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Update: Our COVID-19 Response

Aug 24, 2020

It feels as if summer weather is providing a welcome respite from uncertain times, but it’s also showing us we can’t let our guard down in the fight against this pandemic.

We’ve begun taking some cautious first steps in a desired return to normal. They’re designed to ensure you continue to receive safe and reliable water, wastewater, and energy essential services, and our communities stay safe.

In March, our COVID-19 Incident Command (IC) team put in place comprehensive polices and protocols governing office closures, remote work, physical distancing, and the use of personal protective equipment (PPE). These measures, among others, are under constant review as we evaluate reopening and a return to more normal operations.

The IC team, with guidance from public health authorities, have determined only a small number of our North American operations currently meet the stringent criteria for reopening. And where reopening does occur, it will be done carefully and methodically. As all our systems continue to function normally, we’re confident these first steps are the right ones.

We were among the first utilities to suspend and reverse service disconnections, and suspend late fees. But as efforts to reopen the economy move forward, some regulators are allowing and encouraging utilities to return to established billing and disconnection policies, while ensuring temporary billing assistance is available for customers financially impacted by COVID-19.

For the moment, we continue to suspend disconnections and late fees, but we encourage all customers to stay current with payments as much as possible, as unpaid balances may be harder to manage down the road.

We also appreciate the pandemic is creating financial challenges for many households. To that end, We are offering Deferred Payment Arrangements, and other financial assistance, to affected customers. Please contact us for more information about these programs, or any questions regarding your services.

MyUtilityConnect is the trusted way to receive important Alerts by mobile and desktop app, email, or phone. It’s also an easy way to manage your bills and payments. Click here to learn more and sign up today.

Our maintenance activities continue to function normally, so you may see our field staff working in your community. Please do your part to help them stay safe!

We continue to take appropriate, science-based actions to mitigate the impacts of COVID-19. We’re committed to efforts to control this pandemic and implore you do your part as well.


The decisions we're making today.

May 07, 2020
As the COVID-19 crisis evolves, we as individuals, organizations, and communities will have important decisions to make. Decisions that affect us all. 

We responded quickly to the crisis, putting the safety of our customers and employees first. We determined early on that our decisions would be guided by scientific and medical facts, and our actions would be cautious and measured. And when in doubt, we would always err on the side of safety. 

The decision to stay the course... for now.


Based on those principles, we began working remotely, adopted physical distancing schedules for our operators and took other measures to protect everyone.

Those guiding principles remain firmly in place, but we recognize and appreciate the desire to begin opening our economies. We feel it too. And, as things begin to return to normal, please understand that we’ll continue to operate remotely and take precautions to protect you and our employees.

That decision is supported by the knowledge that all our systems continue to function normally, and all necessary maintenance is being done. More importantly, we believe we’re well prepared to continue providing those essential water, wastewater, and energy services you rely on, as we work through this crisis.

The decision to stay safe.


While our services continue to function normally, our employees, like so many, are adapting to the new "not normal." For now, all our employees will continue to work remotely; they will observe physical distancing; and they’ll use the proper personal protective equipment (PPE) in field and plant work.

For customers, this means we’ll continue our policy of suspending the disconnection of services and late fees; our offices will remain closed; and our staff will continue to observe physical distancing protocols when performing meter reads and maintenance in your area. We’ll keep you informed as the situation evolves.




As Patty Potty says, “those so-called ‘flushable’ wipes might flush down, but they sure don’t flush out, honey.”



We are taking appropriate, science-based actions to mitigate the impacts of COVID-19. We're committed to this unprecedented global effort and implore you do your part as well. If you require additional information, please contact us!  Thank you!

COVID-19: An update on your water and wastewater services

Apr 09, 2020
Our employees work every day to provide our communities with safe and reliable water and wastewater services. In the face of COVID-19, that commitment has never been stronger.
 
“Our employees take great pride in providing essential utility services to our customers during these unprecedented times.”
Catherine Heigel, EVP & COO Corix Regulated Utilities
 
We’re also committed to keeping you continually informed of our efforts—and how you can help us, and your community, get through this together.
Please observe Physical Distancing
 
Our field employees continue to perform meter reads and maintenance in your area, while practicing mandatory Physical Distancing (min. 2m/6ft). If you see someone working in your neighborhood, please extend the same consideration—for everyone’s safety.
 
Billing considerations
 
We realize many customers are facing unexpected financial hardship as a result of COVID-19. As announced March 10, we have suspended late fee payments and disconnections for nonpayment.
 
In the meantime, we encourage all customers to stay as current as possible with bill payments, to avoid large balances that may be harder to manage later.
Scammers are still in business
 
A particularly ugly side of this crisis is scammers taking advantage of people when they’re most vulnerable. Please be extra vigilant for these phone, email, and online scams.
 
Disconnection Threat
Never respond to a threat to disconnect your services. Disconnections have been suspended for the time being.
 
Requested Payment
Never respond to an urgent request for payment, or purchase of a prepaid debit card. Our trusted payment options remain unchanged.
 
Personal Information
Never provide personal information to someone claiming to be from a utility company. We would never request this by email or online form.
 
And while Physical Distancing should be your primary concern when allowing anyone into your home, if one of our field employees needs access to your water meter, they will first show you their company identification.
 
If you have any doubts whatsoever about the legitimacy of a phone call, email, or service visit—STOP—hang-up, delete the email, and contact Customer Care directly to report your concerns.
 
Patty Potty says ‘this ain’t no time for nasty plumbing’
 
Keep using those sanitary wipes, but PLEASE put them in the trash, NOT down the toilet.
patty-do-not-flush-horz
Customer Care
 
Our Customer Care staff are ready by email or phone to answer any questions about your utility services. You may experience longer hold times as we help other customers, and we appreciate your patience.
 
We’re taking appropriate, science-based actions to mitigate the impacts of COVID-19.  We’re committed to this unprecedented global effort and implore you do your part as well. If you require more information, please contact Customer Care.
 
Thank you.




COVID-19 Preparedness Update

Mar 23, 2020

UPDATED 4/3

*IMPORTANT* In light of the continuing COVID-19 crisis we are extending our policy of suspending disconnections and late fees until further notice.

No customers will be denied essential water, wastewater or gas service.

********************************************************

At the Corix Group of Companies, which includes Corix Utilities Texas, the health and safety of our employees, customers, and communities is our top priority. This commitment guides our efforts to mitigate any public health or business impacts the COVID-19 outbreak may cause as we continue to provide safe and reliable water, wastewater and gas services.

Core to our COVID-19 response is the creation of a company-wide Incident Command Task Force, charged with planning and executing the recommendations, actions, and protocols below. As this is an evolving situation, please continue to refer to this webpage for updates.

COVID-19 and Water and Wastewater

We are continually monitoring and following directives from primary public health authorities – the US Centers for Disease Control and Prevention (CDC), Public Health Agency of Canada, and the World Health Organization (WHO) – for any new guidance on water and wastewater treatment protocols. These authorities have declared:

 •  A source of clean, reliable water for drinking and personal hygiene is considered a fundamental necessity in the fight against COVID-19.
 •  According the World Health Organization(WHO) there is no evidence COVID-19 is transmitted through drinking water or sewage.
 •  Water treatment and handling protocols used in North American water and wastewater plants are highly effective against biological pathogens. 

For further information about COVID-19 and drinking water and wastewater, please refer to this statement from the US Environmental Protection Agency (US EPA).

Our Water Treatment Protocols

 •  All our systems are regulated by state, provincial, and/or federal water agencies. We continually meet or exceed established regulatory requirements with regards to water treatment and testing.
 •  Most of our systems source their water from deep underground wells.
 •  We use treatment protocols (including filtration and chemicals, such as chlorine, if required) to address any pathogens present in source water before it is distributed to customers.
 •  Our systems operators and field workers follow strict protocols in their operation of water and wastewater systems. This includes the mandatory use of protective gear and clothing, which is highly effective against the transmission of water-borne pathogens.

