Customer Information

Customer Information

Our regular business hours are 7:30 a.m. to 4:00 pm. CST, closed for lunch 11:30-12:00, Monday through Friday. Our office is closed in observance of the following holidays: New Year’s Day (January 1st), Martin Luther King Day (third Monday in January), Presidents Day (third Monday in February), Good Friday (office closes at 11:30 a.m.), Memorial Day (last Monday in May), Independence Day (July 4), Labor Day (first Monday in September), Columbus Day, Veterans Day, Thanksgiving Day and the day after (fourth Thursday and Friday in November), Christmas Eve (December 24th) and Christmas Day (December 25th). We have a service person on call for emergencies that may occur outside of our normal hours of operation. If you require emergency assistance please call 270-646-7476 (local) or 800-599-7476 (toll free).

New customers requesting service must come to our office located at 508 S Dixie Hwy ~ Cave City and complete a New Customer Application which requires a photo I.D. and proof of residency (i.e. copy of lease, etc.). Persons requesting new service for rental property must pay a refundable deposit of $50.00 for water and $50.00 for sewer in addition to providing the name and telephone of the landlord or lease holder. Persons requesting new service for personally owned property must pay a refundable deposit of $50.00 for water. Deposits are refunded once the final bill following service termination is paid in full.

Customers are billed for products and service that have been rendered during the previous month. It is because of this that prompt payment is required upon receiving your bill. Bills are mailed to customers on or around the same date each month depending on the billing cycle for your area. Once you have received your first bill, you can expect to receive a bill on or around the same date of each month thereafter. Each bill contains information such as your name, address, account number, monthly water usage, due date, amount due, penalty date, amount due after the due date, state and local use taxes (where applicable) and our remit to address. We bill for and accept payment of garbage collection fees for the communities of Cave City and Park City as a courtesy to our customers and local waste removal providers. Outside of billing and collection administration we have no authority with regards to garbage collection schedules, fee schedules, waste container delivery and pick-up, etc. We will notify the agency responsible for your garbage collection once new service is established. All questions, comments or concerns regarding your garbage collection should be directed to your waste removal provider.

  • Cave City Residents: Cave City Waste Removal – 270-773-2188
  • Hart County Residents – Hart County Solid Waste – 270-524-3323
  • Park City Residents – Mid-State Waste – 270-651-2599

Customers may request that service be terminated by calling 270-773-2887 or by coming into our office located at 508 S Dixie Hwy ~ Cave City during regular business hours. Service may also be involuntarily terminated if full payment of the balance due is not received on or before the cut-off date noted on your statement. If your service is disconnected due to non-payment, payment in-full to include all service fees, penalties and re-connect fees must be received in our office before service can be re-established. Re-connect fees are $50.00 if service is restored during regular business hours or $75.00 for service that is restored outside of our normal business hours. Meters are the property of CEA, Inc. If a lock is put on your meter it MUST be removed by a CEA, Inc. service technician. Anyone who knowingly tampers with a CEA, Inc. owned meter is subject to have his or her meter removed completely enabling the use of water at that location in addition to be liable for all costs incurred as a result of repairing or replacing damaged equipment.

Customer Responsibilities

1. Purpose

Caveland Environmental Authority ("CEA") strives to provide to all of its customers a means for the resolution of delinquent water and/or wastewater accounts. CEA currently has a policy in effect that provides that if at any time a residential customer of water and/or wastewater services provided by CEA shall become delinquent on his or her respective water services and/or wastewater account, the CEO of the Corporation has the authority, in his discretion, to enter into an agreement with said customer authorizing said customer to make late and/or partial payments, prior to disconnecting said customer's services. However, not all account issues are capable of being resolved, and CEA wishes to provide a consistent, fair, and equitable policy providing guidelines and procedures for the disconnection of water and/or wastewater sewer services of its customers following the non-payment of applicable charges, in the even CEA's effots to work with a particular customer is unsuccessful.

Accordingly, CEA adopts the following water and/or wastewater disconnection policies.

2. Applicability

These policies shall apply to any overdue account as follows:

a) Any account with an outstanding balance of no less than one billing cycle;

b) Any account that has failed to abide by the terms of any agreement entered into with CEA for the resolution of past due charges or outstanding balances; or

c) Any account that is in arrears for whatever reason, including non-sufficient funds on a check and/or automatic bank withdrawal from or on behalf of customer.

3. Policies and Procedures

Delinquencies

Any bill not paid by the due date indicated on the monthly statement will be considered in arrears and will be assessed a late penalty of ten percent (10%), which shall be assessed to the account the day following the due date. Each bill will also provide a "cut-off date." A customer will have additional time to pay the account from the date of applied penalty to the cut-off date indicated on the monthly statement, but should a bill not be paid by the indicated cut-off date, the account will be considered delinquent and subject to cut-off status.

Payment Arrangements

Payment arrangements are available for customers who may be experiencing financial difficulties; provided, however, payment arrangements must be requested prior to the cut-off date indicated on the monthly statement. Payment extensions cannot extend past the next billing cycle due date and must be paid by any agreed upon arrangements/extension date. The courtesy of payment arrangement/extension will be granted to customers on an as-needed basis, in the discretion of CEA, and so long as the arrangement is honored by the customer. Failure to honor any payment arrangement may result in the immediate disconnection of services and may preclude the customer from the benefit and the courtesy of a future arrangement/extension being granted.

