RIGHTS & RESPONSIBILITIES
As a customer of Pennsylvania American Water, you have the right to know how to get the best service from your water utility. We recognize the trust you place in us to provide high-quality, reliable drinking water. It is a responsibility that defines what we do as your local water company.
Our employees conduct an extensive treatment and monitoring program to ensure your water meets all state and federal drinking water regulations. Our water quality reports will help you learn more about water quality in your area.
Good water service goes beyond providing high-quality water. Whether we are starting up service, providing bill payment options, or helping you to understand your responsibilities regarding your internal plumbing and meter accessibility, our goal is to keep you informed, 24 hours a day, 7 days a week.
Utility Bill Collection Rules
In 2014, the General Assembly passed and the Governor signed House Bill 939/Act 155 of 2014, to reauthorize the 10-year-old “Responsible Utility Customer Protection Act,” Chapter 14 of the Public Utility Code for another 10 years. The new law revised some Chapter 14 provisions related to low-income programs, Protection from Abuse Orders and medical certificate filings, and added some new regulations and reporting requirements. Chapter 14 rules apply to cash deposits; reconnection of service; termination of service; payment arrangements; and the filing of termination complaints by consumers for electric, gas and water. Under the law, a customer can only establish one payment arrangement with the PUC. The utility company has the discretion to offer more than one payment arrangement. The Public Utility Commission will work beginning in early 2015 to implement the new law with new and amended regulations, and continue to work with all parties to ensure compliance with the law, as well as protect the health and safety of Pennsylvanians. The Act protects responsible bill-paying customers from rate increases attributable to the uncollectible accounts of customers that can afford to pay their bills, but choose not to pay.
If you have questions about your rights and responsibilities as a customer, view our Rights and Responsibilities brochure, or contact our Customer Service Center at 1-800-565-7292, M-F, 7 a.m. - 7 p.m. If your question is not resolved to your satisfaction, you have the right to contact the Pennsylvania Public Utility Commission:
Pennsylvania Public Utility Commission
Commonwealth Keystone Building
400 North Street
Harrisburg , PA 17120
Protection from Abuse and Other Court Orders
If you have a Protection from Abuse (PFA) order or an order issued by a Pennsylvania Court that identifies you or a household member as a victim/survivor of domestic violence, you have the following protections, regardless of your income:
- Pennsylvania American Water cannot shut off your water service during the winter without Pennsylvania Public Utility Commission (PaPUC) permission.
- Depending on your income, a special payment arrangement may be available.
- Service may not be terminated on a Friday.
- You may not be held responsible for a bill in someone else’s name.
- You may not be required to pay a security deposit. If you are required to pay a security deposit, you may be able to pay it over three payments.
- You will receive additional notice prior to termination.
More information about PFAs and domestic violence programs can be found here.