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These FAQs relate to the payment kiosk located on the south side of Cocoa City Hall at 65 Stone Street.
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Customers may visit City Hall Monday through Friday, excluding holidays, from 8:00 AM to 12:30 PM and 2:00 PM to 4:30 PM.
Customers may contact the City of Cocoa via phone Monday through Friday, excluding holidays, from 8:00 AM to 4:30 PM.
Emails to the customer service department and faxes to (321) 433-8408 are answered during regular business hours and may take up to three business days for processing.If you do not receive an answer to your email, please contact our office via phone at (321) 433-8400.
The payment kiosk, located on the south side of the City Hall building, is a great tool for customers who may not want to wait in line to pay their bill and is available 24/7. The kiosk will provide you with a receipt for the transaction. As always, cash and check payments are free. Card payments are assessed a fee by our 3rd party payment processor. Transactions up to $300.00 are assessed a fee of $2.99. Payments over $300.00 are assessed a fee of 2.65%. The kiosk will assist you through the process and is very user friendly.
Please note: If your service address contains an apartment/unit number or is marked confidential, you must scan your bill stub or enter your account number to retrieve your account information.
A Customer Service Representative will be available (during regular business hours) to assist with the kiosk functions.
If your service has been interrupted and needs to be restored, please contact Customer Service during regular business hours and speak to a Customer Service Representative after making a payment at the kiosk. Same day restoration is not guaranteed. The account holder must contact our office and request restoration after the full account balance is paid.
Please contact Customer Service at (321) 433-8400
Yes. The drop box (now drop slot) is located on the right side of the kiosk under the speaker. We have posted signs on the front of the payment kiosk to help direct you to the drop slot. Simply lift the metal protector for the opening and slide in a standard-size envelope.
No, you can look up your account by account number or service address if you do not have your bill stub with you.
Yes, the payment kiosk will provide a printed or e-mailed receipt based on your preference.
The payment kiosk provides change in even dollar amounts in $1 and $5 increments. If the kiosk does not have adequate change to provide, any remaining amount that cannot be dispensed will be credited to your account.
No, the payment kiosk does not accept or provide coin change. All transactions are rounded to the next whole dollar.
Both the City and our 3rd party processor will be able to see current transactions completed at the payment kiosk in a pending status. If, however, you look up your account on the kiosk after you have made a payment, the pending payment will not be reflected until the transaction posts on the next business day.
In order to contract water service with the City of Cocoa, documentation of Ownership or Tenancy must be provided. Please see the Requirements to Start Service page for a detailed list of required documents. Please see below for a quick-reference guide on starting service.
Property owners who have completed the closing process on your new home:
Property owners under contract for the purchase of a new home:
Temporary water service may be provided pending the sale of a property by providing:
Beneficiaries, Trustees, Agents, and Property Managers
All requests for service must be submitted via email, in person by visiting City Hall, or you may mail in your application to: City of Cocoa, Customer Service Division, 65 Stone Street, Cocoa FL 32922. If you have not received a response within two (2) business days, please follow-up by calling customer service at (321) 433-8400 or via email at firstname.lastname@example.org.
Should you have additional questions, please contact Customer Service at (321) 433-8400.
The outstanding balance (current charges plus previous charges) must be paid in full before service shall be restored per Florida Statute Chapter 159.18 and City of Cocoa Ordinance Code. Payments can be made by phone (321-433-8400) press option 1, online www.cocoafl.org or by visiting the office Monday - Friday 8:00 AM - 12:30 PM and 2:00 PM - 4:30 PM. A non-payment processing fee will be applied to your account. Service reconnection must be requested by the account holder of record and may not be guaranteed the same day. The account holder must contact our office once full payment is made. Service reconnection outside normal business hours is prohibited.
The City of Cocoa no longer requires the account holder to pay monthly base fees associated with a service address that is considered seasonal where the water utility is not utilized, the meter can be turned off and the account can be terminated.
If you are the account holder and elect to have the water service turned off, you must complete a Termination of Service Request Form (PDF) and return the signed form to email@example.com along with a copy of your government-issued photo identification. Requests may take up to two (2) business days to process.
When you are ready to reactivate service, you may call or email the Utility Customer Service Division to make the request. A copy of your ID may be required to reactivate service. All service reactivations will be assessed the current administrative fee.
