Your Rights

Aquarion's Mission

To be the service provider, employer, and investment of choice through a relentless commitment to excellence.

Aquarion Water Company values its customers and wants to ensure you are informed of your rights. Learn about your rights as an Aquarion Customer for your state.

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Aquarion CT Rules and Regulations

Questions or Complaints

If you have a question or complaint, or you don’t agree with all or part of your bill, contact a customer service representative at our Customer Service Center. If you remain unsatisfied, please ask to speak with the Customer Service Advocate who will take a fresh look at your concern.

Service Terminations 

If we mail you a termination notice after you have made a complaint, within seven days after your receipt of the notice you can ask us to refer the complaint to the Customer Advocate, who acts as our Company Review Officer. The Customer Advocate will review your complaint and respond in writing within 10 business days. If the dispute remains unresolved after receipt of the written decision of our Customer Advocate, the customer may request a further investigation and hearing by the Connecticut Department of Public Utility Control.

Right to Residential Utility Service During Serious Illness

If you or anyone presently and normally living in your home is seriously ill, we will not shut off your water service during such illness. Please complete the Physician's Certification of Illness form below or contact us for a copy. You will be required to make an equitable arrangement to pay your past due bills and to pay on a current basis all future bills while the illness continues. Aquarion has the right to contest before the Connecticut Department of Public Utility Control the validity of any serious illness certificate it receives.

Physician's Certification of Illness Form

For Directors’ and Officers’ Salary Information

Please call the Connecticut Department of Public Utility Control at (800) 382-4586.

For Assistance please contact Aquarion

Payment Plans

We will work with you to set up an equal payment budget plan to enable you to pay your water bills. We also offer an extended payment agreement. This plan allows you to spread any overdue part of your water bill over several months while you continue to pay your current bills.

Your Right to Dispute Your Water Bill and Obtain a Hearing

If you dispute your bill, you may call or write our Customer Service Center, preferably within 10 days after receipt of your bill. If you remain unsatisfied with the response, please ask to speak with our Customer Advocate, who will take a fresh look at your concern. If you wish to dispute our response regarding your complaint, you have the right to appeal to the Massachusetts Department of Public Utility (DPU). You should make your appeal within seven days after receiving Aquarion’s decision.

If Your Water is Shut Off

If your water bill is overdue, we may shut off your water; however, certain customers are eligible for protection against water shut-offs. The following is a summary of the rights of people in those categories. If you need more details, contact Aquarion or the DPU at the addresses given below.

Who is Eligible for Protection

There are two requirements for protection:

1. You must have a financial hardship.

2. You must also:

  • Be seriously ill, OR
  • Have someone living in your home who is seriously ill, OR
  • Have a child 12 months of age or younger living in your home, OR
  • Have a heating system that depends on water service (this protection covers only the winter months between November 15 and March 15 provided that your water service has not been shut off for non-payment before November 15)

Please note that your claim must include the following information:

  • To document serious illness, we need a registered physician or your local Board of Health to contact us by phone and then complete the Physician's Certification of Illness Form to certify in writing within seven days that you or someone living in your home have a serious illness. This certification must be renewed every month. If your physician says your illness it chronic, it must be renewed every three months. If you do not renew your certification your water may be shut off.
  • To document that a child 12 months of age or younger lives in your home, within seven days of calling us send one of the following documents stating the name, birth date, and address of the child:
    • Birth certificate
    • Letter from a registered physician
    • Letter from your local Board of Health, a hospital, or government official, the Department of Public Welfare, a clergyman, or religious institution

We must receive these documents within seven days of receiving notification from you by phone.

This certificate will remain in effect until the child is older than 12 months.

  • To document a heating system that depends on water service, we only require your Financial Hardship Certification Form. If your water was not shut off before November 15, it will not be shut off between November 15 and March 15 if you cannot pay your overdue bill because of financial hardship.

If Your Certification is Rejected

We will notify you of rejection within seven days after receipt of your Financial Hardship Certification form and any other required information.

Is Everyone in Your Home 65 or Older?

If you and all other residents in the home are 65 or older, we cannot terminate your service for failure to pay a past due bill without an investigation by the DPU. If you cannot pay your bill when due, you may set up a reasonable payment plan with Aquarion. You may request a hearing at the DPU before termination. If you have any questions or require further information, please call Aquarion at the number below.

For Assistance please contact Aquarion

Or contact
Consumer Division
Massachusetts Department of Public Utility
1 South Station
Boston, MA 02110
(800) 392-6066
(617) 727-3531

Your Right to Dispute Your Water Bill

If you have a question or complaint, or you don’t agree with all or part of your bill, contact Aquarion’s Customer Service Center. If you remain unsatisfied, please ask to speak with the Customer Service Advocate who will take a fresh look at your concern.

We shall investigate your complaint and notify you of our resolution. If you are unsatisfied with our decision, you have the right to appeal to the New Hampshire Public Utilities Commission:

Public Utilities Commission
State of New Hampshire
21 S. Fruit Street, Suite 10
Concord, NH 03301-2429
Phone: (603) 271-2431 or (800) 852-3793 (in New Hampshire only)

For Assistance please contact Aquarion