Frequently Asked Questions

High or Low Bill

MyOnlineBill

Billing and Payments

Water Quality And Appearance

Sebago Lake

Other

High or Low Bill

 

Billing and Payments

Water Quality And Appearance

Sebago Lake

Other

 

How does Hundred Cubic Feet (HCF) relate to gallons of water used? 

748 gallons = 1 HCF.  If your meter measures 2 HCF you used 1,496 gallons. PWD measures and bills your water in HCF (hundreds of cubic feet).

How many gallons of water, or HCF, does a typical family use in a month? 

Your usage depends on the number of people in your household and your lifestyle.  Refer to the chart below for estimated usage by household size.

Household Size

Gallons

HCF ( hundreds of cubic feet)

1 person

748 to 2,244

1 to 3

2 person

2,992 to 5236

4 to 7

3 person

5,984 to 7,480

8 to 10

4 person

8,228 to 9,724

11 to 13

5 person

10,472 to 11,968

14 to 16

6 person

12,716 to 14,212

17 to 19

Also consider your lifestyle:  You will use more water compared to a household with the same number of people if:

  • You take more showers or baths
  • You take longer showers or baths
  • You do outside watering or fill a pool
  • You do more loads of wash
  • You do more dishwasher loads
  • You have more company
  • Your family includes a teenager or a baby
  • Your appliances and toilets are older and less efficient
  • You have not installed low flow shower heads or taken other conservation measures
  • You have internal plumbing leaks that have not been fixed

 

What uses the most water in a single family home?  

Remember, your percent of use may vary due to your lifestyle.

My water bill seems low.  What could cause this?

  • NUMBER OF DAYS IN THE READING PERIOD.  If the number of days in your current read period is lower than the number of days in your prior read period, your current bill may be less.  You can check the number of days in the Water Consumption Chart on your bill or in the MyOnlineBill section of our web site.
  • REDUCED WATER USAGE. You may have been on vacation or away from your home for an extended period of time
  • WATER CONSERVATION. You may have purchased a front loading washing machine. Front loading washers use less water. Or you may have installed a new low flow toilet or some other low flow device.
  • FAULTY METER. If none of the items above apply to you, please contact Portland Water District at 207-761-8310 to speak with a Customer Service Representative.  Your water meter may need to be serviced. 
My water bill seems high.  What could cause this?
  • NUMBER OF DAYS IN THE READING PERIOD. This is the most common reason for a high bill. If the number of days in your current read period is greater than the number of days in your prior read period, your current bill may be higher.  You can check the number of days in the Water Consumption Chart on your bill or in the MyOnlineBill section of our web site.  The days in your read period can fluctuate from month to month depending on the date we read your meter. A 32 day bill this month would usually be higher than a 28 day bill the previous month because there were more days to use water. 
  • SEASONAL USAGE. If you have a seasonal fluctuation in your bill, consider your outside water use. Have you been watering your lawn and garden, filling a pool, or washing your car?
  • ADDITIONAL CHARGES. Determine if there are any additional charges on your bill this month. There may be an additional charge due to a Backflow Test, an Activation Fee, A Turn ON/OFF Fee, or a Collection Fee.
  • LEAK. Look at your water meter to determine if you have an internal plumbing leak:  If the red pointer on your meter is moving, and you are certain no water is being used at the time, this indicates there is an internal leak. The first place to check is your toilet or faucets.  More information on how to identify leaks.
  • RATE INCREASE. Water Rates: PWD sends a letter to customers whenever our water rates change. Water rates are regulated by the Maine Public Utilities Commission. Wastewater Rates: Your local city or town establishes wastewater rates. PWD is only the billing agent for wastewater. All wastewater revenue billed and collected by PWD is turned over to your local city of town.

Why did my usage increase by 1 HCF this month when I know I used the same amount of water as last month? 

Your water meter measures whole and fractions of HCF (hundreds of cubic feet), but PWD only bills the whole number; the fraction is ignored. For example, if your water meter measures 2.9 HCF, PWD bills 2 HCF when you actually used almost 3 HCF.  The chart below illustrates why you are billed different amounts even though you used the same amount of water two months in a row. For ease of demonstration, assume the 3/1/09 read date was the date a brand new meter was installed.

Reading Date

Actual Meter Reading

Actual Water Consumed

Billed Meter Reading (based on  whole #)

Billed  HCF

Actual Water Consumed in Gallons

3/1/09

0000.00

0000

0000

0 HCF

0

4/1/09

0002.9

2.9 HCF

0002

2 HCF

2,169 (2.9HCF x 748)

5/1/09

0005.80

2.9 HCF

0005

3 HCF

2,169 (2.9HCF x 748)


Why isn’t my payment displayed on my current bill?