We do not offer same-day service, termination and reactivation requests may take up to two (2) business days to process.
If the account has saved Automatic Debit (ACH) information with the City of Cocoa, this will resume when your account is reactivated. Please confirm/update this information with a Customer Service Representative.
If you live outside of the city limits of Cocoa, you may be billed directly for services provided by your municipality (garbage pickup, stormwater, sewer, etc.) even if your water service is suspended.
All final balances must be paid in order to reinstate service. Accounts with a credit balance will be issued a refund check mailed to the address on file.
If you elect to keep your service in a "ready to serve" active status, you will continue to be charged monthly base fees in addition to any consumption that may register while you are away. The City of Cocoa recommends securing all outside hose bibs while you are away from your property for an extended period of time.
If you require further information please contact the Utility Customer Service Division at (321) 433-8400 or firstname.lastname@example.org.
Questions about bills and payment options.
Several different payment options are available, such as:
If a payment is not received before the due date and the next bill generates prior to the late fee assessment, the late fee will appear on the next monthly statement.
You should receive your bill approximately the same time each month. You may call Customer Service at (321) 433-8400 to inquire about your balance or log onto our website www.cocoafl.org and view your bill through our third party payment processor. Please note: Failure to receive a bill or delinquent notice will not avoid interruption of service if payment is not received.
The meter reader often uses a small hand shovel to move dirt to the side of the glass meter face to obtain a read. This dirt falls back over the meter face after reading is complete and when the lid is closed. If the meter is under water, the meter reader uses a hand pump to pump the water out of the meter box until the meter face is clearly visible.
City of Cocoa Utilities Department owns the meter and the backflow prevention assembly as well as the pipe connection to the meter from our side of the main line system. The property owner owns the piping from the outside of the backflow prevention assembly into their dwelling and is responsible for repairs and maintenance.
Irrigation is prohibited between 10a.m. and 4p.m.
During daylight savings time irrigation is limited to no more than two days per week on scheduled days.Residential irrigation at odd numbered addresses is allowed on Wednesday and Saturday.Residential irrigation at even addresses is allowed Thursday and Sunday.Nonresidential irrigation is allowed on Tuesday and Friday.During Eastern Standard Time irrigation is limited to no more than one day per week on scheduled days.Residential irrigation at odd number addresses is allowed on Saturday.Residential irrigation at even numbered addresses is allowed on Sunday.Nonresidential irrigation is allowed on Tuesday.
**This does not apply if you are using a reclaimed water system. Reclaim water may be used at anytime.
Call St Johns River Management District at 386-329-4500 for further questions or visit Floridaswater.com for additional information.
06947400 (May reading in gallons) 06936300 (April reading in gallons) 11,100 gallons used
The Customer Service Division bills water usage in increments of 1,000 gallons, always rounding down to the nearest thousand (never up). Since the actual reading was 11,100 gallons, the customer would only be billed for 11,000 gallons. The remaining 100 gallon will be billed the next billing cycle. Meter readers only record the black numbers on the white wheels. They do not record the white numbers on the black wheels which represent 100s, 10s and the sweep hand for single gallons.
Your water meter can also be used as a leak detection device. It can tell you if there is a leak and how serious it is. It can also tell you how much water various appliances are using. To see if you have any leaks, turn off all the water in your home and check your water meter. If the leak detector (small red triangle or diamond) is not moving, you do not have a serious leak. To check for very slow leaks, note the position of the sweep hand and record the numbers above. Read the meter again after 15-20 minutes. If it has not moved, you have no leaks. If it has moved, it's time to search for leaks. It is the property owner's responsibility to correct leaks as soon as possible. Use your water meter to check how much water your sprinklers, toilets, showers, and washing machines use. **If you have a radio meter call customer service for further instruction. More...
Call (321) 433-8400.
Customers inside the City of Cocoa limits, paying for residential garbage service, may receive a $1.00 discount towards garbage service. To qualify the Customer must be 65 years or older, provide I.D., and fill out the application. If disabled, the application must be filled out and signed by a physician.
PROTECTING YOUR HOME AGAINST CROSS-CONNECTIONS Without proper protection devices, something as useful as your garden hose has the potential to poison your home’s water supply. In fact, over half of the nation’s cross-connections involve unprotected garden hoses. What is a "cross-connection"? A cross-connection is a permanent or temporary piping arrangement which can allow your drinking water to be contaminated if a backflow condition occurs.
