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Delinquency research · dataset 2026.08

Shut-off and delinquency information for Citizens Energy Group – Citizens Water and CWA Authority, Inc. (Indianapolis Water and Wastewater)

Only provider-specific public findings are stated as policy. A missing field is not replaced with a rule borrowed from another utility.

Provider-specific findings

Delinquency research for this provider

The notes below may document a rule or explain a specific public-information limit. Any active notice and direct provider confirmation remain controlling.

Grace period
17 days after the bill is mailed or issued, according to the Citizens water and CWA wastewater tariff appendices. A bill remaining unpaid beyond that period is considered delinquent and subject to the late-payment charge.
Late-fee rules
The published Citizens/CWA tariff formula is 10% of the first $3.00 of water or wastewater service charges plus 3% of the amount above $3.00 after the 17-day period. A delinquent-account collection visit can add a $14 trip charge. Returned-check charges are listed in the applicable tariff appendices; the current legacy Citizens water appendix shows $11 per returned check, while the customer-facing payment pages direct customers to current account-specific terms.
Shut-off timeline
After the bill is delinquent beyond 17 days, Citizens/CWA terms require at least 14 days' prior written notice to a residential customer by mail or personal delivery before nonpayment disconnection. Disconnection for nonpayment is scheduled between 8 a.m. and 3 p.m. on a day the office or call center is open, and before noon on the day immediately preceding a closure day. A customer can avoid or challenge disconnection by paying undisputed charges, arranging a written payment plan, or using the state winter-assistance protections. After the cause is corrected, arrears and any required deposit/reconnection charge are paid, and a responsible adult is present with water outlets closed, Citizens' tariff terms require reconnection as soon as reasonably possible and no later than one working day after the request.
Warning and notice protocol
The Citizens water and wastewater terms require a written residential notice at least 14 days before a nonpayment disconnection, delivered by mail to the service address or personally delivered. Customers also receive or may enable My Account digital alerts for disconnect notices, pending service orders, new bills, due dates, posted payments, and missed payments. Indiana's Energy Assistance Program application can protect eligible applicants from winter utility shutoff during the December 1–March 15 moratorium when proof of application or approval is submitted to Citizens. Citizens warns customers not to trust immediate payment demands by phone, text, or at the door.
Reconnection costs
Citizens' published water tariff lists a $25 water reconnection charge after service is discontinued, while the current CWA Authority wastewater Appendix A lists a $44 wastewater reconnection charge per meter/customer, in addition to arrears and other required conditions. No separate after-hours fee is published. The water terms require reconnection within one working day after all conditions are satisfied; the current customer-service/emergency number is 317-924-3311.

Documentation context

5 of 5 fields found

This is a record-completeness measure, not a customer-protection grade.

Indiana

32%

records with any shut-off detail

National

34%

records with any shut-off detail

See the nationwide customer-protection analysis →

Research record

Broad public detail found

5 of 5 fields in this section contain provider-specific public detail in dataset August 1, 2026.

Documented

100%

Primary verification routes

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