Illinois American Water would like to inform you that customer service center and our outgoing email correspondence have been negatively impacted by Hurricane Sally and the related power outages. As we work to restore operations in a safe and efficient manner, you may experience some longer call wait times and email response delays. We apologize for the inconvenience and take pride in striving to provide you with the best service that you expect and deserve.



AN UPDATE TO OUR RESPONSE ABOUT COVID-19

At Illinois American Water, we remain committed to keeping you informed as we continue our work to deliver clean, safe and reliable water and/or wastewater services to you during the COVID-19 public health emergency.

WE HAVE A PLAN

Illinois American Water has activated our business continuity plan to strengthen our ability to continue to provide reliable, high-quality service to our customers. We continue delivering drinking water service that meets water quality standards, providing water services and protecting our employees and customers during this public health emergency. We are confident that our preparedness efforts and the extraordinary efforts of our employees will enable us to successfully continue operations.

The current health emergency is a rapidly developing and changing situation. Many of our employees are working double duty, not only taking care of you, our customers, but their own families as well. They are dedicated and know the essential service they provide plays a critical role, given the importance of personal hygiene in preventing the spread of the coronavirus.

WE KEEP SERVICE FLOWING

Over time, you may see Illinois American Water field service representatives and crews performing needed tasks to keep our operations running. However, for the safety of our employees and our customers, we have suspended non-emergency work for the time being. Illinois American Water continues to conduct its work in coordination and compliance with all federal, state and local agencies and directives. As evolving conditions necessitate changes to our work practices and procedures, we will do so in a way so that we are able to continue to provide water and wastewater services.

Below are the actions we have taken to continue to help our customers and communities through this crisis:

KEEPING THE WATER ON – In March, American Water voluntarily placed a moratorium on customer accounts to prevent shut off for non-payment and late fees for late payments. The company also reinstated service for customers who were previously shut off for nonpayment. An Illinois Commerce Commission (ICC) order approved in June allowed for the reinstatement of utility procedures for nonpayment and late payments at the end of July. Illinois American Water choose to hold off on reinstating late fees until September. This means a customer with an unresolved past due balance will see a late fee applied to their August service(s). This bill would be issued in September. Reinstatement of shutoff procedures for nonpayment will begin in October.

If you have a past due amount or are experiencing a financial hardship, please call us at 800.422.2782. To assist our customers and keep water flowing, we have implemented flexible payment plans and payment options. We also have a customer assistance program which provides financial assistance to customers needing help paying their Illinois American Water bill. Learn more here - https://amwater.com/ilaw/customer-service-billing/customer-assistance-program

IMPLEMENTED SOCIAL DISTANCING – As mentioned above, you may see our employees and crews performing work. For your safety and the safety of our employees, we ask that you do not approach our employees. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.

PROTECTING YOU – We have suspended shutoffs during this public health emergency. If you are contacted by a person claiming to represent Illinois American Water and they are threatening to shut off your service, then please hang up. You can call us back directly at 800-422-2782.

HELPING OUR COMMUNITIES – American Water and the American Water Charitable Foundation announced a $100,000 contribution to Feeding America to support food banks across the country. The Foundation will also match employee donations to Feeding America, or other eligible organizations, up to $1,000 per employee, in accordance with its matching gift guidelines.

UPDATING YOUR CONTACT INFORMATIONMany customers have visited our MyWater customer portal to update their emergency contact information. If you have not done so, please take a moment to ensure your information is accurate.

DON'T FLUSH WIPES! – With hand hygiene at the top of everyone’s minds and toilet paper in high demand, many households are increasing their use of sanitizing wipes and “flushable” wipes. Please do not flush wipes down the toilet. Flushing wipes, paper towels, or other paper products not intended for use in wastewater systems down the toilet can lead to sewer backups and in-home plumbing issues which may be expensive to repair. Even wipes labeled as “flushable” or “biodegradable” can cause backups for sewer utilities and headaches for homeowners.

“12 Things That Should Never Go Down Your Drain”

ADDITIONAL WATER & WASTEWATER SAFETY INFORMATION

For additional information about the coronavirus and drinking water and wastewater, please visit:

ADDITIONAL CORONAVIRUS INFORMATION

For additional information about the coronavirus, please visit:

We will keep you updated on our actions as this national public health emergency evolves. For more information on our pandemic preparedness and response, as well as customer service options, visit www.illinoisamwater.com.

Stay healthy and safe. Thank you.