A potentially hazardous cross-connection occurs every time someone uses a garden hose sprayer to apply insecticides or herbicides to their lawn. Another cross-connection occurs when someone uses their garden hose to clear a stoppage in their sewer line. Without a backflow prevention assembly between your hose and hose bibb (spigot or outside faucet), the contents of the hose and anything it is connected to can backflow into the piping system and contaminate your drinking water. This hazardous situation can affect more than a single home. In 1977, an entire town in North Dakota had to be rationed drinking water from National Guard water trucks while the town’s water distribution system was flushed and disinfected following contamination by DDT. Investigation determined that two residents spraying DDT had made direct cross-connections to their homes. A backflow condition had occurred, sucking the DDT through the home piping systems and out into the town’s water distribution system. Backflows due to cross-connections are serious plumbing problems. They can cause sickness and even death. However, they can be avoided by the use of proper backflow prevention assemblies. Each spigot at your home should have a hose-bibb vacuum breaker installed. This is a simple, inexpensive assembly which can be purchased at any plumbing or hardware store. Installation is as easy as attaching your garden hose to a spigot. Are you unknowingly exposing your family to potentially harmful bacteria and viruses? All too often people who use a blue dye toilet tank freshener complain about “blue water” appearing at their kitchen sink. Where did this “blue water” come from? That’s Right – The Toilet Tank And, did you know that you may be exposing yourself and your family to bacteria and viruses just by flushing your toilet? Experts say that each time you flush your toilet, a little bit of sewer gas seeps into your toilet tank. To prevent the seepage of sewer gas and the germs associated with it from getting back into your drinking water, it is essential that the toilet flush valve in your toilet tank be properly air-gapped from the water contained in your toilet tank. An air gap is essential to prevent a cross-connection between your drinking water and the sewer. Air gaps eliminate cross-connections between your drinking water and the contaminated water in your toilet tank. Unfortunately, not all toilet flush valves provide this essential air gap. If a cross-connection exists, the slightest change in water pressure could allow contaminated water to backflow into your house, including your kitchen sink. To prevent this type of backflow, be sure to install a “plumbing-code approved” toilet flush valve. The air inlet on the flush valve MUST be located above the water level maintained in the tank by the float and the overflow pipe. It is important that the refill tube be attached to the over-flow pipe and properly air gapped above. Incorrect installations create cross-connections. For more information on cross-connection control and backflow prevention for your home or business, please contact the Water Field Operations Division- City of Cocoa Utilities Department 433-8890. ATTENTION PROPERTY OWNERS Effective: OCTOBER 1, 2008 The City of Cocoa Utilities Department will have a Contractor test your backflow prevention assembly each year. The cost for this will be on your monthly utility bill. Do not hire a Plumber or Contractor to test your backflow assembly. City of Cocoa Utilities Department 351 Shearer Boulevard Cocoa Florida 32922
If the particles are rubbery, oily, and smudgy in texture then they are most likely from the disintegration of rubber materials used in plumbing fixtures. The first places to look would be at your plumbing gaskets, hot water flex tube and o-rings as they can disintegrate over time and can collect in toilet tanks, tubs and around faucets. Depending on the case you will want to drain your hot water heater to remove any remnants of the rubber particles.
The city currently utilizes chloramines as a disinfectant and it is known to cause disintegration of some types of plumbing fixtures overtime. If you experience frequent disintegration of your o-rings and gaskets contact the manufacturer, or replace with plumbing fixtures that are resistant to chloramine. Be sure to take off the tubing after taking all precautionary/manufacturer suggested steps as the outside of the hose or tubing may look in tact and the inside may be disintegrating.
If the particles are small black flecks they are most likely from filters that you have hooked up to your house that uses carbon filters to remove contaminants. If you do have filters and determine that this is the cause, you should change or flush your filters per your suggested manufacturer guidelines.
If the black particles smudge when you apply pressure they are normally due to the anode in your hot water heater needing to be cleaned or replaced following manufacturer recommendations. The hot water heater will then need to be drained per manufacturer suggestion, this should be done on a yearly basis to prevent build up inside your tank.
