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Frequently Asked Questions
- Where can I find my account number?
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Your account number is displayed to the middle left of your bill. It consists of two numbers separated by a hyphen. The first set of digits are your customer identification number and the second set of digits are your geographical (location) identification number.
- Why does my bill show two different amounts to pay?
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Marietta Power and Water offers a 10% discount on the electric charges when payments are received on or before the due date. You should pay the applicable amount based on the date you are making your payment.
- What is PPA?
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PPA is the Purchased Power Adjustment. This charge reflects the variable cost of fuel to generate electricity for any given period and is part of your total electric charge. The current rate can be accessed on our website by clicking "My Account/Online Payments", then Rates.
- Do we have a fixed rate to lock in to for the summer?
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Electric and water services are not deregulated so there is no requirement to choose between a fixed and variable rate.
- Do you have budget billing?
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Marietta Power and Water offers budget billing where customers can pay the same amount each month for one year and, on their anniversary date a "settle-up' would be performed. Any underpayments would be due and payable and any overpayments would be credited to the account. Please contact our Billing Department for more information.
- Can I change the name on my account without a transfer of service?
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Generally, name changes are not allowed to accounts once the account is activated. Exceptions to this rule include legal name changes (i.e. marriage, divorce) and a copy of the legal documentation would be required to complete the change. The account holder can also add an authorized user to the account at any time.
- Can I change the due date of my bill?
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Your due date is based on your meter reading date by geographical area of our service territory. Therefore, we are unable to change your due date.
- How do I get a PDF copy of my bill?
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Simply log on to your account at www.mariettapowerandwater.com, access your billing history and print your bill copy. You can print an actual copy or a summary statement. Please be advised that PDF copies may not be available for some billing months for customers who are set up for "e-notification only".
- Will I be notified of rate changes?
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Rate change information is passed along to our customers through the media, on our website and through our monthly bill insert.
- What is my current rate?
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The rate for your specific account is available on our website at www.mariettapowerandwater.com. Click My Account/Online Payments, then click Rates. You will need the set of numbers from your account number that appear to the right of the hyphen to access your rates.
- Why is my bill so high?
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In summer, rising temperatures can cause rising power bills, but if you adjust your thermostat up by just a few degrees, you can save money. Set your thermostat at 78 degrees or higher and reduce your cooling costs by up to 3% for each degree of adjustment. For winter, if you have drafty rooms, varying temperatures throughout your home, hot or cold ceilings or high heating and cooling bills, you may need to insulate your attic. Set your thermostat at 68 degrees or lower and reduce your heating costs by up to 3% for each degree of adjustment. For more energy saving tips, please check out our website at www.mariettapowerandwater.com under the "Residential/Power" tab. For water saving tips, go to the "Residential/Water" tab.
- How can I dispute my bill?
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While there is no formal dispute process, you can contact our Billing Department at (770) 794-5150 and our Customer Service team will be happy to assist you and provide recommendations on how to lower your bill, how to read your meter(s), and discuss possible payment arrangements.
- Can I get credit for a water leak?
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Credit adjustments can be made on accounts once the leak has been repaired and the usage returns to normal levels. We can credit up to six months and a copy of the leak repair invoice is required. Please contact our Billing Department at 770-794-5150 for more details.
- How do you calculate credits for water leaks?
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Water leaks - Customer is billed for the water charge over the average at Marietta Power and Water costs and the wastewater charge over the average is waived. Toilet leaks - Customer is billed for the water and the wastewater over the average at Marietta Power and Water cost.
- Can I get credit for a pool fill?
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Marietta Power and Water will allow a pool fill credit one time per year. You will be charged the retail rate for the water usage and the wastewater charge above your average usage will be waived.
- I have been doing some outdoor watering, so why am I being charged for wastewater?
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The wastewater charge is based on water usage through your domestic meter. We can measure water used for outdoor purposes only through an irrigation meter which could be installed at your expense. For cost information for a separate irrigation meter, please contact our Water Department at 770-794-5150.
- Can I change electric service providers?
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Electric service is not deregulated, therefore, the provider for your service location is the only one you can use.
- How do I apply for new service?
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By phone - You may contact our office at 770-794-5150 during our normal business hours (Monday-Friday, 8:00 a.m.-5:00 p.m.). You may be asked to appear at our office in the event further identification is required. In person - You can apply for service at our office located at 675 North Marietta Parkway in Marietta, GA. Please be prepared to present valid identification (i.e. valid driver's license, state-issued identification, or a passport). A security deposit may be required. Email - You can complete an application from our website and send it by email to thepowerservice@mariettaga.gov.
- Do you charge a deposit?
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Marietta Power and Water charges deposits by service but the deposit amount may be lowered or waived based on the applicant's credit file. Deposits must be paid prior to service activation unless the deposit was lowered based on the applicant's credit history. Any customer requesting service will be subject to new customer requirements unless the customer has had service with Marietta Power and Water within the previous 12 months.
- What is the deposit amount for residential service(s)?
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Electric service: $200.00 Water service: $ 75.00 Electric and Water: $275.00
- What is the deposit amount for commercial service(s)?
