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For 24-hour customer support or emergency, please call:

1-877-DEL-ORO-H2O
(1-877-335-6764)

For Billing or Service Inquiries:
1-530-717-2500

Camp Fire Information


TO REQUEST RECONNECTION OF SERVICE AT A BURNED LOT, PLEASE USE THE NEW SERVICE REQUEST FORM. NEW CONNECTIONS ON BURNED LOTS WILL REQUIRE BENZENE TESTING BEFORE RECONNECTION IS ALLOWED.
Please click on the "Restoration of Service" tab below for more information.

To contact a Customer Service Representative,
please dial 530-717-2500

Para hablar con un Represente de Servicio al Cliente,
por favor marque 530-717-2500

The Camp Fire in Butte County on November 8, 2018 destroyed over 11,000 structures in the Paradise
area and caused significant damage in Del Oro’s Paradise Pines, Magalia, Lime Saddle and Buzztail Districts. 
 
This catastrophic event destroyed 38% of Del Oro's Paradise Pines District; 50% of the Lime Saddle District; 89% of the Magalia District, and 34% of the Buzztail District. Overall, the Camp Fire reduced Del Oro's total statewide customer base by 26%. Despite losing a signification portion of our customers’ homes and businesses, DEL ORO IS COMMITTED TO STAYING 100% OPERATIONAL as our Butte County hub supports 100% of Del Oro’s customers throughout California.
 
While Del Oro's Buzztail district was impacted by the Camp Fire, the district's water system never lost pressure. Therefore, the extensive testing being done in the Paradise Pines, Lime Saddle, and Magalia districts is not necessary in Buzztail.
 
Located in "Sampling Maps" below are the maps indicating sampling locations in the three districts required.
 
The sample locations correspond to the Sampling Worksheets (also available below).  
 
Descriptions:
Phase One – Collected at services of burnouts with 48-hour soak time
(Answers the question: Are the service lines associated with burnouts contaminated?)
Phase One – Collected at services of burnouts after 2 minute flush
(Answers the question: Are the main lines located in burnout areas contaminated?)
Occupied Homes – Collected at certain occupied homes in areas of burnouts 
(Answers the question: Is there on-going contamination present at a representative sample of occupied homes?)
Occupied RV’s- Collected at the riser providing water to occupied RVs on burned lots
(Answers the question: Is there on-going contamination present at any occupied and connected RVs located at burnouts?)
 
Located in "Sampling Results" below are worksheets which will be updated with sample results as soon as Del Oro receives them.   
 
Advice Letters filed by Del Oro as a result of the Camp Fire can be found below as well.
 
 

 

Below is the map showing sampling locations in the Paradise Pines District. For a printable PDF of the map, please click on "Sampling Maps" below. Sample results are posted as available.

Below is the map showing sampling locations in the Lime Saddle District. For a printable PDF of the map, please click on "Sampling Maps" below. Sample results are posted as available.

Below is the map showing sampling locations in the Magalia District. For a printable PDF of the map, please click on "Sampling Maps" below. Sample results are posted as available.

FREQUENTLY ASKED QUESTIONS REGARDING THE PROPOSED CATASTROPHIC WILDFIRE SURCHARGE

Most of us have heard of the Camp Fire, but did you know it was the deadliest U.S. fire in a century and the 6th deadliest ever in the U.S.? This fire was also the worst in California history; destroying 18,793 structures, burning 153,336 acres, and resulted in losing 85 lives. No one was prepared for this catastrophic loss.

Now to the questions and answers that we hope will help you understand the wildfire surcharge that we are proposing for our statewide operations to continue uninterrupted.
 
1. Why should I have to pay for something that doesn’t affect me since I don’t live in those areas?
 
First, a part of your current bill already has shared statewide expenses which is a less expensive way to have employees with 20 to 30 years of experience available when needed. Some employees at the corporate office answer calls 24/7; others perform all the accounting and billing functions; and field technicians are available from our Butte County hub to respond to your local technicians anywhere from Humboldt County to Bakersfield. Separately providing these services would be extremely expensive, and would be reflected in your water bill.
 