After you have found and corrected the issue, remove and clean your aerators from your faucets, then flush the system by running cold water for 5 minutes from each of your taps it will likely resolve the issue of black particles. If the problem continues after flushing and you have determined that the source is not a rubber gasket/ tube, your hot water heater or a filter, please contact the Water Quality Assurance Laboratory at 321-433-8709.
After responding to numerous calls concerning "free water testing services" from companies who include in their company titles words like "Florida" and "utilities", Cocoa Utilities representatives are informing customers that the City of Cocoa does not represent these companies or endorse their testing methodology. The City of Cocoa meets or exceeds all testing and MCL’s set by regulatory agencies. If at any point the city does fall into violation a public notice would be sent out as required by DEP. Water treatment salespeople use many tactics, including the sludge test - exaggerating the amount of minerals in water and making it seem harmful. The color change test - using a chemical to change water color making the homeowner think the water is contaminated. And horror stories - showing news articles about toxic waste, etc. For more information see:
EPA’s secondary non-mandatory maximum contaminant limits
Primary mandatory maximum contaminant limits
Cocoa’s Annual Water Quality Report
Information Test & Results Interpretation Brevard County Health Department Ph: (321) 454-7111
No, the City of Cocoa cannot endorse or recommend any treatment devices. If you have questions on which type removes what or which may be best for you there are great websites or documents that are unbiased. For more information about point of use (POU) water filters see:
EPA Water Health Series Filtration Facts
Choosing Home Water Filters & Other Water Treatment Systems
“Bottled water is not necessarily safer than your tap water. EPA sets standards for the drinking water provided by public water systems; the Food and Drug Administration sets bottled water standards based on EPA’s tap water standards. Bottled water and tap water are both safe to drink if they meet these standards, although people with severely compromised immune systems and children may have special needs. Some bottled water is treated more than tap water, while some is treated less or not treated at all. Bottled water costs much more than tap water on a per gallon basis. Bottled water is valuable in emergency situations (such as floods and earthquakes), and high quality bottled water may be a desirable option for people with weakened immune systems. Consumers who choose to purchase bottled water should carefully read its label to understand what they are buying, whether it is a better taste, or a certain method of treatment. More information on bottled water is available from the International Bottled Water Association (IBWA), which represents most US bottlers.” Check out EPA's Is bottled water safer than tap water?
If you place the particles in distilled vinegar and the white particles begin to "bubble" within a few minutes and mostly dissolves within 24 hours, it is likely calcium carbonate. If the white particles do not bubble and does not dissolve, it is likely plastic.If you discover that it is calcium carbonate, we recommend flushing the hot water heater, which should be done annually to prevent build up as a regular maintenance program. Contact a plumber or follow your manufacturer suggestions to flush. If you discover that it is plastic, call the manufacturer of your hot water heater, or read your user manual to trouble shoot this.If you have checked the dip tube, flushed the water heater, cleaned the aerators and flushed you’re water by running it for 5 minutes on cold, and the issue still persists please contact the Water Quality Assurance Laboratory at 321-433-8709.
The white residue that you are seeing is the results of dissolved minerals found in water. Some common dissolved minerals are calcium and magnesium and they are directly related to the hardness of the water. "Soft water" is said to be soft if it has a low concentration of calcium and magnesium ions in it, as opposed to “hard water” which has a high concentration of calcium and magnesium. These dissolved minerals do not pose a risk to human health but can build up on surfaces over time and become a nuisance. Commercial products are available to remove white residue caused by minerals in water. The city uses hard water over soft water as part of its corrosion control program as soft water tends to be more corrosive and can break down the piping throughout the system. The average level of hardness for the city is roughly 115 ppm or 6.7 grains per gallon (gpg), which is classified as moderately hard to hard water. Total dissolved solids, which include hardness, does have a non-mandatory secondary maximum contaminant level (SMCL) of 500 mg/L (ppm) which is equivalent to 29.2 gpg. These secondary contaminant limits are set as voluntary limits for contaminants that are deemed to not be a health concern but are a concern for the aesthetics of the water itself (taste, color, odor etc). For more information on secondary contaminants and their SMCL please visit the EPA's Secondary Standards.