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Security deposits for commercial customers are calculated based on the average bill for two months of service at the specific location. If no prior usage history is available, the deposit is calculated based on the square footage at the location along with the proposed use of the building or any other acceptable means of estimating usage that is deemed as appropriate by Marietta Power and Water.
- What forms of payment are accepted for security deposits?
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Residential customers: Cash, checks, money orders and all major credit/debit cards. Commercial customers: Cash checks, or money orders are accepted. For deposit amounts over $1,500.00, Marietta Power and Water will accept a surety bond payable to Marietta Power and Water or an assignment of a Certificate of Deposit.
- What happens to my deposit if I'm transferring residential service to a new location with Marietta Power and Water?
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Your deposit will be transferred to your new account and you will be responsible for paying the final bill for the old location.
- What happens to my deposit if I'm transferring commercial service to a new location under Marietta Power and Water?
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Your deposit will be transferred to your new account. No additional deposits will be required unless the two month average charge for the new location exceeds the current deposit amount.
- What are the required documents to start service?
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Please bring valid identification such as a United States driver's license, state-issued identification or a passport from any country. Identification is not valid if it has expired. Marietta Power and Water reserves the right to request a current lease and/or proof of ownership.
- Do you have to have a social security number to set up service with Marietta Power and Water?
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You do not have to have a social security number to set up service. You will, however, be required to appear in our office with valid identification and the required security deposit for service(s).
- Can I get services connected/disconnected on the weekends?
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Marietta Power and Water is available to serve you on weekdays from 8:00 a.m. - 5:00 p.m. We are closed on weekends and holidays.
- How many days in advance do I need to notify Marietta Power and Water to start, stop or transfer service?
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Marietta Power and Water will need at least one business day's notice to schedule your request for electric and/or water service.
- Do I have to be at home for start, stop or transfer of service?
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In most cases, meters are located outside and it is not necessary for you to be at home for us to complete the work at your location. If the meter is inaccessible (i.e. inside a locked fence), it may be necessary to set up an appointment to meet you at your location.
- Is there a service fee to start or transfer service?
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Your first statement for the new location will reflect a non-refundable $25.00 service charge.
- Is there a service fee to disconnect service?
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There is no service fee to disconnect service by customer request.
- Will I be charged an additional deposit for expanding my business?
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For a commercial customer expanding their business to additional locations who has not been delinquent during the previous 5 years, no additional deposits will be required.
- When will my deposit be refunded?
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Deposits are refunded when service is terminated with Marietta Power and Water.
- Do I receive interest on my deposit?
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Marietta Power and Water will pay interest at a rate equivalent to the 6-month Treasury bill rate from the last business day of the previous year. The interest credit will appear at the beginning of each calendar year.
- Are continuous service contracts available for apartment complexes and landlords?
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Apartment complexes and landlords can request that services automatically revert back to their name when tenants terminate their services by request. Service does not revert to the apartment complex/landlord in the event of disconnection for non-payment. If you are interested, please contact our Service Department at 770-794-5150.
- How do I create an online user profile for online services?
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Visit https://c2g.mariettaga.gov/Click2GovCX/ then click "New User". Input all requested information. Once you've completed the input, you should receive a link via email. Click on the link to enable your user profile, then click "Add Account" to add your service location(s) to your user profile.
- How can I reset my password if I forgot my security questions?
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Please contact our Billing Department at 770-794-5150 to receive assistance with getting a temporary password.
- How do I add my account to my user profile?
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Once you have created your login profile, you need to add your service account.
- How do I add multiple accounts to my profile?
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You can add more than one service account to your profile by selecting Manage Accounts from the menu.
- How do I find my account number or cycle / route?
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The account number, cycle and route numbers are located on your bill. See the About Your Bill page for information
- How do I manage my online wallet?
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The online wallet is helpful to store frequently used payment methods.
- How do I enroll in Auto Pay?
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By enrolling in Auto Pay, your bill will be paid automatically every month using the payment method you choose.
- How do I modify enrollment in auto pay (Card)?
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- How do I modify enrollment in auto pay (ACH)?
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- How do I remove/disable my enrollment in Auto Pay?
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- What services does Marietta Power and Water provide?
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Marietta Power and Water provides electric, water, wastewater, and irrigation services. The City of Marietta provides sanitation service and the charge is billed on Marietta Power and Water's monthly statements.
- What are your business hours?
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Our business office is open Monday-Friday, 8:00 a.m.-5:00 p.m. Our drive-through window is open until 6:00 p.m., Monday-Friday.
- What is the physical address for Marietta Power and Water?
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Our office is located at 675 North Marietta Parkway, Marietta, GA 30060.
- What are the recommended heating and cooling temperature settings?
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Winter - Set your thermostat at 68 degrees or lower. Summer - Set your thermostat at 78 degrees or higher. Water heater - Setting should be approximately 110 degrees.
- How do I read my electric meter?
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Our meters are digital and very easy to read. The current meter reading is displayed on the front of the meter in plain numbers.
- How do I report an outage?