Generally this happens because your newest bill was produced before payment of your previous bill was received.  To avoid this, make your payment as soon as you receive your bill, but no later than 24 days from the Bill Date. You can verify receipt of your payment and get your up-to-date balance, by selecting the MyOnlineBill link on the PWD Home page. First time users will need their PWD bill to register. If you are already registered, just log in with your username and password.

We recommend allowing 4 business days after mailing your payment, or 2 business days after making your payment online, before checking our website.  If your payment is not displayed by then, please contact us by calling 207-761-8310 or by email, so we can investigate. Occasionally payments are misapplied or lost in the mail.  If you communicate by email, please do not enter your banking account number; email is not secure.

Why do I have a payment on my bill that I didn’t make?

 There may have been a payment application error. If this happens please contact us by calling 207-761-8310 or by email, so we can investigate.  If you communicate by email, please do not enter your banking account number; email is not secure.

When should I pay my bill?

Payment should be made within 24 days of the Bill Date.  If your payment is made later than that, your new bill may be generated before payment of your previous bill is received, and your payment will not be displayed.  If this happens you can verify receipt of your payment, and get your up-to-date balance, by selecting the MyOnlineBill link on the PWD home page. First time users will need their PWD bill to register. If you are already registered, just log in with your username and password.

Why did I get a late fee?

A late fee or penalty can be charged when your unpaid bill is at least 30 days old.

 

My bill says I have a credit balance, what does that mean?

A credit balance will occur when you pay more than the amount you owe, or if we adjusted your account because we overbilled you. The Total Amount Due on your bill payment stub will have a CR after the amount.

Is there lead in my water?

There is no lead in the water when it leaves the Sebago Lake Water Treatment Facility.  If there is lead present, it originates from your household plumbing.  And while we meet the federal lead standards, a small percentage of the homes in our system may have lead levels that exceed the level considered safe.  Lead levels may be of particular concern for homes built between 1982-1986.  Since we first tested for lead in the early 1990s, we have adjusted our treatment at Sebago Lake in an effort to lower the number of homes exceeding the lead standard. The results have been excellent.  ;

Regardless of where you live, when your home was built, or your source of drinking water, you should always use the cold-water-tap when drawing water for cooking or drinking.  Hot water can dissolve metal from pipes more effectively than cold. 

To be sure the water you drink is low in lead, simply run the water for a short time (until it is cold) before using it for making baby formula, cooking or drinking.   Running the water flushes your pipes and draws fresh water directly from the main. 

There is 'pink slime' in my shower.  Is it caused by my water?

No, certain species of airborne bacteria gravitate towards and thrive in a moist environment, such as showers, toilet bowls, sink drains, tiles, and dog dishes. These slimes are naturally occurring and can be unattractive but are generally harmless. The best way to avoid this problem is to keep these surfaces free from the bacterial film through regular cleaning using Lysol or a chlorine-based product.   

Is water treated with chlorine safe to drink?

Yes. Many tests have shown that the amount of chlorine found in treated water is safe to drink. Chlorine is needed to maintain disinfection throughout the distribution system. The potential for water contamination when chlorine is not used, outweighs any long-term concerns.

Why does my water sometimes look cloudy?

The cloudy water is caused by tiny air bubbles in the water similar to the gas bubbles in beer and carbonated soft drinks.  It is particularly noticeable in water taken directly from the tap. Within seconds, the bubbles rise to the top and are gone. This type of cloudiness occurs more often in the winter, when water temperature is colder, and does not indicate any problem with the water.

Is tap water suitable for use in a home kidney dialysis machine?

No, not without further treatment. In a kidney dialysis machine, the water used is brought into close contact with the patient's blood. Thus, the quality requirements are far stricter than those for ordinary drinking water. Aluminum, fluoride, and chloramine are examples of substances that are not acceptable in water used for kidney dialysis. Kidney dialysis centers are kept informed about water quality and are able to give advice on this matter.

There is a blue-green stain where my water drips into my sink. What causes this?

This stain comes from the chemical copper. Copper is present in your home plumbing and can dissolve into the drinking water. If you would like to have your water tested for copper, or lead, please contact a customer service representative at the Portland Water District.

What is the hardness of my water?