The reason that you have a hard time is due to the hardness of the water. "Soft water" is said to be soft if it has a low concentration of calcium and magnesium ions in it, as opposed to “hard water” which has a high concentration of calcium and magnesium. Our city water that you use is hard water, this causes washing your hands and bathing with soap to leave a film on the skin and can lead to dryness of the skin. Washing with hard water also makes it harder to work the soap up into lather, causing the use of additional soap and can also leave spots or a film on cars, or dishes. The city uses hard water over soft water as part of its corrosion control program as soft water tends to be more corrosive and can break down metal (cast iron, copper, galvanized steel) piping throughout the system. The usual level of hardness for the city is roughly 115 ppm or 6.7 grains per gallon (gpg). There is no maximum contaminant level set specifically for hardness as it is not deemed a health concern. Total dissolved solids, which include hardness, does have a non-mandatory secondary maximum contaminant level (SMCL) of 500 mg/L (ppm) which is equivalent to 29.2 gpg. These secondary contaminant limits are set as voluntary limits for contaminants that are deemed to not be a health concern but are a concern for the aesthetics of the water itself (taste, color, odor etc). For more information on secondary contaminants and their SMCL please visit the EPA's Secondary Standards.
Our drinking water is disinfected with chloramine to ensure protection against contaminants. The Water Quality Assurance Laboratory routinely collects and analyzes samples throughout the Cocoa's water distribution system to ensure chlorine levels are above the minimum level and below the maximum level in compliance with the Florida Department of Environmental Protection (FDEP). Sometimes customers may notice an increase in chlorine taste and odor in their drinking water. If the problem that you are experiencing is a chlorine odor, it is recommended that you flush your cold water taps for 5-10 minutes to eliminate the odor. If the problem is a chlorine taste, you could try collecting and refrigerating cold water after running your cold tap for at least two minutes or after you have ran your water for some other use. Use clean, sterile bottles or pitchers for collecting the cold tap water and refrigerate in an open container. After an hour or two, the chlorine taste and odor should disappear and the water will be conveniently cold for drinking. If a chlorine odor continues after flushing, contact the Water Quality Assurance Laboratory at 321-433-8709.
The City of Cocoa does add fluoride to the drinking water to prevent tooth decay and protect public health. The United States Environmental Protection Agency's (US EPA) maximum contaminant level (MCL) of fluoride in drinking water is set at 4.0 mg/L (ppm), a non-mandatory secondary maximum contaminant level (SMCL) is also currently set at 2.0 mg/L (ppm). The City of Cocoa prides itself on following the voluntary U.S Department of Health and Human Services (HHS) optimal level of 0.7 mg/L (ppm) for fluoridation. For more information on fluoridation, the voluntary limits, and regulated limits please visit the following EPA websites:
Fluoride Myths and Facts
Questions and Answers on Fluoride
Secondary Drinking Water Standards
Drinking Water Contaminants – Standards and Regulations
Cocoa’s current Water Quality Report
The red or pink pigmented material that you will find in any moist environment in your house is actually an airborne bacterium called Serratia Marcescens, it is not from the drinking water itself. The pink ring can develop at the water line in the toilet, around drains, in the tub/shower area, in bathroom drinking cups, and even dog bowls. The airborne bacteria thrive in moist environments, which is why it is commonly found in bathrooms. This bacterium can come from many natural places and can be greatly increased in homes where the chlorine residual has been removed due to activated carbon filters, other water treatment devices, or where the water has sat for a period of time lowering the disinfectant residual. These non-pathogenic bacteria cannot survive in chlorinated drinking water. Commercial cleansers including bleach are useful in removing the bacterium but regular cleaning will be needed to reduce the occurrence.
If you were looking for specifics on the level of an analyte found in your drinking water please view our latest Water Quality Report, which details which analytes tested for were detected and their levels. Please see EPA’s Ground Water and Drinking Water. You can call the Water Quality Laboratory at 321-433-8709, if no one is available to answer please leave a message or report a concern at Cocoa’s RequestTracker.
It’s just what it sounds like: the water is flowing in the opposite direction from its normal flow. With the direction of flow reversed due to a change in pressures, backflow can allow contaminants to enter our drinking water system through cross-connections. A potentially hazardous cross-connection occurs every time someone uses a garden hose sprayer to apply insecticides or herbicides to their lawn. Another cross-connection occurs when someone uses their garden hose to clear a stoppage in their sewer line. Without a backflow prevention assembly between your hose and hose bibb (spigot or outside faucet), the contents of the hose and anything it is connected to can backflow into the piping system and contaminate your drinking water.