RIGHTS & RESPONSIBILITIES
As a customer of Iowa 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.
Our customer service team is ready to help you with any questions you have about your water service. You can call toll-free at 1-866-641-2108, 24 hours a day, seven days a week. We are committed to resolving your issue quickly and courteously. If your issue is not resolved to your satisfaction, you have the right to request a review of the issue by the Iowa Utilities Commission.
Iowa Utilities Commission
1375 East Court Avenue, Room 69
Des Moines, Iowa
50319-0069
1-877-565-4450
CUSTOMER RIGHTS AND RESPONSIBILITIES TO AVOID SHUTOFF OF WATER SERVICE FOR NONPAYMENT
- What can I do if I receive a notice from the utility that says my water service will be shut off because I have a past due bill?
- a. Pay the bill in full;
- b. Enter into a reasonable payment plan with the utility (see #2 below); or
- c. Tell the utility if you think part of the amount shown on the bill is wrong. However, you must still pay the part of the bill you agree you owe the utility (see #3 below).
- How do I go about making a reasonable payment plan? (Residential customers only)
- a. Contact the utility as soon as you know you cannot pay the amount you owe. If you cannot pay all the money you owe at one time, the utility may offer you a payment plan that spreads payments evenly over at least 6 months. The plan may be longer depending on your financial situation.
- b. If you have not made the payments you promised in a previous payment plan with the utility and still owe money, you may qualify for a second payment agreement under certain conditions. If you do not make the payments you promise, the utility may shut off your utility service on one day’s notice unless all the money you owe the utility is paid or you enter into another payment agreement.
- What should I do if I believe my bill is not correct?
You may dispute your utility bill. You must tell the utility that you dispute the bill. You must pay the part of the bill you think is correct. If you do this, the utility will not shut off your service for 45 days from the date the bill was mailed while you and the utility work out the dispute over the part of the bill you think is incorrect. You may ask the Iowa Utilities Commission for assistance in resolving the dispute. (See #6 below.) - When can the utility shut off my utility service because I have not paid my bill?
The utility will not shut off your service for up to 45 days from the rendering of the bill if you have notified the utility that you dispute a portion of your bill and you pay the part of the bill that you agree is correct. The 45 days will be extended if requested of the utility by the Utilities Commission in the event you file a written complaint with the Utilities Commission. - How will I be told the utility is going to shut off my service?
You must be given a written notice at least 12 days before the utility service can be shut off for nonpayment. - If service is shut off, when will it be turned back on?
- a. The utility will turn your service back on promptly if you pay the whole amount you owe or, in the event that you dispute a portion of the bill, you pay the portion of the bill that is not under dispute (see #2 above).
- b. The utility may charge you a fee to turn your service back on. Those fees may be higher in the evening or on weekends, so you may ask that your service be turned on during normal utility business hours.
- Is there any other help available besides my utility?
If the utility has not been able to help you with your problem, you may contact the Iowa Utilities Commission toll-free at 877.565.4450. You may also write the Iowa Utilities Commission at 1375 E. Court Ave., Des Moines, IA 50319, or by email at customer@iuc.iowa.gov. Low-income customers may also be eligible for free legal assistance from Iowa Legal Aid, and may contact Legal Aid at 800.532.1275.
What Equipment is Your Responsibility?
Much of the equipment we use to provide water and wastewater service is located beneath the ground, and it can be difficult for customers to determine what equipment is their responsibility and what equipment is American Water’s responsibility. The following descriptions explain the facilities and equipment used to provide water and wastewater service to your property.
Company Water Service Line. Owned and maintained by the company, this service line extends from the water main to the curb stop or curb line.
Company Sanitary Sewer Main. A sanitary sewer main is a pipe located in the street, back easement or side easement that is designed solely to transport wastewater from homes and businesses to the wastewater treatment plant. Sanitary sewers in your neighborhood are owned, operated and maintained by the company.
Curb Stop. Owned and maintained by the company, the curb stop is a valve that can be opened and closed to control the supply of water to the property.
Meter. Owned and installed by the company, this device is used to measure water consumption at the customer’s property. Although the meter is owned by the company, the customer is responsible for providing an adequate location for the meter, making it accessible and assuring that it is protected from damage, including damage caused by freezing.
Customer Water Service Line. Owned and maintained by the customer, this service line extends from the curb stop or curb line to the building.
Meter Pit. Owned and maintained by the Company for single meters, sizes up to 2" in diameter. This structure is constructed by the Company to house the water meter outside of the customer’s home at an underground location. Customers are responsible for keeping the pit visible and for all the plumbing within the pit. The illustration shows a meter in the home, so the meter pit is not shown.
Pressure Reducing Valve (PRV). Owned, installed and maintained by the customer, this device is designed to reduce water pressure within the customer’s home if the pressure of the company’s distribution system exceeds a certain threshold set by the plumbing code (typically 60 pounds per square inch). Please be aware that pressure may be higher in some areas due to elevation changes and operating requirements. Installing a PRV might increase the life of internal plumbing fixtures and piping. A plumber can verify the pressure in your home and determine whether a PRV should be installed as part of your household plumbing.
Customer Sanitary Sewer Service Line. Owned and maintained by the customer, the sanitary sewer service line extends from the property line to the building. Your maintenance responsibilities include, but are not limited to, the intrusion of tree roots into the sewer service line. Also, you are responsible for the proper maintenance of all plumbing within the home, including removal of any unauthorized connections.
What are unauthorized sanitary sewer connections? Unauthorized connections are downspouts, sump pumps, footing tiles, drains from window wells, and drains from driveways that introduce storm water into the sanitary sewer system. These connections are strictly prohibited.
Cleanout. A cleanout is an access point in the sanitary sewer service line which allows a plumber to clear out obstructions in the line. Not all homes have a cleanout. Cleanouts are owned and maintained by the homeowner.