ILLINOIS AMERICAN WATER RESPONSE TO COVID-19
Dear Illinois American Water Customer:
We hope this email finds you and your family well.
At Illinois American Water we work hard every day to deliver clean, safe, reliable, and affordable water services because our customers deserve nothing less. We wanted to inform you of measures we are taking to assist our customers and employees during the COVID-19 crisis.
WE HAVE A PLAN
Illinois American Water has activated our business continuity plan to strengthen our ability to provide reliable, high-quality service to our customers, continue to deliver water and wastewater services that meets all federal and state drinking water standards, and protect our employees and customers during this public health crisis.
WE WON’T SHUT OFF YOUR WATER
Given the importance of personal hygiene in preventing the spread of the coronavirus, we have suspended billing-related service shutoffs. We will continue to evaluate this suspension period and remain in compliance with state orders. Please note that your water service may be temporarily interrupted for planned and unplanned work that may be performed in your area. However, you will receive advance notice of any planned service interruptions, and we will strive to keep interruptions to a minimum.
We are turning water service back on for customers who were previously shutoff for non-payment. This includes customers whose water service was turned off for non-payment of sewer service, even if Illinois American Water is not the sewer service provider. It may take some time to turn water back on, but we will work as quickly and safely as possible. For your safety and the safety of our employees, we ask that you do not approach our employees while they are performing this work. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.
WE’LL WORK WITH YOU
Illinois American Water has also suspended late fees until further notice. If you’re experiencing a financial hardship, please call 800-422-2782 to discuss your eligibility to enter into a payment arrangement.
WE’VE IMPLEMENTED SOCIAL DISTANCING
For employee and customer safety, Illinois American Water has also closed all customer payment locations. Customers can pay online or by phone or through their bank’s bill payment process.
Customers may also pay by visiting our site.
As a friendly reminder: Please make sure to update your emergency contact information on your MyWater account.
For your safety and the safety of our employees, we ask that you do not approach our employees when you see them working in the field. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.
We have suspended all non-emergency in-home appointments. Contact with customers during emergency in-home appointments will be limited.
WE HAVE DRINKING WATER SAFETY INFORMATION
For additional information about the coronavirus and drinking water and wastewater, please visit:
•Environmental Protection Agency - Americans can continue to use and drink water from their tap as usual
•World Health Organization - Water treatment practices effective against COVID-19, WHO says
WE CARE
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.
ADDITIONAL CORONAVIRUS INFORMATION
For additional information about the coronavirus, please visit:
•Centers for Disease Control and Prevention
•World Health Organization
As always, thank you for your trust in Illinois American Water as we continue to provide you with safe, clean, reliable water and wastewater services.