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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 Phase One sampling locations in the three districts required.
 
The sample locations correspond to the Phase One Sampling Worksheets (also available below).  
 
Descriptions of Sampling Categories:
Phase II – Collected at 10% of occupied homes in areas of burnouts, selected randomly 
(Please CLICK HERE for the Phase II Sampling and Recovery Plan submitted to the Division of Drinking Water on May 15, 2019)
Phase I – Collected at services of burnouts with 48-hour soak time
(Answers the question: Are the service lines associated with burnouts contaminated?)
Phase I – 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.
 
Please CLICK HERE for information published 6/14/2019 by the State Water Resources Control Board, Division of Drinking Water regarding water quality in buildings located in areas damaged by wildfire.
 
 

Below is the map showing Phase I 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 Phase I 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 Phase I 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

 

Please CLICK HERE for information published 6/14/2019 by the State Water Resources Control Board, Division of Drinking Water regarding water quality in buildings located in areas damaged by wildfire.

 

6/18/2019 - 11:30am

FACTS ABOUT WATER QUALITY IN DEL ORO WATER COMPANY’S CAMP FIRE-AFFECTED DISTRICTS
 
At Del Oro Water Company, we consider the safety of our customers to be of utmost importance. With this in mind, we have consistently followed the protocols given by the State Water Resources Control Board, Division of Drinking Water – Redding (DDW) as we work through the recovery after the Camp Fire. Customers who have requested testing, or potential customers for whose services testing has been required, have been informed by Del Oro office and field personnel of procedures, timeframes, and results as available. 
 
As they become available to Del Oro, all test results may be found on this Camp Fire Information webpage. Scroll to the bottom, and click on "Sampling Results."
 
Following is a summary of Benzene and other volatile organic chemical (VOC) results received through this posting (for sampling performed since March 11, 2019 in the unified Phase I Testing):
 
In the Paradise Pines, Lime Saddle, and Magalia Districts:
 
  • Empty Lots: 77 different empty lots or sampling stations in the burn area have been tested, with six requiring retests due to exceedance of the Maximum Contaminant Level (MCL) of 1.0 part per billion (ppb) for Benzene. Upon retest, Benzene results for three of those lots were under the MCL or non-detect (ND); therefore, the water service for those lots was declared potable (drinkable). Results for the remaining three are outstanding.

 

  • Standing Structures: 31 different standing structures (homes, schools, or businesses) in the burn area have been tested, including seven at customer request. NONE of these structures exceeded the MCL of 1.0 ppb for Benzene; therefore, NONE required retesting. 

 

  • Recreational Vehicles: 22 different RVs occupying empty (burned) lots in the burn area have been tested, with one requiring a retest due to exceedance of the MCL of 1.0 ppb for Benzene. Upon retest, the Benzene result for that RV was ND; therefore, the water service for that RV was declared potable (drinkable).

 

  • Other VOCs: In addition to Benzene, the DDW also tested for numerous other VOCs with the sampling completed March 11, 2019. A total of 45 locations were tested for 20 additional VOCs. Those results were all under the Reporting Limit of 0.5 ppb. 

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6/14/2019 - 4:30pm 

SWRCB-DDW ISSUES PLUMBING GUIDANCE ISSUED FOR BUILDINGS IN AREAS DAMAGED BY WILDFIRE

The State Water Resources Control Board, Division of Drinking Water has posted "Information to Water Customers Regarding Water Quality in Buildings Located in Areas Damaged by Wildfire." This document gives information regarding benzene contamination, and outlines steps customers can take to flush their lines and test for benzene.

Please CLICK HERE to view that document on the SWRCB's website. Links to this document are also located on our Camp Fire Information Page on the Home and Restoration of Service tabs.

PHASE II SAMPLING AND RECOVERY PLAN SET TO BEGIN

Please visit our Camp Fire Information webpage to see more information on Del Oro's Phase II Sampling and Recovery Plan submitted to the Division of Drinking Water (DDW) on May 15, 2019.

 
You can find that by going to Water Information, and choosing Camp Fire, or by clicking here:  http://www.delorowater.com/deloro/water-information/camp-fire.html Scroll to the Descriptions of Sampling Categories, where the Phase II information is in red text
 
 

Del Oro Phase II Sampling and Recovery Plan (PDF)

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5/22/2019 - 4:45pm 

CAMP FIRE INFORMATION WEBPAGE UPDATED WITH APPROVED PHASE II SAMPLING AND RECOVERY PLAN

Please visit our Camp Fire Information webpage to see more information on Del Oro's Phase II Sampling and Recovery Plan submitted to the Division of Drinking Water (DDW) on May 15, 2019.
 
You can find that by going to Water Information, and choosing Camp Fire, or by clicking here:  http://www.delorowater.com/deloro/water-information/camp-fire.html Scroll to the Descriptions of Sampling Categories, where the Phase II information is in red text
 
 

Del Oro Phase II Sampling and Recovery Plan (PDF)

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5/1/2019 - 4:45pm 

Purdue University is conducting a survey of residents in the Camp Fire area as part of a research study to better understand the experiences and needs of those affected by the fire. The survey is open from 5/1/2019 to 5/15/2019. 

