Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Customer protection notice

Review the delinquency rules before your service is interrupted

A past-due balance can trigger fees or a shut-off process. Contact the provider promptly if a notice is incorrect, a payment is pending, or a household needs assistance.

Grace period

Amounts are due 20 days after the bill date; five days past the due date constitutes past-due status and triggers the late charge.

Late charges

Aurora applies a 5% late charge on the past-due amount five days after the due date. A returned-check fee is $20 under the reviewed schedule.

Shut-off timeline

Delinquent shutoff occurs when the account balance is 40 days past due. After full payment of the past-due balance, customers can request reconnection through the portal, phone, or billing office; water is scheduled to be restored by end of day.

Reconnection

The 2026 fee schedule lists $38.25 for delinquent shutoff and $38.25 to turn on after delinquent shutoff; no separate after-hours differential was exposed.

Notice and timing

How delinquency is handled

Grace period after the due date

Amounts are due 20 days after the bill date; five days past the due date constitutes past-due status and triggers the late charge.

Late-fee calculation

Aurora applies a 5% late charge on the past-due amount five days after the due date. A returned-check fee is $20 under the reviewed schedule.

Disconnection timeline

Statutory warning protocol

What notice should you expect?

The bill states the due date and past-due status; the reviewed page did not expose a complete fixed sequence of mailed, automated-call, text, and field notices before the 40-day delinquent shutoff.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

The 2026 fee schedule lists $38.25 for delinquent shutoff and $38.25 to turn on after delinquent shutoff; no separate after-hours differential was exposed.

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from Aurora Water should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

Open payment methods →Review leak relief →