Your Rights & Responsibilities

As a customer of Iowa 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.

High-quality water service goes beyond providing high quality water. From starting up service, to providing bill payment options to answering questions 24 hours a day, 7 days a week - our goal is to keep you informed of the services we provide and your rights and responsibilities as a customer.

Your Right to High-Quality Drinking Water
You have the right to expect 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 Consumer Confidence Reports will help you learn more about water quality in your community.

Starting and Stopping Water Service
You can start or stop your water service online or by calling our 24-hour Customer Service Center at 1.866.641.2108. Following your application for service, we will make a service call to read the meter and will start your billing with an actual meter reading. An adult should be at the property when our service representative turns on the water.

Iowa American Water Employees
All Iowa American Water employees have a company identification card. In addition, many wear uniforms and use vehicles and equipment which are marked with the Iowa Water name and logo. If you want to verify that someone is an Iowa American Water employee, please ask to see their identification card.

Water Lines and Water Meters - Your Responsibilities and Ours
In the Clinton district, Iowa American Water is responsible for the distribution main in the street, the service connection from that main to your property line, and the meter located outside or inside your home or place of business. All other water pipes, such as the plumbing system in your home and the service line from your home to the curb stop or property line, are the customer's responsibility to maintain.
In the Quad Cities District, Iowa American Water is responsible for the distribution main in the street and the meter located outside or inside your home or place of business. Customers own and are responsible for maintaining all service connections and piping from the water main into their home or business. Only Iowa American Water personnel are permitted to open outside water meter pits. These outdoor meters should be readily accessible to our meter reading crews. When the meter is located inside your home or business, you have the responsibility to keep your meter accessible and properly protected from severe cold or heat. The meter must be kept free from obstructions, pets must be restrained and obstacles that would prevent the meter reader from reading the meter must be removed. You may be charged for repairs if your meter freezes, bursts or is damaged due to neglect on your part. It is unlawful to tamper in any way with the operation of your water meter.

Your Water Bill
Your water bill is made up of a fixed service charge and a water consumption charge. The fixed service charge is based on the size of your water meter. The consumption charge is based upon the amount of water you used during the billing period. If you have questions about your bill, Iowa American Water is here to help.

Avoiding a Late Payment Charge or Disconnection of Service
Your water bill is due 20 days after the date it is mailed. The due date is shown on the front of the bill. Bills not paid by the due date are considered past-due and a late payment charge of 1.5 percent of the overdue balance may be assessed.
If you are having difficulty paying your bill, please contact our Customer Service Center immediately at 1.866.641.2108. We may be able to plan a payment arrangement or payment assistance. {6}

If You Have Any Questions
Our customer service team is ready to help you with any questions you have about your water service. You can call toll-free at 1.866.641.2108, 24 hours a day, seven days a week. We are committed to resolving your issue quickly and courteously. If your issue is not resolved to your satisfaction, you have the right to request a review of the issue by the Iowa Utilities Board.

Iowa Utilities Board
Iowa Utilities Regulatory
350 Maple Street
Des Moines, Iowa 50319-0069
877.565.4450

 Iowa Utilities Regulatory Board