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AN UPDATE TO OUR RESPONSE ABOUT COVID-19

At New York American Water, we remain committed to keeping you informed as we continue our work to deliver safe, reliable water service to you during the COVID-19 public health emergency.

PREVIOUSLY-APPROVED RATE INCREASE DELAYED UNTIL SEPTEMBER 1

To mitigate the financial impacts of the current public health emergency on our customers, New York American Water asked the New York State Public Service Commission for permission to postpone the company’s previously approved rate increase scheduled to go into effect April 1.

The New York State Public Service Commission Order issued on March 25 provides:

- The rate increase will be postponed for five months until September 1, 2020, at which time the previously approved rate increase will go into effect.

- The System Improvement Charge scheduled to go into effect on August 1 will also be postponed until September 1, 2020.

The Commission order delays the impact these increases would have on our customers during this difficult time and provides for recovery of revenue under-collection by New York American Water in April 2021–March 2022.

WE HAVE A PLAN

New York American Water has activated our business continuity plan to strengthen our ability to continue to provide reliable, quality service to our customers. We continue delivering drinking water service that meets water quality standards 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. We are working to provide our customers and communities with water and wastewater services during this time, all while protecting the health and safety of our employees. 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 that they provide plays a critical role, given the importance of personal hygiene in preventing the spread of the coronavirus.

WE KEEP SERVICE FLOWING

You may see New York 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 and/or scaled back other non-emergency work for the time being. New York 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 – 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 or emergency work that may be performed in your area.

TURNED WATER SERVICE BACK ON – For customers who were previously shutoff for non-payment.

SUSPENDED LATE FEES – We have suspended late fees until further notice. If you’re experiencing a financial hardship, please call 877-426-6999 to discuss your eligibility to enter into a payment arrangement.

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.

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: