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Your Rights & Responsibilities

As a customer of California American Water, you have the right to know how to get the best service from your water utility. We recognize the trust you place in us to provide high quality, reliable drinking water. It is a responsibility that defines what we do as your local water company.

You have a right to high-quality drinking water every time you turn on your faucet. Our employees conduct an extensive treatment and monitoring program to ensure your water meets all state and federal drinking water regulations. Our water quality reports will help you learn more about water quality in your area.

Good water service goes beyond providing high-quality water. Whether we are starting up service, providing bill payment options, or helping you to understand your responsibilities regarding your internal plumbing and meter accessibility, our goal is to keep you informed.

What Equipment is Your Responsibility

Much of the equipment we use to provide water is located beneath the ground, and it can be difficult for customers to determine what equipment is their responsibility and what equipment is California American Water’s responsibility. The following descriptions explain the facilities and equipment used to provide water service from the company’s water main to your property.

Company Service Line. Owned and maintained by the company, this service line extends from the water main to the curb stop or curb line.

Curb Stop. Owned and maintained by the company, the curb stop is a valve that can be opened and closed to control the supply of water to the property.

Meter. Owned and installed by the company, this device is used to measure water consumption at the customer’s property. Although the meter is owned by the company, the customer is responsible for providing an adequate location for the meter, making it accessible and assuring that it is protected from damage, including damage caused by freezing.

Customer Service Line. Owned and maintained by the customer, this service line extends from the curb stop or curb line to the building.

Meter Pit. Owned and maintained by the customer, this structure is constructed by, or for, the customer to house the water meter outside of the customer’s home at an underground location. Customers are responsible for keeping the pit visible and for all the plumbing within the pit. The illustration shows a meter in the home, so the meter pit is not shown.

Pressure Reducing Valve (PRV). Owned, installed and maintained by the customer, this device is designed to reduce water pressure within the customer’s home if the pressure of the company’s distribution system exceeds a certain threshold set by the plumbing code (typically 60 pounds per square inch). Installing a PRV might increase the life of internal plumbing fixtures and piping. A plumber can verify the pressure in your home and determine whether a PRV should be installed as part of your household plumbing.

If you have questions about your rights and responsibilities as a customer, please contact our Customer Service Center at 1.888.237.1333. If your question is not resolved to your satisfaction, you have the right to contact the California Public Utilities Commission.

California Public Utilities Commission
San Francisco Office (Headquarters)
505 Van Ness Avenue
San Francisco, CA 94102

 California Public Utilities Commission