 
If you would like to participate, please CLICK HERE. (You will be taken to a website not affiliated with Del Oro Water Company.)
 
For more information on plumbing safety, the survey, and the research study, please go to Purdue's Center for Plumbing Safety

 

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4/15/2019 - 2:30pm 

PRESS RELEASE BY THE STATE WATER RESOURCES CONTROL BOARD

The State Water Resources Control Board (SWRCB) issued a press release today updating its March 5, 2019 ADVISORY regarding benzene and other volatile organic compounds (VOCs) to a DISCLOSURE. 
 
Del Oro Water Company would like to reassure customers that, as previously stated, so far MOST test results for benzene have come back "non-detect" or under the reporting standard. Additional testing at any locations exceeding the maximum contaminant level has indicated "non-detect" or under the reporting standard. 
 
 

PLEASE CLICK HERE TO VIEW THE SWRCB'S PRESS RELEASE DATED 4/10/2019.

 

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4/3/2019 - 3:20pm 

CAMP FIRE INFORMATION WEBPAGE UPDATED WITH REQUIREMENTS TO RESTORE SERVICE IN BURNED AREAS

Please go to our new Camp Fire Information webpage to see more information on testing required to restore water service to a lot in the Camp Fire burn area.
 
You can find that by going to Water Information, choosing Camp Fire, and clicking on the Restoration of Service tab. Or click here: http://www.delorowater.com/deloro/water-information/camp-fire.html and click on the Restoration of Service tab.

 

 

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3/22/2019 - 3:50Pm 

CAMP FIRE INFORMATION WEBPAGE FEATURING LAB RESULTS AS AVAILABLE

Please go to our new Camp Fire Information webpage to view post-Camp Fire sampling locations, test results as they become available, advice letters as applicable to the Camp Fire, and frequently asked questions regarding the proposed surcharge.
 
You can find that by going to Water Information, and choosing Camp Fire, or by clicking here: http://www.delorowater.com/deloro/water-information/camp-fire.html

 

 

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3/12/2019 - 10:15am 

LIME SADDLE JANUARY LAB TEST RESULTS

The following link contains January 2019 lab test results for Del Oro's Lime Saddle District's raw and treated water. In summary, all reults are non-detect or below the Maximum Contaminant Levels established by California regulations. 
 
 

Please click here to view Lime Saddle lab results for January 2019.

 

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3/5/2019 - 2:40pm 

PRESS RELEASE BY THE STATE WATER RESOURCES CONTROL BOARD

The State Water Resources Control Board (SWRCB) issued a press release today updating its January 11, 2019 Advisory regarding benzene and other volatile organic compounds (VOCs). 
 
Del Oro Water Company would like to reassure customers that, as previously stated, so far MOST test results for benzene have come back "non-detect" or under the reporting standard. Additional testing at any locations exceeding the maximum contaminant level has indicated "non-detect" or under the reporting standard. 
 
 

PLEASE CLICK HERE TO VIEW THE SWRCB'S PRESS RELEASE DATED 3/5/2019.

 

 

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2/20/2019 - 9:20am 

BENZENE RESULTS UPDATED

 
Two hydrants tested in the Paradise Pines District on 12/5/2018 had detectable benzene (still under the MCL). Follow-up testing on 1/15/2019 indicated that one hydrant was ND, while the other exceeded the MCL at 2.93 ppb. Additional testing conducted at that hydrant on 1/31/2019 indicates that benzene was under the reportable level of 0.5 ppb.
 
 

Please click here for a summary of the results as of 2/20/2019 (PDF format).

 

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2/19/2019 - 12:00pm 

BENZENE RESULTS RECEIVED TO DATE

 
Since the Camp Fire, Del Oro has been conducting testing for contaminants, including benzene, in the transmission and distribution systems, and at customers' private plumbing systems. The State has set the Maximum Contaminant Level (MCL) for benzene at 1 microgram per liter (ug/L) which is approximately 1 part per billion (ppb). Benzene contamination has been identified as a problem following fires when the water system loses pressure, causing it to draw particles from burned properties' plastic pipes into the water system. The water system in the Buzztail District never lost pressure; therefore, testing for benzene was not necessary.
 
The following test results indicate that MOST locations tested in the Paradise Pines (PP), Lime Saddle (LS), and Magalia (MG) Districts have been non-detect (ND) for benzene.  
 
However, two hydrants tested in PP on 12/5/2018 had detectable benzene (still under the MCL). Follow-up testing on 1/15/2019 indicated that one hydrant was ND, while the other exceeded the MCL at 2.93 ppb. We are awaiting results for additional testing conducted at that hydrant on 1/31/2019.
 
