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

15 days after the designated due date before the 10% delinquent-bill penalty applies.

Late charges

Bills not paid within 15 days following the designated due date receive a 10% penalty. The account may also accrue posted-site, termination, restoration, occupancy-change, returned-payment, and other Schedule A charges. One Special Payment Agreement may be available under the rules for a delinquent consumer, subject to Authority conditions.

Shut-off timeline

After due notice, North Penn may refuse continued service when bills have been delinquent for more than 45 days. Restoration requires the delinquent balance and current termination/restoration charges; the 2026 rules also permit liens against the served property for unpaid rentals and fees.

Reconnection

The 2026 Schedule A lists a $57 turn-on fee from 8 a.m.-4:30 p.m. Monday-Friday; $108 from 4:30-7 p.m. Monday-Friday and 8 a.m.-7 p.m. on weekends/holidays; and $153 after 7 p.m. only for a medical emergency. Related fees include a $10 shutoff tag, $28 site visit, and $50 returned-payment fee.

Notice and timing

How delinquency is handled

Grace period after the due date

15 days after the designated due date before the 10% delinquent-bill penalty applies.

Late-fee calculation

Disconnection timeline

Statutory warning protocol

What notice should you expect?

The rules authorize shutoff only after due notice and state that service can be refused after more than 45 days of delinquency. They do not prescribe a public color-coded mailer, automated-call sequence, text keyword, or door-hanger schedule. Bills and Authority notices should be treated as the controlling warnings, and customers should contact 215-855-3617 immediately when a balance is disputed.

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

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 North Penn Water Authority 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.

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