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Your Rights & Responsibilities

As a customer of New Jersey American Water, you have a right to high-quality water service every time you turn on your faucet. 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 treating and delivering water. From starting up service, providing bill payment options, and understanding your responsibilities regarding your internal plumbing and meter accessibility, our goal is to keep you informed, 24 hours a day, 7 days a week. 

If you have questions about your rights and responsibilities as a customer, please contact our 24-hour customer service center at:

  • Customers whose accounts begin with 18 should call 1.800.652.6987 (1.800.NJ.AM WTR)
  • Customers whose accounts begin with 52, 53, 54 and 55 should call 1.800.272.1325

Consumer Rights

  1. You have the right to utility service if you are a qualified applicant.
  2. You shall not be asked to pay unreasonably high deposits as a condition of service, nor to make unreasonable payments on past due bills.
  3. You are entitled to at least one deferred payment plan in one year.
  4. You have the right to have any complaint against New Jersey American Water handled promptly.
  5. You have the right to call upon the New Jersey Board of Public Utilities (NJBPU) to investigate your utility complaints and inquiries. Your service may not be terminated for non-payment of disputed charges during an NJBPU investigation.
  6. If you suspect your meter is not working properly, you have the right to have it tested free of charge, once a year, by New Jersey American Water.
  7. You have the right to a written notice of termination, 10 days prior to the discontinuance of service.
  8. Residential service may be shut-off, after proper notice, Monday through Thursday, 8:00 a.m. to 4:00 p.m. A utility may not shut-off residential service on Friday, Saturday, Sunday or a holiday or the day before a holiday or if you have a valid medical emergency.
  9. If you live in a multi-family dwelling, you have the right to receive posted notice of any impending shut-off. This notice must be posted in a common area and/or sent individually to occupants.
  10. You have the right to have a "diversion of service" investigation if you suspect that the level of consumption reflected in your utility bill is unexplainably high.

If your question is not resolved to your satisfaction, you have the right to contact the New Jersey Board of Public Utilities.

New Jersey Board of Public Utilities
44 South Clinton Avenue, 9th Floor
Post Office Box 350
Trenton, New Jersey 08625-0350
1.800.624.0241

 New Jersey Board of Public Utilities