American Water
American Water  
HomeContact UsPress RoomInvestor RelationsCorporate ResponsibilityCareersLearning Center

Your Rights & Responsibilities

As our customer, 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.

High-quality water service goes beyond providing high-quality water. From starting up service, providing bill payment options, and understanding your responsibilities regarding your internal plumbing and meter accessibility, our goal is to keep you informed, 24 hours a day, 7 days a week.

For more information, view our brochure: The Rights and Responsibilities of a Residential Customer and the Obligations of the Company.

NOTE: Customers received a copy of the Rights and Responsibilities brochure as an insert with their bill in March, April or May of 2015 depending on when they are billed. Since we went to press, we made further modifications and clarifications to more clearly communicate when it’s the customer’s responsibility to repair or replace damaged meters. To see what specifically has changed, see our Rights and Responsibilities Updates

If you have questions about your rights and responsibilities as a customer, please contact our Customer Service Center at 1.877.426.6999, M-F, 7 a.m. to 7 p.m. If your question is not resolved to your satisfaction, you have the right to contact the New York State Public Service Commission. 

New York State Public Service Commission
Empire State Plaza
Agency Building 3
Albany, NY 12223-1350

90 Church Street, New York, NY 10007-2919

NOTE: Persons who are hearing impaired or speech impaired can reach the hotlines through a TDD by calling the New York Relay Service 1.800.662.1220