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 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.

*On December 31, 2024, Chapter 14 of the Public Utility Code expired. However, Pennsylvania American Water and the Public Utility Commission are continuing to operate under the exact same policies and provisions of Chapter 14 according to regulations and Commission policy statements that mirror the expired law.

If you have questions about your rights and responsibilities as a customer, view the PUC's 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
1-800-692-7380

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.

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 customer for single meters, sizes up to 2" in diameter. This structure is constructed by the customer 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 company will supply the meter that will be installed inside the pit. The illustration shows a meter in the home, so the meter pit is not included.

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. Pennsylvania American Water’s tariff, as approved by the Pennsylvania Public Utility Commission, recommends that customers install a PRV to help protect your internal plumbing if water pressure consistently reaches 100 psi or above. 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.