The Rights and Responsibilities of a Residential Customer and the Obligations of the CompanyOUR UNIQUE RELATIONSHIPLong Island American Water, a wholly owned subsidiary of American Water (NYSE: AWK), is the largest water supplier in Nassau County, providing high-quality and reliable water services to approximately 210,000 people. American Water’s Long Island American Water facility is a private water company regulated on your behalf by the U.S. Environmental Protection Agency, New York State Health Department, New York State Department of Environmental Conservation, New York State Public Service Commission (PSC) and the Nassau County Health Department. Founded in 1886, American Water is the largest investor-owned U.S. water and wastewater utility company. With headquarters in Voorhees, N.J., the company employs more than 7,000 dedicated professionals who provide drinking water, wastewater and other related services to approximately15 million people in 32 states and Ontario, Canada. More information can be found by visiting www.amwater.com. Company practices and PSC regulations combine to give you specific rights and responsibilities, which are balanced by certain company obligations. This unique relationship between you and the company works best for you if you know and understand what we do, what your rights are regarding our service to you, and what responsibilities you have. This booklet summarizes those rights, obligations and responsibilities. It is important to read it and save it for future reference. If you have additional questions, please contact our Customer Service Center at the number provided at the back of this booklet. Whenever you have a question, issue or complaint, please contact us so that we have the chance to help you. Remember, you don’t need a problem to get in touch. You can discuss any water related issue with us. We are here to serve you. MANAGING YOUR WATER SUPPLYLong Island American Water’s facility has been supplying drinking water to southwestern Nassau County for more than a century. We began in 1884 when Long Island was sparsely populated and mostly farmland. As the area grew and expanded, so did the company. Today, Long Island American Water is the largest water supplier in Nassau County, providing high-quality water service to approximately 210,000 people in 27 communities in Southwestern Nassau County. Our services include residential and commercial water service, lawn sprinkler service, public and private fire hydrant service and private fire sprinkler service. We know our job is critical to the well-being of every person who uses our service, and our mission is to provide the best service we can at a reasonable cost. We do more than just treat and deliver water for our customers’ needs; we also manage it. Water must be delivered at the proper pressure, volume and quantity, and be high-quality. All this takes careful planning and management. From the Well High-Quality Water Service and Water Testing Long Island American Water monitors water quality every step of the way, from the source, through the treatment process and along the miles of pipeline in our distribution system. We take thousands of water samples each year for numerous chemical, physical and microbiological tests. Testing helps pinpoint potential issues so that we can take preventative action. Many of these tests are conducted in Long Island American Water’s own state-certified laboratory and by the Nassau County Health Department. In addition, independent laboratories approved by the state may also conduct various tests and report the results simultaneously to the company and to the Health Department. Communities Served
The company operates an integrated water distribution system. The water you receive is a blend of treated water from different wells. RESPONSIBILITY FOR SERVICEWater reaches you through a vast underground distribution system of water mains and service lines. Long Island American Water owns, maintains and repairs all of this underground system up to your property line. We also own and maintain all public fire hydrants in our service areas. You own, and are responsible for, the installation, service and repair of your service line starting from your property line to the water meter, as well as your interior plumbing system. This includes all pipes and plumbing fixtures, and both valves on either side of the water meter. Although the company owns and services your water meter, you are responsible for protecting it from damage. Located between the water main in the street and your property line is the curb box containing the curb stop (valve), where the company can turn off the water supply to your property in an emergency or when you need to make repairs. Be sure that its cover is visible at all times. Never pave over it with concrete or asphalt, or cover it with grass or plantings. If you can’t find the curb box, contact the company for assistance. If a leak occurs in the water main or the service line from the main to the property line, the company will make the necessary repairs at no charge to you and restore the damaged area after the work is completed. If a leak occurs on your portion of the service line (between your property line and the water meter), you must have the leak repaired at your expense. Contact the company for advice on turning the water off at the curb. Since leaks waste water, you are responsible for making repairs promptly. Failure to repair leaks can result in your water service being turned off. Maintenance and Repair
Cross Connections In a cross connection, if the normal flow of water is reversed, contamination can be pulled through your plumbing system back into the water main and out to other customers. In a residence, sources of contamination could be a private well, an underground lawn sprinkler system or solar heating. A cross connection could also occur if you use water for any purpose other than normal household use such as chemical dispensers, film development, medical/dental practice, etc. In accordance with New York State Sanitary Code, it is the customer’s responsibility to prevent contamination from a cross connection. A backflow prevention device must be installed, maintained and tested annually by a certified tester. If you think that you fall into this category, contact the company for more information. THE WATER METERWater meters reliably and accurately measure water consumption. We test all meters before they are installed, as well as after they are taken out of service to verify their performance. Your water meter is installed and owned by the company and was sealed when it was hooked up to your plumbing system. If the seal is broken, or if damage occurs, you are responsible for the cost of repairs. It is your responsibility to protect the meter from freezing, damage or tampering, and to keep it free from obstructions so that our personnel can get to it to read, replace or repair it, or shut off the water supply if there is an emergency. Your Shut-Off Valves
