There is no sewer charge for irrigation meters. 
​​Do you give bill adjustments for filling a swimming pool?
Currently there are no adjustments for pool fills. ​
​Do you give bill adjustments for dripping faucets during the winter months? 
​During inclement weather, the Service Board will consider drip adjustments but they are not guaranteed. The utility may require additional documentation for the consideration of any adjustments
​What can I do to keep my pipes from freezing?
​Insulate all water pipes - especially ones on exterior walls - and secure cracks and openings. Open cabinet doors to allow heat to reach water lines. Also, allowing the faucet furthest from your service pipe to drip will help prevent freezing. Installing an inside shutoff valve will help control leaks.
Bill Questions

Bill Questions

I’m having trouble accessing my account online. Who do I contact for help? 
You can contact our Customer Service Department at 765.664.2391, option 3. 
When is my bill due? 
Service is billed monthly, and the due date is located at the bottom section of each billing statement. Account information is also available to customers online through our customer service portal.
Why is my bill so high? I don’t have any leaks.
High water usage can have many causes. Some of these causes can be leaking faucets, busted pipes, excessive usage, running toilets, summer watering, pool fills and dripping faucets. 
​Do you estimate water usage on your bills? 
​Water meters are usually read every month. However, sometimes bill estimation may be required. Bills that have been estimated will have a notification in the message section of the utility bill. You can also call our customer service department to inquire if your meter was read. During inclement weather, the Utility Board will consider estimating usage at their discretion. 
​Do you have budget billing? 
We do not have budget billing presently. We are always striving to serve the community better, and future software updates may allow for budget billing at the customer’s request. 
​How much water is in a hundred cubic foot measure? 
​There are 7.48 gallons of water in each measured cubic foot. 
Payment Questions

Payment Questions

What payment methods do you take? 
Cash, check, money order, cashier’s check, ACH, MasterCard, Visa, and Discover. We do not accept American Express at this time. 
​​Will I be charged a fee for paying my bill online?
​There is a $1.00 fee to pay your bill online. This fee covers administrative costs to process your payment.
​How do I make payment arrangements? 
Arrangements may be made by contacting us via phone or email. If it is the day of or before disconnect, you will need to contact the office via phone 765.664.2391, option #3.