Your Rights

Our Mission

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

The Torrington Water Company, an Aquarion Company, values its customers and wants to ensure you are informed of your rights. Learn about your rights as a Torrington Water Company customer for Connecticut.

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Rules & 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.

Download Physician's Certification of Illness Form

Contact Us

Call Center hours are weekdays 8:00 a.m. to 5:30 p.m. Emergency service is available for all other hours including weekends and holidays.

Contact Us