Billing FAQs

Billing

Frequently Asked Questions

Got questions? You’re in the right place. Below are answers to the most commonly asked billing questions. For additional billing information, including rates and current charges, see the Rates and Charges page or the Pay My Bill page.

Rate restructuring is under public review

The rates referenced in these FAQs reflect the current rate structure in effect. No change has been adopted.

The existing CSO Annual Fixed Fee is proposed to transition into a sewer base charge tied to meter size as part of the broader wastewater rate restructuring through an ordinance amendment at the same Council action that adopts the new sewer rate structure. The line item is restructured to reflect the broader operational and capital cost basis of the sewer system. The final stormwater requirement, sewer offset, and total revenue requirement will be set through the FY2028 budget. Revenue supporting CSO Long Term Control Plan obligations under the federal Consent Decree remains dedicated to that purpose.

Rate Study and Fees

Online payments are processed through AuthorityPay. Customers are directed to a secure third party site (newportri.authoritypay.com) to complete payment.

Available Features

Access your account 24/7 with the online billing portal, designed to make managing your account faster, simpler, and more convenient. With just a few clicks, you can:

Set up Auto-Pay for worry-free monthly payments
Schedule a Payment in advance
Make One-Time Guest Payments (no login needed)
View Current and Past Bills (billing history has been transferred)
Track Usage History (usage data has been transferred)
Enroll in Paperless Billing to receive bills via email
Set Up Reminders and Alerts to stay on top of due dates
Receive Email or Text Confirmations after payments

Accepted Payment Methods

All payment options are fast, secure, and available at no additional cost:

Credit / Debit Card
eCheck / ACH (from your bank account)
Digital Wallets: Google Pay, Apple Pay, PayPal, PayPal Credit, Venmo
Pay by Phone: (401) 289-8472 (automated payment system)
Pay by Text: enroll through the online portal to receive bill notifications and pay by text reply
Pay in the Online Portal

Need help getting started? View the Application Portal Set Up Guide, also available in the attachments area on the portal customer landing page.

Prefer to pay in person? Visit the Department of Utilities office. Please note: the Collections Office at City Hall no longer accepts utility payments.

Location and Hours:

70 Halsey Street

Newport, RI 02840

Monday through Friday, 8:00 AM to 4:00 PM, closed daily 12:00 PM to 1:00 PM

The office is closed daily for lunch from 12:00 PM to 1:00 PM.

Accepted In Person Payment Methods:

Credit / Debit Card
Cash
Check
Money Order

Unable to visit during business hours? Use the black After Hours Drop Box located to the left of the entrance to safely leave your payment.

Mail your check or money order directly to the Department of Utilities office. Be sure to include your account number (beginning with “B”) on the memo line.

Mail to:

City of Newport, Department of Utilities

70 Halsey Street

Newport, RI 02840

Your full billing and usage history is available 24/7 through the online billing portal, provided by AuthorityPay.

Customers are billed monthly, so you will receive 12 bills per year.

Payment is due 30 days after the bill date, which is typically on or before the last day of each month. The exact due date is shown on each bill.

Accounts become delinquent after the due date. Interest accrues at 18 percent per annum, calculated daily on the unpaid balance, until the account is paid in full.

If you are unable to pay your bill in full by the due date, contact the billing staff at 401-845-5604 as soon as possible. Payment arrangements may be available on a case-by-case basis.

If you believe a charge on your bill is incorrect, follow this process:

Contact the Billing Clerk first at 401-845-5604 or utilitybilling@NewportRI.gov. Most disputes can be resolved directly with our billing staff.
If the matter is not resolved, request a written review by the Director of Utilities. Submit your request by email to utilitybilling@NewportRI.gov (Attention: Director of Utilities) or by mail to Department of Utilities, 70 Halsey Street, Newport, RI 02840. Include your account number, the bill date, the charge in dispute, and the reason you believe it is incorrect. You will receive a written determination.
Further review depends on the type of charge. Water and sewer charges are governed by different authorities, so the next step is different for each.

Water charges. Newport Water Division rates are regulated by the State. If a mutually satisfactory settlement cannot be reached with the Department, you may submit the matter to the Rhode Island Division of Public Utilities and Carriers, 89 Jefferson Boulevard, Warwick, RI 02888, 401-780-9700.

