Customer Service

About Clearwater Customer Service

Clearwater Customer Service (CCS) is responsible for providing centralized customer service functions to customers of the seven (7) City of Clearwater utilities:

• Water/Sewer
• Frequently Asked Questions
• Solid Waste/Recycling
• Frequently Asked Questions
• Reclaimed Water - available in selected areas
  
• Stormwater
  
• Clearwater Gas
• Frequently Asked Questions

Clearwater Gas System provides Natural Gas and Propane (LP) gas service within the City of Clearwater, 18 other Suncoast municipalities, and unincorporated areas of Pinellas and Pasco counties. Clearwater Gas also sells a complete line of gas appliances, and has a full service department to repair gas appliances.

To Contact Clearwater Customer Service:

Hours of Operation - Clearwater Customer Service representatives are available via telephone or in person Monday through Friday, from 8:00 a.m. to 5 p.m.

Telephone - Customers may contact Clearwater Customer Service by calling (727) 562-4600. After regular business hours, an answering service is available for touch tone phone users to leave requests, which will be responded to the next business day.

In Person - Clearwater Customer Service is located on the first floor of the Municipal Services Building at 100 S. Myrtle Avenue. Services provided include utility bill payment, requests for connection/disconnection of utility services, and general information. A drive-in facility is available for utility bill payments. A night deposit box is available for after-hours payments. PLEASE DO NOT PUT CASH IN THE NIGHT DEPOSIT BOX.

Fax - Customers may fax requests to Clearwater Customer Service at (727) 562-4629.

Mail - Customers may write to Clearwater Customer Service at P.O. Box 4748, Clearwater, FL 33758-4748.

City Holidays - The Clearwater Customer Service office will be closed for business on the following days: Veterans' Day, Thanksgiving, the day after Thanksgiving, Christmas, New Year's Day, Martin Luther King Day, Presidents' Day, Memorial Day, Independence Day, and Labor Day.

Emergency Service

To report an emergency situation such as a gas leak or a water main break that occurs outside of scheduled hours, please call (727) 462-6633.

General Information

Utility accounts are billed monthly for services already rendered. Utility bills are due upon receipt, and become past due 21 days from the statement date. Accounts not paid by the past due date will be billed a late charge of $3.00 or 2% of the past due amount, whichever is greater, to a maximum of $250.

New Customer Information

The City of Clearwater requires that an applicant requesting utility service as an owner provide proof of ownership. This can be in the form of a settlement statement, deed, title, or purchase agreement.

The City of Clearwater requires that an applicant requesting utility service as a tenant provide proof of occupancy. This can be in the form of a lease, or a written letter of authorization from the owner of property if lease is not available.

Social Security Number Collection Policy

The following statement regarding the collection of social security numbers is in compliance with requirements of Florida Statutes Section 119.07 (5), adopted by the Florida Legislature October 1, 2007:  The City of Clearwater Utilities Customer Service Department collects the social security numbers of utility customers of record for the following purposes:  Classification of accounts; identification and verification; credit worthiness; billing and payments; data collection; tracking; and tax reporting.  Social security numbers are also used as a unique number identifier and may be used for search purposes.

Utility Service Requests

Clearwater Customer Service attempts to accommodate requests for service connection/disconnection during normal business hours. In order to allow efficient scheduling of resources, customers are requested to provide at least one business day notice for service connects and disconnects.

Utility Deposit Information

• In general, payment of a security deposit equal to two (2) times the average monthly bill is required at the time utility service is requested.
• The security deposit is applied against any outstanding balance when the utility account is closed.
• Interest on cash deposits is credited to accounts annually at the prevailing interest rate.
• Deposits for residential utility service may be refunded after twelve (12) months of service, provided that a good payment record has been established. A good payment record would be: no more than 2 past-due notices (penalty charges) in 12 months, no NSF (non-sufficient funds) checks, and no disconnection for non-payment of bill.
• Applicants for residential utility service may satisfy the deposit requirement by producing a letter of referral from another utility that confirms that the customer has established a good payment record. In general, such referral letters should be received prior to the date when service is requested to begin.
• Applicants for nonresidential utility service must place a cash deposit before utility service will be connected.
• Alternatives to a cash deposit for nonresidential accounts include a Surety Bond (obtained through an insurance company) and an Irrevocable Bank Letter of Credit. Such alternatives are subject to acceptance by the City of Clearwater. Detailed information regarding these alternatives is available upon request.

Any questions, comments, or concerns can be sent to Clearwater Customer Service.