Everyone in your family should know where the meter valves are in case of emergency. It is your responsibility to keep these valves accessible and in good working order. Considerable water damage could occur to your furnishings if there is a major leak in your house and the valves are not working properly. If the meter itself should leak or break, turn off the valves and call us immediately. Meter Pit Meter Testing Meter Readings Traditional Meters Pattern of Usage Estimated Bills (Traditional Meters) No Access Fee WHEN YOU HAVE QUESTIONS OR PROBLEMSIf a question arises about your bill or any other aspect of our service, please contact us. It is your right, and our job, to have your questions researched and answered promptly and courteously. Telephone or write us at our Customer Service Center listed at the back of this booklet. Our Customer Service Representatives will try to resolve the situation on the spot. If we must research the matter, we will contact you by phone, letter or personal visit with the results. Although we do our best to satisfy customers’ inquiries, there may be times you feel more action is needed. If so, ask to speak to a supervisor. At this point, we are confident that we can solve your issue. Most customers’ questions or concerns about service or bills are addressed to their satisfaction, with no need for further appeal. That is because our Customer Service staff is here to serve you; so, please let us help. Right of Appeal The address is: While your complaint is under PSC investigation, we will not turn off your water service, and you do not have to pay the disputed charge. However, all other charges must be paid. APPLICATION FOR RESIDENTIAL SERVICEYou may apply for water service by contacting our Customer Service Center. If your application is accepted, we will provide service within five business days unless prevented by conditions beyond our control, such as weather, strikes, etc. This time period will vary if a new service line is to be installed. Before we accept an application, we may require a deposit or payment agreement if there is a balance owed, or you may have to comply with our tariff regulations or any applicable laws. If we deny your application, we will send you a written notice within three business days stating the reason for the denial and your right to a review. BILLING PROCEDURESPayment by Mail, Automatic Payment, In Person
Payment Due Date Late Payment Fee Pay In Advance Backbilling Billing or Service Questions and Issues Financial Difficulties Dishonored Checks Deposits PAYMENT AGREEMENTAt one time or another, nearly everyone may have difficulty in paying bills. If that should ever happen to you, please let us know so that we can work with you to arrange a convenient and flexible payment plan. The terms, a down payment if required, and monthly installment amounts can be tailored to your situation and financial need. We will not demand more than you can TERMINATION OF WATER SERVICENon-Payment Water service may be turned off for nonpayment Monday through Thursday from 8:00 am to 4:00 pm. We will not turn off service on a holiday, the day before a holiday, during the two-week period covering Christmas and New Year’s, or a day when the company’s office or the Public Service Commission’s office is closed. If you get a termination notice, prompt action is required. Contact the Customer Service Center immediately. Our representative will work with you to arrange a payment plan. We do not like to turn off water service to any of our customers. We will make every effort to avoid this ultimate step. However, if it becomes necessary, after proper notification procedures have been carried out, service must be turned off. In most cases, this occurs when bills remain unpaid for an unreasonable amount of time. It is unfair to the customers who pay their bills promptly for the company to permit some customers to avoid or delay making payment. This adds to the cost of water service, which ultimately must be paid for by all customers. Emergency Disconnection RECONNECTION OF SERVICEWe will restore water service within 24 hours from the time you:
Please keep in mind that termination of your water supply is a very serious matter, and an option of last resort. You can avoid termination of service if you contact us for help before your water is turned off. SPECIAL PROTECTIONSLong Island American Water will not turn off water service for some customers without following certain notification procedures to ensure that their health and safety are safeguarded. The only way we will know if you are eligible for this special protection is to tell us, so please fill out the Special Protection application form attached to this booklet and send it to our Customer Service Center at the address listed at the back of this booklet. Special protections apply to the following: Senior Citizens, Blind or Disabled Medical Emergency Third-Party Notification Fixed Income Heat Related Service Life Support Equipment Tenants in a Multiple Dwelling Tenants in a Two-Family Dwelling IF YOU MOVEIf you are planning to move, you must notify the company before you move so that a meter reading can be taken, or the meter can be removed, and a final bill prepared. If you fail to notify us and the new owner or tenant does not apply for service, you may be billed for water, even though you no longer live at that address. Protect yourself. Contact our Customer Service Center as soon as you know your moving date. IDENTIFYING WATER COMPANY PERSONNELIn the course of providing you with high-quality, reliable water service, our personnel must visit your home periodically to:
Barring emergencies, as long as our visit is at a reasonable time and you are sure that the call is legitimate, you should not refuse to let us in. Look for Our Logo
WATER CONSERVATIONWater is life. It must be protected and conserved, and it’s up to both the company and you to ensure this. We will do our part by bringing you a water conservation message whenever we can to show you ways to reduce water consumption without giving up your accustomed lifestyle. We hope that you, in turn, will adopt some of the wise water use ideas and make saving water an everyday habit. Tips for Using Water Wisely
Lawn Watering Restrictions Organic Lawn Care Controlling Leaks
IMPORTANT CONTACTSCustomer Service Center 1-877-426-6999 Emergency 1-877-426-6909 Automated Meter Reading Line 1-800-672-1095 TDD (Hearing/Speech Impaired) 1-800-300-6202 NYS Department of Public Service 1-800-342-3377 |
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