2. About your reserves - why do you have them, what are they for, and how much is available for the four districts at this time?
 
We have always tried to build and maintain adequate reserves for small projects in your district, and for equipment failure emergency repairs and replacements. They were never designed to cover a catastrophic loss in the millions but are a best business practice like a savings account to be used sparingly. The four devastated communities have approximately $400,000 between them which will help for several months at best.
 
3. I can’t afford it! I already have to pay my bill before I get my check at the first of the month and I’m constantly getting late fees and now an additional fee?
 
Our bills are mailed to the districts at various times throughout the month, and we recognize that for some customers the timing does not work with when they get paid. So immediately, we are extending the time for you to pay your bill by an extra 7 days. We are always available to discuss your bill and arrange a payment plan if necessary.
 
4. Will the wildfire surcharge go longer than a year?
 
The PUC will be auditing the amount we receive after 12 months to determine if any insurance proceeds, lawsuit monies, or company savings would offset the surcharge to reduce or eliminate it. The funds are tracked separately from all other charges on your bill. We have already reduced spending on special projects and have frozen two positions for 2019 for a savings of over $400,000. These cost-cutting measures ultimately hamper our ability to serve you and delay improvements to your district, which we address annually. We took these measures to remain 100% operational, and this surcharge will help us continue to provide the best service possible.
 
5. What happens if I decide not to pay the fee?
 
Your bill has several line items and this would be an additional amount showing separately on your bill. All line items need to be paid as part of your bill for service to continue and all are considered in your delinquent balance should you choose not to pay.

 

Requirements to Restore Service to Lots in the Camp Fire Burn Area
 
Customers who would like to restore service to a lot burned in the Camp Fire need to be aware that Benzene testing is required before service will be restored. Please call Del Oro at (530) 717-2500 or use Del Oro's New Service Request Form to request reconnection. Please contact Del Oro at least three (3) weeks before reconnection of service is needed to allow for testing to be completed.
 
Del Oro personnel will conduct testing at the location's service line (before the meter), and will shut off service to ensure the required stagnation (non-use) time is met before sampling. After a period of 48-72 hours, Del Oro personnel will conduct sampling at the service line to test for Benzene. The sample will be sent to an independent lab, which will provide results in seven (7) days. 
 
After samples are taken, the water will be available for limited use. However, customers should be aware that until the test results show that Benzene is under the State's maximum contaminant level (MCL) of 1.0 parts per billion (ppb), the water will be considered non-potable (NOT safe to drink). 
 
If results indicate that Benzene is greater than 1.5 ppb, Del Oro will conduct another stagnation test (period of non-use following by sampling). If additional testing shows that Benzene remains over 1.5 ppb, Del Oro will continue testing or replace its service line.
 
Customers will be notified of the results by Del Oro personnel in person, via door tag, by phone, or by mail as necessary. Customers will be notified of results, whether or not in compliance with the MCL, and will be advised at that time of any further testing needed. Results will be added to Del Oro's "Sample Phase One 48-Hour Soak" results spreadsheet (available below).
 
The service line from the meter to the structure served is the responsibilty of the customer. Customers who would like their service lines tested to standing structures are advised to contact Del Oro, which will facilitate testing to be conducted at the customer's expense.
 
 
 
While results are pending:
 
-Customers MAY use the water for purposes other than drinking, such as:
  • cleaning property
  • short, cool showers
  • construction needs
  • laundry (cold water)
  • other uses NOT involving consumption of water 
-Customers MAY NOT:
  • DRINK THE WATER
  • make ice from the water
  • brush teeth with the water
  • prepare food with the water
  • allow pets or livestock to consume the water
  • take baths or long, hot showers
  • fill hot tubs or swimming pools

 

 

 
 
 
 
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