Hardness levels in Maine waters are generally low but can range from near zero to several hundred milligrams per liter as calcium carbonate (mg/L as CaCO3), the standard unit for hardness.   The Greater Portland water source (Sebago Lake) has a hardness value of 9 and is described as soft, as you can see from the following table.

Hardness Range
(mg/L as CaCO3)

Description

0 – 75

Soft

75 – 150

Moderately hard

150 – 300

Hard

More than 300

Very hard

The term “hard water” does not have a precise definition but is usually used to describe water which does not lather well when soap is added or which forms a scale inside hot water heaters.  These problems are caused by high concentrations of the naturally occurring elements calcium and magnesium which depends largely on the local bedrock.

 While there are no health-related regulations pertaining to drinking water hardness, a value below 100 mg/L is ideal for ordinary domestic purposes.  Therefore, water softening for our residential customers is not necessary.   

Should I buy bottled water?

The Portland Water District water is of excellent quality and it meets all federal drinking water standards.  However, those immuno-compromised, such as people with cancer undergoing chemotherapy, people undergoing organ transplants, people with AIDS/HIV or other immune system disorders, or some elderly and infants, should consult a doctor. All drinking water, including bottled water, may reasonably be expected to contain small amounts of contaminants.

What is the Portland Water District’s position on fluoride?

Maine law mandates that a public water system must add fluoride to the water if a majority of customers votes to do so.  The customers of the Portland Water District voted to have their water fluoridated in 1996 and, as required, the District began fluoridating soon thereafter.  The method we use to add fluoride, the fluoride-containing chemical we use, and the means of monitoring the level of fluoride all meet drinking water industry standards and were approved by the Maine Drinking Water Program prior to being put into use.  The fluoride-containing chemical we use, hydrofluorosilicic acid, is approved for use in drinking water by the National Sanitation Foundation.  The level of fluoride in our water is monitored continuously and also tested again via certified laboratory method weekly.  According to the Maine Rules Relating to Fluoridation of Public Water Systems (Chapter 228), the optimal fluoride concentration is 1.0 to 1.2 parts per million and our finished water is consistently in this range. 

Absent a public policy change, only another vote of our customers, expressing their wish to no longer have fluoride added to their water, would authorize us to discontinue our current practice.

Should I use a home water filter?

Our water meets all drinking water standards and doesn’t require additional treatment beyond what it already receives; however the choice to use a home filtration system is yours to make.   Home filtration products can reduce chlorine levels and water cloudiness, which some would prefer not to taste, smell or see.  In some cases, these filtration products can also remove metals such as lead and copper that could dissolve in the water during contact with household plumbing. If you do decide to install and use a water-filtration system, it is important to follow the manufacturer’s maintenance specifications. 

Where can I find additional information about the quality of my tap water?

The Portland Water District publishes annually a Consumer Confidence Report (CCR) which reports the levels of all regulated contaminants detected in the drinking water. In addition, the report provides an overview of your drinking water source and its treatment; it is a good tool for making informed choices that affect your health and that of your family.

 

Why is boating allowed on the southern end of the lake but swimming is not allowed?

The PWD doesn’t allow boats, the State doesn’t prohibit them.  Only the legislature could prohibit them and they have not chosen to do so.

Petroleum products like gas and oil tend to float and evaporate quickly. Bacteria and viruses from human contact are more evasive and persistent, therefore, they are more likely to contaminate the water. Within 3,000 feet of the water intakes, there is NO trespassing - not even boating.

Who owns the boat launch in Standish and what are the plans for the future?

The PWD owns all land around the boat launch except for a 99-foot right of way (ROW) to the water which is owned by the town of Standish.   The PWD has begun to revegetate the land around the 99-foot ROW to improve water quality in Lower Bay.

Over the years the PWD has presented more than six boat launch relocation proposals to the Standish Town Council.  The most recent proposal was voted down by the people in 2003.

The PWD has indicated to the Maine Department of Conservation our willingness to work with them on the construction of a state boat launch outside the two-mile limit. 

Why does the PWD allow ice fishing inside the 2-mile limit?
 

PWD does not have the authority to limit ice fishing.  The state allows ice fishing and is the only entity that can limit it.  The state did pass a law prohibiting cars and trucks from being on the ice within 2 miles of the water intakes.  This was passed after a truck broke through the ice. 

In an attempt to limit the impact of ice fishing on water quality, the PWD conducts patrols during the ice fishing season, asking fishermen to use porta-potties located at the shore and to fuel ice fishing equipment on shore rather than on the ice.

Why is the PWD concerned about invasive aquatic plants?