Company-Wide Actions

Our Incident Command Task Force has mandated the following company-wide actions:

 • Suspension of Customer Disconnections and Late Fees
In recognition of the essential services we provide, we have suspended disconnection and late fees as of March 10, 2020.

 • Remote Work
Remote work has been identified as core to the company’s Social Distancing practices, and all staff able to work remotely are doing so as of March 16, 2020.

 • Customer Contact Centers
Our customer contact centers are fully operational, but longer than normal hold times may occur during the current conditions. Please bear with us as we work through all inquiries. We appreciate everyone’s patience during this rapidly evolving and unprecedented situation.

 • Office Closures
We remain fully operational and performing routine maintenance to ensure our systems are functioning normally, however, all our offices are closed until at least March 30, 2020. If you need to deliver something to one of our offices, please call/email first to arrange delivery or make alternate arrangements.

 • Facility Emergency Action Plans
We are reviewing and updating our Emergency Action Plans to ensure appropriate measures are taken to safeguard employees and customers should one of our employees test positive for COVID-19. No infections have been reported to date.

 • Critical Inventories and Spare Parts
Chemicals and critical spare parts inventories are being assessed to ensure supplies are on-hand to maintain essential business operations.

 • Staffing Continuity
Essential job functions are being identified to prepare for potential large-scale absenteeism in our workplace.

 • Business Travel
We have suspended all business travel until further notice. This suspension does not include essential operational and field activities that can be performed using recommended social distancing measures and established workplace health and safety protocols.

 • Resource Sharing with other Water Service Providers
We have been reaching out to neighboring private and public water services, to recommend system operator and field technician sharing assistance should either become subject to staffing shortages.

The Corix Group of Companies takes pride in providing the communities we serve with safe and reliable water, wastewater and gas services. We are taking the appropriate, science-based actions to mitigate the impacts the COVID-19 on our employees and customers. We are committed to the global effort to protect public health and ask that you do your part as well. Thank you.

Should you require more information regarding this notice, please reach out to us via phone at (877) 718-4396 or via e-mail at customerservice@corixtexas.com.

 

No Wipes in the Pipes!

Mar 15, 2020

Disinfectant wet wipes, paper towels and toilet paper are flying off the shelves. These products help keep us clean and reduce the spread of the COVID-19 virus. But when we remember that products like baby wipes and wet wipes are not as “flushable” as typically advertised, it’s no surprise that we’re now at a greater risk for sewer blockages in our communities.

If TP isn’t available, it’s easy to reach for an alternative – but keep in mind these wipes need to stay out of our pipes, period. Keep a bin next to the toilet for disposal! Wet wipes belong in the trash with the baby's diaper and other used hygiene products.

When “flushable” wipes enter your plumbing system, they don’t disintegrate like regular ol’ toilet paper. They often hold together better than a paper towel and they require more water to travel the distance from inside your house to the buried sewer lines outside. At some point in this journey, you’re going to get a clog! If wipes survive the trip to the wastewater plant, they just clog up the giant pumps there, creating even bigger problems.

So now that we’re never flushing our wet wipes again, are you wondering what else doesn’t belong down the drain? Read this quick list of items we’re all guilty of tossing… Now here’s to helping our pipes stay clog-free.