Cut-Off Status

When a customer's account reaches cut-off status and appears on the monthly-generated cut-off report, the following procedure will be following:

a) Service technicians will leave a courtesy tag at the customer's residence or place of business for a first and second time that the customer's account appears on the report. The courtesy tag will provide the amount of the bill due plus and additional trip charge of $25.00. If the customer has not requested a payment arrangement/extension, the customer will then have until the end of the next business day to pay the amount due. If the amount is not paid, disconnection of services may immediately occur. Once services are disconnected, the customer will then be responsible for paying any past due amount, including any trip charges assessed, plus a $50.00 reconnection fee before reconnection can occur.

b) Any customer's account that appears on the monthly-generated cut-off report three or more consecutive times shall result in an immediate disconnection of services. Service technicians will leave a notification tag that services have been disconnected, along with the amount of bill due plus the $50.00 reconnection fee before reconnection can occur. Reconnection of services for any customer after normal business hours will incur a $75.00 reconnection fee.

Download a copy of this policy here.

Payment arrangements are available for customers who may be experiencing financial difficulties; provided, however, payment arrangements must be requested prior to the cut-off date indicated on the monthly statement. Payment extensions cannot extend past the next billing cycle due date and must be paid by any agreed upon arrangement/extension date. The courtesy of payment arrangement/extension will be granted to customers on an as-needed basis, in the discretion of CEA, and so long as the arrangement is honored by the customer. Failure to honor any payment arrangement may result in the immediate disconnection of services and may preclude the customer from the benefit and the courtesy of a future arrangement/extension being granted.

A once per calendar year billing adjustments may be requested by contacting our office at 270-773-2887 if the customer has experienced excessive usage outside of his or her normal range due to leaks, bathroom fixture malfunctions, pipe breakage, etc. Proof must be provided from a licensed plumber indicating that a failure has occurred and that repairs have or are being made. Bill adjustments are at the sole discretion of CEA, Inc. and must be approved by the CEO. CEA, Inc. is ONLY responsible for maintaining meters and the water and wastewater equipment beginning at tap location and extending outward towards the main line(s) directed away from a customer’s privately owned lot. It is the customer’s responsibility to contact a licensed plumber to investigate and correct any other issues that may be related to the plumbing and fixtures located on his or her property.

CEA, Inc. meters are read electronically. A CEA, Inc. vehicle drives the meter route and obtains the reading without visiting the meter boxes. This technology allows for more accuracy and safety during the process of recording your usage. If excessive usage is noticed at the time the data is collected, a service technician will be dispatched to your home or business to troubleshoot and/or service the meter. If it is necessary to shut-off the water to avoid any further excessive usage or damage you will be notified if CEA, Inc. has a current, active telephone number on file for your account. Meters are the property of CEA, Inc. If a lock is put on your meter it MUST be removed by a CEA, Inc. service technician. Anyone who knowingly tampers with a CEA, Inc. owned meter is subject to have his or her meter removed completely enabling the use of water at that location.

If you or someone appointed by you, are planning to dig anywhere on your property, you are required by law to notify the proper authorities at least two business days prior to beginning work. This precaution allows the agency to locate and mark all lines in an effort to prevent the damage and service loss of underground utilities. CEA customers must call our office at 270-773-2887. Anyone who fails to request a line locate prior to digging may be responsible for all costs incurred should lines be damaged and require repair as a result of digging. 

Faqs

Yes, all new service requests must be made in person at the office. An application for service must be completed, a state or federal issued picture identification is required, and if renting, a copy of your lease is also required.
Yes, there is a $50 Water Deposit required for homeowners and a $100 Water/Sewer Deposit required for renters.
Yes, deposits are transferable if service is immediately disconnected from the prior residence and connected at the new residence provided the service remains under the same individual as listed on the application. If an occupant wishes to leave service connected at a prior residence while connecting service a new residence then an additional deposit for the new service is required. If an occupant is moving outside of the service are, deposits are refundable only after the final bill and all other applicable fees have been paid. A forwarding address is required to receive a deposit refund. Deposits may only be refunded to the individual who originally applied for service unless the individual is deceased at which case deposits are refundable to the individual’s estate or beneficiary as applicable by law. Deposits are NOT transferable from one individual to another.
Bills are mailed depending on the cycle for your area of service. Please select the name of your service area in the Understanding Your Bill section of this site.
Payment is due depending on the cycle for your area of service. Please select the name of your service area in the Understanding Your Bill section of this site.
Yes, there is a 10% penalty added to all service charges after the due date.
Service will be reinstated after the reconnect fee, complete bill and applicable penalties have been paid in full.
The reconnect fee is $50.00 during business hours and $75.00 after business hours.
Yes, there is a $25.00 fee as well as applicable penalties if restitution is not made on the returned check prior to the original due date.
CEA provides several payment options and opportunities. 1. Pay by cash, check, money order, or debit/credit card at the office during our regular business hours of 7:30 am – 4:00 pm CST or after hours using our drop box located to the left of our office front doors. 2. Mail payments to P.O. Box 426 ~ Cave City, KY 42127. 3. Calling our office at (270) 773-2887 to pay with debit or credit card. 4. Pay online on our website by creating an account by clicking here. You will also be able to view your billing and usage history from your account. 5. Automatic bank draft is available by signing up at our office.