An invasive plant infestation of the lake could lead to water quality problems, including (1) the illegal use of aquatic herbicides; (2) an accelerated increase in lake productivity and resulting decrease in water quality; and (3) more organic matter impacting intake and treatment equipment

Does PWD control the level of water in Sebago Lake?
No.  The dam that controls the level of Sebago Lake is owned by SAPPI (formerly SD Warren) in Westbrook.  SAPPI is required to manage lake level according to a compromise plan, developed in the 1990s by individuals, groups, and state agencies who had differing points of view about the best plan for managing the level of the lake.  The compromise plan has target levels for certain weeks of the year.  Drought years are built into the compromise plan.  Two of every nine years are supposed to be managed for low water conditions – and during those years the level in the winter is several feet lower than in typical years. 

Does the PWD have authority to control uses of the lake?

Some.  The PWD is recognized as the primary entity responsible for promotion and oversight of lake protection issues in the Sebago Lake region.  The PWD's Watershed Control Program relies on the support of other regulatory authorities - local, state, and federal - and on education and outreach to impact other human activities that are not governed by any law or regulation. 

 
Can I use fertilizers and pesticides around the lake?
 
The PWD promotes minimizing the extent of mowed areas near the lake because natural woody vegetation provides normal cleaning of runoff.    The PWD does not use chemicals to treat the lawn areas at its properties near the lake and encourages others to use non-chemical lawn care methods as well.
 

If the PWD built a water filtration plant, would there still be a need for lake protection? 

Absolutely.  The PWD was granted a waiver from the filtration requirements of the Safe Drinking Water Act in part because lake water quality is so high.  The PWD believes the waiver to filtration saves our customers a significant amount of money without compromising the protection of their health.  And we are committed to protection of the source as one component of our effort to maintain the waiver.  But PWD was committed to protecting Sebago Lake before the waiver and will continue to protect the lake as long as it is a source of drinking water, regardless of the type of treatment used.  Filtration and other forms of treatment are not perfect.   The only absolute barrier to waterborne pathogens is to prevent them from ever being introduced to the source of supply.

There is foam accumulating on the lake?  Is this indicative of pollution?

Most lake foam is caused when the surface tension of water is decreased and air is mixed into the water.  Organic materials from naturally decaying plants and animals can reduce the surface tension of water, and when the wind blows across it, or waves wash against the shore, bubbles are produced.

Most foam observed in lakes or streams is naturally occurring, and not an indicator of pollution. 

To determine if foam is natural or not, collect some of the foamy water in a jar.  Shake the jar.  Detergents will produce more bubbles; natural foam usually dissipates.  Detergent foams feel slippery and usually smell of perfumes.  Natural foams often smell like fish or soil. 

Is Sebago Lake clean?

Very!  Sebago Lake is relatively young, as lakes go, is underlain by tough Sebago granite, and its watershed is mostly forested. The greatest threats to any lake’s cleanliness come from human activities.   Sebago Lake is the deepest lake in New England and contains almost a trillion gallons of water.  This doesn’t mean it’s invincible, but it takes more effort to pollute that much water.  Put all these factors together and you have one of the nation’s finest water supply lakes. 

How deep is Sebago Lake?

For years it was commonly believed that the deep hole of Sebago Lake reached down to 316 feet. A recent survey, however, has measured the maximum depth at 307 feet.  Still, this makes Sebago Lake the deepest lake in all of New England.    If you were standing on the bottom of the “deep hole” in Big Bay, your feet would be 41 feet below sea level!

What is lake turnover?

In the summer, the lake “stratifies” or develops layers of different temperatures that do not mix. Perhaps you’ve noticed the effect– have you ever kicked into a cooler layer while swimming at the warm surface?  As fall nights chill the lake’s surface, the top layer of water cools, becomes heavier, and eventually sinks.  Water that was at the bottom of the lake is displaced– it rises to the top, bringing with it lots of bottom nutrients.  Fall winds mix these layers, distributing oxygen and nutrients from top to bottom, until ice forms.

How does the lake freeze?

In the fall, when water cools, it becomes more dense and sinks to the bottom of the lake.  Water is “heaviest” at 39 degrees F.  As winter nights cool the water from 39 degrees down to 32 degrees,  it expands and freezes!  Expanded, frozen water (ice) is less dense, and lighter, so it floats!   The fact that ice forms from the top down is lucky for fish and lucky for us -  the ice acts as an insulator; and the heavier water at the bottom remains in its liquid form. 