Sewer charges (Sewer Use Charge and CSO Fixed Charge). Sewer charges are set by the Newport City Council and are not subject to State utility review. Under City Code Section 13.12.030, a customer who believes the sewer charge does not reflect their actual use of the sewer system may apply in writing to the City Manager for an adjustment. The City Manager’s decision is the final administrative step.

For information on how water rates (RIPUC) and sewer rates (City Council) are adopted, see How Rates Are Adopted.

The Newport Department of Utilities does not participate in the Low Income Household Water Assistance Program (LIHWAP).

Customers experiencing financial hardship are encouraged to contact the billing staff at 401-845-5604 as early as possible. Payment arrangements may be available on a case-by-case basis to help avoid service interruption.

Customers age 65 and older may also qualify for the Senior Water Quality Protection Charge Exemption (see “Do you provide any senior billing relief?” below).

Yes. The Department of Utilities can provide assistance in Spanish and Portuguese for billing questions. Call 401-845-5604 and request language assistance.

Service shutoff for non-payment follows residential termination rules under Rhode Island General Laws Title 39 (RIPUC). To restore service:

Pay your full account balance (online, in person, or by mail).
Call the billing staff at 401-845-5604 to schedule your water turn-on. Someone 18 or older must be home at the scheduled time.

Note: Mailed payments may take longer to process and will delay service restoration.

A final water meter reading is required as part of a real estate closing. Here is what to do:

Complete and submit the Request for Final Reading for Sale of Real Estate Form (typically done by the seller’s realtor or attorney).
Meter staff will schedule and perform the final meter reading.
Billing staff will issue a final bill to the seller, and both the buyer and seller will receive account information, including any outstanding charges.

Property owners can request a specialized bill between tenant move-ins and move-outs by submitting a Request for Tenancy Change Form. After meter staff perform a reading, billing staff will issue a specialized bill for the period requested, ensuring accurate charges between tenants.

Property owners can request seasonal termination or restoration of water service for their property by completing a Request for Seasonal Turn On/Off Form.

Property owners can update their billing address directly through the online utility billing portal for the fastest processing.

Alternatively, you may complete and submit a Change of Billing Address Form to request an update. While this option may take slightly longer to process, it ensures your account information is updated even if you prefer not to use the online portal.

Customers who are 65 years of age or older, own their property, use it as their primary residence, and do not rent it out at any time during the year may be eligible for an exemption from the state-mandated Water Quality Protection Charge under Rhode Island General Law §46-15.3-5.

To apply, you must submit a completed Water Quality Protection Surcharge Exemption Application (Senior Relief) along with a copy of your driver’s license to verify eligibility. If approved, the exemption will apply to future billings.

A sudden spike in your utility bill is often due to a water leak or an unexpected increase in usage. Even small, hidden leaks, like a running toilet or dripping faucet, can waste thousands of gallons of water each month. For example, a leak as small as a pinhole can waste up to 25,000 gallons in just one month, leading to a significantly higher bill.

Before contacting Newport Water Division, use the High Utility Bill Investigation Checklist to identify possible causes. Common culprits include:

Running or leaking toilets
Dripping faucets or outdoor spigots
Malfunctioning appliances (e.g., water heaters, dishwashers, washing machines)
Undetected leaks in pipes or plumbing

Visit the Water Meter Services page to review tips on how to check for leaks and learn how to request a Meter Test if no leaks are found and you suspect an equipment issue.

Please remember: property owners are responsible for identifying and repairing plumbing issues on their property.

Contact the meter staff by calling 401-845-5606 for assistance with temporary shut-off.

The Department of Utilities does not offer adjustments to metered water charges. However, customers may be eligible for a one-time sewer charge abatement for an accidental and unpreventable water leak attributable to a specific event that did not enter the sewer system.

To apply, complete and submit a Sewer Abatement Request Form and carefully review the eligibility criteria outlined in the included policy. Please note that this abatement is available only once every 10 years per property. Customers who do not meet the abatement policy criteria may apply to the City Manager for an adjustment under City Code Section 13.12.030, as described under “How do I dispute a charge on my bill?”

Water is essential to our daily lives for drinking, cooking, bathing, cleaning, and more. On average, each person uses 80 to 100 gallons of water per day. For a typical American household, about 30 percent of total water use happens outdoors, and more than half of that goes to watering lawns and gardens.

Using water efficiently not only protects our water resources, but it also helps: