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Rights and Responsibilities - Residential

Rights & Responsibilities 

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.

If you have questions about your rights and responsibilities as a customer, please contact our Customer Service Center at 1-877-426-6999,M-F, 8 a.m. to 4:30 p.m. NOTE: Persons who are hearing impaired or speech impaired can reach the hotlines through a TDD by calling the New York Relay Service 1-800-662-1220.
Download or read the Rights and Responsibilities brochure

New York State Customers:

For consumer complaints that cannot be resolved with the company, you may contact the New York Department of Public Service (DPS). DPS complaints may be directed as follows:

  • Website:
  • Phone: DPS HOTLINE at 1-800-342-3377 (M-T 7:30a - 7:30p, F 7:30a – 7:00p); or
  • Mail: Office of Consumer Services, NYS Department of Public Service, 3 Empire State Plaza, Albany, NY 12223

Rights and Responsibilities