Is it OK to feed the ducks on Sebago Lake?

Resist the urge to feed ducks or any water fowl.  “People” food is far less nutritious to a duck than its normal diet. Handouts may cause ducks to become tame and more exposed to natural predators. Migration could be delayed.   Ducks are perfectly capable of finding food, unless they have become overly dependent on human handouts.

Duck feeding causes problems for people, too.  Duck waste may contain bacteria and parasites that are unhealthy for humans. 

How should I fill my fish aquarium?

First, allow at least 1 gallon of water to run from the tap before using the water to fill the aquarium. This will flush any copper or zinc from copper or galvanized piping in your home; tropical fish are very sensitive to small amounts of copper or zinc in their water. Let the water sit in the aquarium for an hour or two until it reaches room temperature. Consult your local pet store to learn how to test for and remove any disinfectant in the water. You must remove disinfectants such as chloramine from the water before you add fish.

Some people say I should put a brick in my toilet tank to save water. How does that save water and is it a good idea?

Toilet flushing uses a lot of water, 40% of a household's total water usage. Putting something in the toilet tank that takes up space, like a toilet dam or a water filled jug, is a good idea. But putting a brick in the tank is not a good idea. Bricks tend to crumble and might damage your toilet.

My water faucet drips, should I fix it?

Yes. Drips waste a precious resource - water, and it costs you money. As an example, if you have a faucet that drips 60 times a minute, this adds up to over 3 gallons each day or 1,225 gallons each year. To fix a leak, call your local plumber.

I can dispose of hazardous chemicals down the drain, right? The wastewater plant is responsible for clean up.

Wrong. Hazardous materials such as oils and paint thinners disrupt the collection system and the treatment plant. The wastewater plant process can not remove all hazardous chemicals, therefore, some may enter our rivers and bays. The more polluted the water, the harder it is to clean, and the more expensive a process it becomes. 

I heard it's a law that you need an invasives plant sticker to boat on Maine lakes now.  How do I go about getting one?  

The Maine Legislature passed a bill that is designed to provide funding to help prevent the spread of Milfoil and other aquatic invasive species into Maine waters.  The bill requires boaters to have a Lake and River Protection sticker displayed on their boat if they are operating in fresh water. The stickers are $10 for residents and $20 for non-residents.  Stickers are available from any town hall in the state of Maine, as well as all retail outlets where fishing licenses are sold.  In many instances these are corner stores that sell out-of-state fishing licenses, often conveniently located in the vicinity of popular inland boating areas.  If you would like more information, please contact the Maine Department of Environmental Protection at 1-800-452-1942 or visit them at www.mainedep.com.  You can also contact the Maine Department of Inland Fisheries and Wildlife at 1-207-287-8000 or visit them at www.mefishwildlife.com.  

Why does the PWD offer school-based education programs?

PWD believes that education is a critical component of source protection.  Our goal is to establish life-long habits of environmental stewardship, which will translate to protection of water quality in Sebago Lake, now and for the future. 

Is hunting allowed on Portland Water District property?

Yes.  The PWD recognizes all hunting seasons as defined by the State of Maine and Inland Fisheries and Wildlife.

To access PWD land for hunting you must either (1) be the holder of an annual permit, issued to abutters; or (b) fill out a daily permit at one of 11 visitor kiosks.  Land access rules have been clearly posted within the kiosk.  Most importantly, do not trespass in “No Trespassing” areas colored in red on the kiosk maps.  Violation of the No Trespassing zone can result in a fine of $500 to $2,500 as well as a criminal conviction.


 Why does PWD allow snowmobiling but does not allow the use of ATVs within the Sebago Lake Land Reserve?

Snowmobiles operate on frozen and snow-covered ground and therefore do not tear up vegetation and expose soil to erosion.  This is not true of ATVs which can expose soil that can be washed into the lake.

What’s the largest fish ever caught in Sebago Lake?

Sebago holds the world record for the biggest landlocked salmon ever caught; a 22.5 pound fish hauled in by Edward Blakey in 1908.  The lake also holds the record for the largest Whitefish in Maine, a 7.5 pounder caught by  Neil Sullivan in 1958. However, it is believed the biggest fish ever caught in Sebago was a 27-pound Lake Trout (Togue), caught by Bill Day in 1996.

Several questions and parts of questions were Reprinted from Plain Talk About Drinking Water, by permission.   Copyright© 1997, American Water Works Association.  For additional information relevant to the drinking water industry, visit AWWA's Web site or call 800-926-7337.