New online tool is easier to use and more accurate
For Immediate Release: Tuesday, May 5, 2026
Notes to media:
- Central Alabama Water has broadcast quality, HD video of the new online tool. Click here to access the video on YouTube.
- You can view and use the tool at https://caw-al.gov/resources/report-a-problem/.
BIRMINGHAM – It’s now quicker and easier for customers of Central Alabama Water (CAW) to report a problem.
The utility today unveiled a new online tool for customers to report leaks, damaged fire hydrants and other concerns with just a few clicks.
“We want to make it as easy as possible for our customers to interact with us,” said CEO Jeffrey F. Thompson. “This new tool is another step towards our goal of delivering a superb customer experience because it allows customers to more accurately describe and locate their issue which will improve our ability to respond.”
How the tool works
Customers can select from a list of 11 problems and then use a map to pinpoint the exact location. From there, they can submit the problem or choose to add more information and even upload photos. Customers have an option to leave their contact information if they want a CAW team member to call, text or email them a status update.
If a customer chooses to report a leak, the form automatically displays pictures and links to videos with examples of water leaks. This helps the customer choose the leak that most closely matches their situation. That information along with the precise location helps CAW know how to respond.
After a customer submits the form, a computer system automatically routes the problem to the correct department for CAW employees to take action.
“Several employees across multiple departments were involved in creating this tool,” Thompson added. “I’m proud of the result and their hard work and focus on putting customers first.”
The tool is available by clicking “Report a Problem” on the homepage of CAW’s website. You can view and use the tool at https://caw-al.gov/resources/report-a-problem/.
About Central Alabama Water
Central Alabama Water serves customers in Jefferson, Shelby, St. Clair, Blount and Walker counties. It operates four water treatment facilities and maintains more than 4,150 miles of water mains in its distribution network. Please visit caw‑al.gov for more information.
