What action should be taken if a customer reports a bad chlorine odor?

When a customer reports a bad chlorine odor, it is crucial to understand that this odor can be an indication that chlorine is present in the water, particularly in higher concentrations. In situations where there is an odor, it often means that chlorine is reacting with organic materials in the water, forming chloramines, which can have a strong and unpleasant smell.

Increasing the chlorine levels in the water can help to more effectively oxidize these organic compounds and break down chloramines, thereby reducing the odor. This process, known as "shocking" the system, involves raising the chlorine concentration temporarily to eliminate the substances that contribute to the offensive smell.

Maintaining balanced, appropriate chlorine levels is essential for effective disinfection while also keeping the water free of unpleasant odors. It is important to monitor chlorine levels closely after an adjustment to ensure they remain within safe and acceptable limits for consumption. Reducing the chlorine levels or changing the water source may not address the underlying problem, and notifying the health department would typically be a step taken in response to a broader concern rather than an immediate remedy for an odor issue.