One home in LS indicated 8.1 ppb on 12/5/2018, but follow-up testing on 12/19/2018 indicated ND.
 
All locations tested in MG on 12/5/2018 and 1/10/2019 were ND.
 

Please click here for a summary of the results as of 2/15/2019 (PDF format).

 

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1/16/2019 - 9:35am 

REPORT ODORS RELATING TO THE CAMP FIRE

 
Any odors that you believe could be related to the Camp Fire, such as plastic or fuel odors, should be directed to the Division of Drinking Water at 530-224-4873.  This phone number will receive messages that will be checked at least twice daily during normal business hours.  Messages will be forwarded to Del Oro Water Company as soon as possible for follow up action.  Before reporting an odor, please make sure all of your water lines have been thoroughly flushed for at least 5 minutes.
 
In addition to leaving a message for the Division of Drinking Water, you may bypass the Del Oro phone wait times and go online to Contact Us and fill out the electronic form which is then sent directly to our Call Center.
 
 
CALL CENTER WAIT TIMES FOLLOWING CAMP FIRE
 
Due to the Camp Fire, Del Oro Call Center agents are experiencing longer call times in order to thoroughly answer customer questions. This level of customer service has led to longer wait times up to 20 minutes.  Be assured that Del Oro Call Center agents will get to all callers, and will take as much time as necessary to address your concerns.

 

 

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1/11/2019 - 4:50pm 

The State Water Resources Control Board (SWRCB) has updated its December 24, 2018 advisory based on new test results and information. To view the updated notice, please click the following link, which will take you to the SWRCB's website:

SWRCB Notice 1/11/2019

 

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1/11/2019 - 8:40am 

On Thursday January 10, 2019, State Water Board staff along with Del Oro field personnel sampled 12 State-approved established testing stations throughout the three districts (Paradise Pines, Magalia, and Lime Saddle).  The lab responsible for testing is indicating it may be at least two weeks for them to process the samples and provide the results.  Initial indications were that there was no odor at any of the sites.  

 

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1/9/2019 - 11:20am 

PLEASE READ THE LATEST NOTICE REGARDING WATER QUALITY IN THE DISTRICTS AFFECTED BY THE CAMP FIRE: Paradise Pines, Lime Saddle, Magalia, and Buzztail Districts.

CLICK HERE FOR THE NOTICE POSTED JANUARY 9, 2019.

 

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11/21/2018 - 1:20pm 

DEL ORO WATER COMPANY RESCINDS BOIL-WATER-ORDER FOR PARADISE PINES, LIME SADDLE, MAGALIA, AND BUZZTAIL DISTRICTS. 

Del Oro Water Company advises its water users that the boil water notice has been rescinded for the following districts: PARADISE PINES, MAGALIA, LIME SADDLE, & BUZZTAIL. Lab tests have confirmed that the water is safe to consume in all districts affected by the Camp Fire.

Del Oro Water Company advises its water users to flush their lines for several mintues to eliminate air and sediment in their service lines and plumbing.

 

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11/19/2018 - 1:50pm 

DEL ORO WATER COMPANY RESCINDS BOIL-WATER-ORDER FOR STIRLING BLUFFS DISTRICT. 

Del Oro Water Company advises its water users that the boil water notice has been rescinded for the Stirling Bluffs District ONLY. The orignal boil water notice is still in effect for the following districts: PARADISE PINES, MAGALIA, LIME SADDLE, and BUZZTAIL.

Refer to the Amended Boil-Water-Notice

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11/10/2018 - 4:00pm 

DEL ORO WATER COMPANY ISSUES BOIL-WATER-ORDER

Refer to Boil-Water-Notice

As a result of the Camp Fire, the Del Oro Water Company’s following districts: PARADISE PINES, MAGALIA, LIME SADDLE, STIRLING BLUFFS & BUZZTAIL, in conjunction with the State Water Resources Control Board, Division of Drinking Water, is advising all its customers and/or emergency responders that the water from the Districts may not be safe to drink.  We advise people to boil the tap water or use bottled water for drinking and cooking purposes.  This is a safety precaution to avoid stomach or intestinal illness as much of the water delivery system has been dewatered, which can allow contaminates to enter the water system.  The affected area includes all customers served by the PARADISE PINES, MAGALIA, LIME SADDLE, STIRLING BLUFFS & BUZZTAIL

Cal Fire has also requested that our customers conserve water, and minimize non-fire related consumption.  We will inform you when tests show that water is safe to drink and you no longer need to boil your water.  We are working to resolve the problem as soon as possible.

Our hearts and thoughts go out to our customers, co-workers and friends who have been affected by this fire.  Please note that any collection will be suspended during this time, so residents do not need to worry about their bill through this emergency.

With history dating back to 1963, Del Oro Water Company and its dedicated professionals who provide regulated drinking water services are firmly committed to producing and delivering a safe and dependable supply of quality water. 

We strongly urge our customers to heed any evacuation warnings and orders; please be safe out there.

 

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