  1. Q-Tips and cotton balls – They will never disintegrate like TP, so don’t flush ‘em.
  2. Feminine hygiene products – Pads and tampons are meant to absorb liquids, not break down in them. They are never safe to flush.
  3. Dental floss – Floss might look harmless, but this stuff is tough. It can create a net when it’s swishing around in your pipes and wrap around parts of your septic system, even burning out the motor.
  4. Diapers – No no no no no! Diaper pails exist for a reason.
  5. Condoms – They’re designed to never break down in water. Put it in the trash.
  6. Medication – Toilet water doesn’t break down the prescription drugs you flush, meaning that whatever you’re taking will end up in the environment. Throw into the trash or return it to a pharmacy.
  7. Kitty Litter – Some cat litter brands advertise as being flushable, but don’t believe the hype. All it does is make water more difficult to purify on the other end.
  8. Cigarettes – Ciggie butts are full of chemicals! Don’t smoke them and don’t flush them.
  9. Hair – When flushed, hair acts like dental floss and creates a net that gets caught on everything. Plus, it never dissolves in water, no matter how long its there.
  10. Bleach – It’s too harsh of a chemical to use as a part of your routine cleaning, try getting toilet stains out with vinegar instead.

And of course, no fats, oils or grease, either! But more on that later.

 

Corix Utilities Texas Announces Suspension of Water Shutoffs

Mar 12, 2020

Delinquent Accounts Will Not Be Cut and Suspended Accounts Restored 


Darrin Barker, President of Corix Utilities TX, has announced that the company will be suspending water service shutoffs for delinquent payments in all its service territory effective immediately. Additionally, the company will begin reconnecting service to those customers who are currently not receiving water service due to lack of payment on delinquent accounts.

 “As a public utility, we understand our obligations to the communities we serve including the personal safety of our neighbors through personal sanitation,” said Barker. “We know a safe and reliable source of potable water is vital for hand washing, surface cleaning, and all other measures to mitigate the impact of COVID-19.”

Corix Utilities TX customers impacted by this decision will be notified as quickly as possible and reconnections will begin promptly. Barker indicated that the policy will remain in effect until at least March 30 and will be reevaluated at that time considering the prevailing COVID-19 conditions.  Customers who are behind on their bills are encouraged to bring them current or discuss their options with customer service as the suspension of shutoffs is only temporary.  

“Maintaining service to our customers is a simple decision for us as we encourage everyone to follow the guidelines recommended by the Centers for Disease Control (CDC) to protect themselves and their families,” Barker added. 


Statement Regarding PFOA/PFOS

Dec 12, 2019

At Corix Utilities Texas we are committed to providing safe, reliable and cost-effective water and wastewater services that ensure the ongoing health and safety of every community we serve. Ongoing industry-standard testing of our processes and products helps us meet that goal.

Results of the regular testing required by the U.S. Environmental Protection Agency (EPA) and state regulatory agencies are made available to customers each year in Consumer Confidence Reports found on our website. Each of our systems publish test results with comparisons to the EPA established Maximum Contaminant Level (MCL) standards. We are proud of our record of compliance with federal and state health and environmental regulations to date and intend to keep that record intact.

Two compounds that are not currently regulated by the EPA, PFOA and PFOS, compounds created in the 1930s and used widely in consumer and commercial applications (e.g., Teflon), are among a class of synthetic chemicals (known as perfluoroalkyl substances or PFAS) that accumulate over time in the environment and our bodies. Studies are ongoing regarding the potential contaminative effect of these chemicals. We are taking proactive steps to address the issues surrounding them in anticipation of new regulations at the federal and/or state level.

These steps begin with an evaluation of all systems of greatest potential impact and an immediate plan for the best way forward. This plan includes:

  • Evaluating the use of various raw water sources required to meet volume demands coupled with additional steps to understand the relative importance of each source in overall system operation;
  • Making prudent capital investments as necessary;
  • Reviewing and evaluating related operational expenses where necessary; and
  • Modifying or removing sources of raw water supply.

Developing this plan for all our systems is ongoing and complex, necessitating coordination with various local, state and federal stakeholders. While we believe the costs of any remediation actions should be borne by the polluters, we are committed to addressing the issue proactively and look forward to the EPA and state agencies issuing clear and firm guidance that allows us to target our activity.

Our goal is to maximize the use of our resources to the greatest benefit of the communities we serve in the most cost-effective manner possible while ensuring the delivery of safe and reliable service to all our customers.  

For more information visit: https://www.epa.gov/pfas