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Q&A – Midlands/Columbia-Area

You are here: Home / South Carolina Customer Care / Q&A – Midlands/Columbia-Area

Frequently Asked Questions (FAQ) for customers in the Columbia area, including Palmetto and Alpine/Woodland residents.

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Customer Care

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What can I request from Customer Care?

Customer Care representatives are trained to assist you with a range of subjects, including account and billing inquiries, service order requests, or questions about your rates.

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How can I get faster service when I have a question?

We strive to respond to email and phone inquiries in a prompt manner. A prepared customer is time’s best ally. Simply follow the tips below to help speed up the process.

Tip #1: Be prepared and have the following information ready when calling or e-mailing us:

  • Account name
  • Account number
  • Verification ID (PIN)
  • Service address
  • Description of the issue

Tip #2: Avoid calling when call volume is high between 8:30 a.m. and 9:30 a.m. Customer Care is open Monday – Friday, 8:30 a.m. to 4:30 p.m. eastern time, and call volume is usually the heaviest on Mondays and at the beginning and end of the month. You may experience a shorter hold time or faster service by calling outside these times.

For even faster service, email SCMidlandsCustomerCare@swwc.com.

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How can I reach Customer Care?

By E-mail: SCMidlandsCustomerCare@swwc.com

By Phone: 803-699-2422 from 8:30 a.m. to 4:30 p.m. (Eastern Time)

By Fax: 803-699-6925

By Mail:

South Carolina Water Utilities, Inc.
1713 Woodcreek Farms Rd
Elgin, SC 29045

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Rates and Fees

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Why am I charged a $20 account setup fee?

A charge of $20.00 is used to defray cost of initiating service.

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Why am I charged a $25 certified letter notification fee?

A fee of $25.00 will be charged each customer to whom the Utility mails the notice as required by Commission Rule R.103-535.1 prior to service being disconnected. This fee assesses a portion of the clerical and mailing costs of such notices to the customers creating that cost.

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How are my rates set?

As a regulated company, we are required to charge rates that are set by the South Carolina Public Service Commission and fair to all customers. Utility rates are calculated based on the cost of operating and maintaining the water and wastewater systems, supplies and materials, as well as capital expenditures for infrastructure, such as pipelines, treatment facilities, pumping stations, storage tanks, equipment and buildings. Daily operating costs include but are not limited to; chemicals; laboratory testing; electricity; fuel; and the salaries of technicians, field operators, administrative personnel and others who help run the water utility.

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What is my rate for sewer service?

Please visit our Rates and Tariff page for more information.

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Why am I charged a late fee?

Our rates are regulated by the South Carolina Public Service Commission. A 1.5% late fee is charged automatically if your payment is not received prior to your next billing cycle.

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Customer Service

Lowcountry, Charleston, Beaufort Areas:

Phone Kiawah Island: 843-768-0641
Phone Beaufort: 877-977-7992
Phone CUC: 843-987-2727
Fax: 843-768-1816
Email: SC-customerservice@swwc.com

Hours of Operation:
Monday-Thursday 8:00 am to 5:00 pm ET.
Friday 8:00 am to 4:30 pm ET.

Midlands, Columbia Areas:

Telephone: 803-699-2422
Fax: 803-699-6925
Email: SCMidlandsCustomerCare@swwc.com

Hours of Operation:
Monday-Friday 8:30 am to 4:30 pm ET.

Emergencies

For your convenience and safety, maintenance team members are available 24 hours a day, 7 days a week to handle emergency situations. 

In the event of an emergency, please call the customer service number shown above. If calling outside of office hours, please follow the prompts for emergency notification.

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SouthWest Water Company

SouthWest Water Company provides a broad range of operations, maintenance and management services, including water production, treatment and distribution; wastewater collection and treatment; customer service; and utility infrastructure construction management. Learn More…

South Carolina Customer Care

  • Q&A - Midlands/Columbia-Area
  • Q&A – Lowcountry/Charleston/Beaufort-Area
  • Payment Options
  • Contact South Carolina Customer Service
  • How to Read Your Bill
  • Start Or Stop Service
  • Frequently Asked Questions (FAQ)
  • Rates and Tariff
  • Applications and Forms
  • Helpful Links
  • Bill Of Rights
  • Water Quality
  • Our COVID-19 (Coronavirus) Preparations
  • South Carolina Community Assistance Resources
  • Backflow Regulations
  • Builders and New Development
  • Privacy Policy
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