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Lake Ontario, the source of MCWA water is the 13th largest lake in the world with 393 cubic miles of water. It is also the second deepest of the great lakes, at an average of 282 feet.

Boil Water Notice FAQ

Q. Why was a boil water notice issued?

Most boil water notices are issued as a result of a pressure loss during a water main repair. Monroe County Water Authority consistently invests in infrastructure maintenance and repair; however, sometimes water mains still fail. When this happens, water is shut off in the impacted area while the break is repaired. Usually water pressure inside the pipe pushes water out during breaks, but in rare occasions it can result in a loss of water pressure. This creates the potential for contaminants to enter the system and can lead to a boil water notice.

Q. How will I be notified?

MCWA works closely with the local health department to notify customers in accordance with Public Health Law. The health department determines how notifications will be issued based on the size of the affected area, the facilities impacted and the extent of the public health hazard. Customers will then be notified by some or all of the following methods:

  • Hand-delivered notice
  • Email notifications
  • Website posts
  • Social media posts
  • Local media including newspapers, radio and TV

Q. What is the health concern?

It is possible that harmful bacteria may enter the water system during a pressure loss. Although waterborne diseases are extremely rare, they can be serious. Almost all boil water notices are precautionary and the likelihood of becoming ill is low; however, it is possible, especially for infants, the elderly and immunocompromised individuals.

Q. How do I boil water so that it is safe to drink?

Bring tap water to a rolling boil and boil for two minutes. Allow water to cool before using. Or use bottled water certified for sale by the New York State Department of Health. Boiled or bottled water should be used for drinking (including pets), making ice, washing dishes, brushing teeth, and preparing food. Water does not need to be boiled for bathing and showering, as long as care is taken to not swallow water.

Q. How long will the boil water order last?

Our water systems are monitored 24 hours a day, 7 days a week and 365 days a year. Our Operations Department is constantly staffed to repair main breaks. Repairing pipe breaks is their highest priority. Following a repair, we flush the water system to reach the proper water quality, then take bacteriological samples over a 48-hour period. When the lab results are reviewed and the water is confirmed safe to drink, we, in conjunction with the local health department, can issue a Discontinue Boil Water Notice using the same methods listed above.

Q. How do I contact MCWA?

You may call Customer Service at 585-442-7200 Monday through Friday from 8:30 a.m. to 4:30 p.m. For after-hours emergencies, please call 585-442-2009.

Q. How do I sign up to receive emergency email notifications?

Submit your email address by signing up for the customer portal here. You may also update your information by calling Customer Service at 585-442-7200 Monday through Friday between 8:30 a.m. and 4:30 p.m. or filling out the line at the bottom of your bill when mailing in your payment.

For more information on boil water notices, click here.