FAQs

Can a customer still appeal their bill?: Yes. The customer appeal process will still be available. However, you can now look at your daily and hourly water use to investigate high water use. We are often able to help a customer establish when high use occurs and even see how long a leak has been running. To view your water usage, sign-up for the free online portal Aquahawk.

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Automated Meter Infrastructure (AMI)

1. What is AMI?: AMI stands for Automated Meter Infrastructure. It is a method of using technology to automatically read meters without spending staff time walking meter routes and accessing a meter boxes.

2. How does it work?: Our AMI system uses a small radio transmitter in the meter. That reading is sent via the transmitter to a receiver in or near your neighborhood. The readings are then sent electronically to Padre Dam’s main database.

3. How does AMI benefit customers?: AMI allows customers to see daily water use online. Usage graphs show when high use occurred and use that may indicate a change in irrigation or a leak. This system minimizes the need to access customer property to read meters.

4. Is my account information secure?: Yes. The only data transmitted is your radio number, meter number and your meter reading. Personal customer information is not transmitted.

5. Will the radio frequency interfere with my television or phones?: No, the AMI frequency is on a different frequency than your household devices and will not interfere.

6. Are there health concerns with this type of transmitter?: No, the AMI transmitter falls into the low frequency, non-ionizing electromagnetic field range. The power output is approximately 10 milliwatts, which is equal to or less than today’s cell phones.

7. How do I know my water bill is accurate?: Your water use is still measured by a water meter that works the same way your old one did. If the automated meter reading unit attached to your water meter is detached or malfunctions, your meter continues to record your water use. If Padre Dam does not receive your meter read automatically, we will read your meter manually. If you like to check your meter to confirm that your water bill is accurate, you still can. Learn how to read your water meter here.

8. Can a customer still appeal their bill?: Yes. The customer appeal process will still be available. However, you can now look at your daily and hourly water use to investigate high water use. We are often able to help a customer establish when high use occurs and even see how long a leak has been running. To view your water usage, sign-up for the free online portal Aquahawk.

9. Is there any danger from the wires if there is water in the meter box?: No. The wires are safe. However, if you are planning to read your meter manually please use caution when removing the meter lid so the wires do not become disconnected from the meter lid.

10. The read on my meter doesn't match the read on my bill.: The read on your meter will likely be more than the read on your bill because you have been using water since the time your bill was generated. If your meter appears to be showing a number less than the number generated on your bill please contact Customer Service and we can research the issue. Remember the reads on a bill are shown in hundred cubic feet.

11. How will I know that you have my meter read and not someone else's?: Each radio frequency device has a unique identification number, which is associated with each meter. The unique number is compared to your account record to ensure a match. You can also look at your meter to compare the read on your bill. For more information on how to read your meter, click here.

12. Who is responsible for finding and fixing leaks on my property?: It is the customer’s responsibility to find and fix leaks on their property. Our new system may help identify possible water leaks and warn customers prior to their bill. You can call Customer Service at 619-448-3111 to ask questions about your water use or go to www.padredam.org and click on 'My Water Use'.