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To report an outage, call 770-794-5160. You will be asked to enter your phone number for our system to identify your location.
- What are the requirements for the senior citizen's discount?
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Customers must be 65 years or older and income must not exceed $20,000.00 yearly. For qualifying customers, the 10% discount on the electric charge is extended to a full 30 days. To apply for the senior discount, go to www.mariettaga.gov/city/mpw/service/forms.
- What happens if there is a medical condition in the home and there is a power outage?
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If you or your family member will need special consideration during a power outage due to a health hardship or medical condition, please go to www.mariettaga.gov/city/mpw/service/forms and complete a Medical Condition Doctor's form.
- Do you offer rebates for electrical vehicle chargers?
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No, Marietta Power does not offer rebates for the installation of electrical vehicle chargers.
- Do you offer a special rate for charging electric vehicles?
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No, Marietta Power does not have a special rate for charging electrical vehicles.
- Do you offer any rebates?
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Residential
We offer rebates to our residential power customers for the purchase of some Energy Star rated appliances. In addition, residential water customers are eligible for a rebate on the purchase of some low flow toilets. Terms and conditions apply.
We do not offer rebates for insulation installation or window replacements.
Commercial
We do not offer rebates for commercial properties.
- What are the current outdoor water restrictions?
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Marietta along with most of metro Atlanta remains in a level 2 drought response. For extensive outdoor watering information, please go to our summary.
- How do I report a water outage or water/ wastewater emergency?
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To contact our dispatch office, please call 770-794-5230.
- Is there a charge to turn my water off/on?
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Yes, it is $25 during normal working hours and $65 after hours.
- I don't have any hot water. Did you turn it off?
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We supply cold water to your home and your water heater provides hot water. You may need to contact a licensed plumber to check the water heater.
- The drain in the street backs up when it rains. Can you clean it out?
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This would be a storm drain-related issue, which would be addressed by the city's Public Works Department at 770-794-8110. Marietta Water is responsible for water distribution and sanitary sewer collections, but not storm water.
- Can you increase my water pressure?
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In most cases the answer is no. Marietta Water's distribution system is divided into three separate pressure zones because of changes in elevations. The pressure that is supplied to us by our suppliers pressurizes the majority of our distribution system. The other two pressure zones are known as Redwood high-service area and Sugar Hill high-service area. That does not mean that the pressure is higher or greater in these areas. It means that these areas are too high in elevation to be supplied by the pressure that comes from our suppliers, and it has to be boosted through the use of elevated water tanks.
We take water from lower elevations within the distribution system and pump it to an elevated water storage tank at a higher elevation within one of these high-service areas. From there, gravity takes over and increases the pressure in the distribution system. In order to increase your water pressure, the water storage tanks would have to be raised to a higher elevation. Areas not within the high-service areas should not have a pressure problem. If you are experiencing a pressure problem, Marietta Water can check the pressure at the water meter located at or near the property line in most cases. A private plumber will need to be contacted by the property owner to address any problems beyond the meter on the customer's system. - My sewer is backed up. The plumber has cleaned out my part and the problem is out in the street on the city side. Can you have a crew unclog my sewer?
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Nearly all service line blockages result from either material entering the sewer from the building or root intrusion from trees and shrubbery located in the vicinity of the service line on private property. It is the property owner's responsibility to remove the blockage even if the blockage is located within a road right-of-way or within a sewer easement.
The Water and Sewer Department will help remove a blockage within a public road right-of-way or within a BLW easement if the property owner has hired a licensed plumber or contractor and they are unable to restore service. The plumber or contractor may call the Water and Sewer Department at 770-794-5230 to request assistance, however, the Water and Sewer Department will only remove the blockage. The plumber or contractor will be responsible for restoring the service line and/or property. The plumber or contractor must have the service line exposed and personnel available when the Water and Sewer Department personnel arrive at the site.
Occasionally, blockages in service lines are caused by pipe failure. If pipe failure is the suspected cause of the service line blockage and is located within the public road right-of-way or within a BLW easement, the Water and Sewer Department will repair the line within those areas.
- What day will my trash be picked up?
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You may contact the sanitation department at 770-794-5595 for your pick up schedule.
- Is there a fee for extra items I need to have picked up?
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Yes, there is a fee for this service. To review the fee schedule and request a pick-up of special items go to our
- How do I get a recycling bin and what can I recycle?
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To request a recycling bin, fill out our
- What day is yard waste (brush) pick up?
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Yard waste (brush) is picked up at the curb weekly on Wednesday. You can access further information and guidelines by going to the
- If my scheduled trash day is on a holiday, when will my trash be picked up?
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Access the current year's
- What if my trash was not pickup?
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If your trash was missed or not picked up on your scheduled day complete a Citizens Request to be contacted.
- What internet browser works best with this site?
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Our site is currently tested to work with Internet Explorer, Firefox and Google Chrome. Other browsers may work; however, we don't test our site with browsers that are used by a small percentage of people. Depending on the version and brand of browser, default privacy settings may need to be changed in order to log into our applications. Should you experience a problem with a current browser, please contact us.