Providing you with quality water and quality service is the most important work we do. We want to help you understand your rights as a United Water customer. These rights are legally covered by the Delaware Public Service Commission (PSC) or the Pennsylvania Public Utilities Commission (PUC) as well as by various other rules. These state agencies regulate the way we do business.

As a United Water Delaware residential customer, you have the following rights:

• The right to receive water which meets federal and state quality standards.
• The right to have the service line from the water main up to your property line repaired or replaced if necessary. We will secure permits, excavate, replace lines, restore lawns, repair sidewalks, and repave the street, if it is needed.
• The right to clear, understandable bills.
• The right to have your water meter tested for accuracy (in some cases charges may apply for meter testing).
• The right to avoid service disconnection for disputed bills.
• The right to prompt response to your questions or concerns.
• The right to courteous service.

As a United Water Bethel residential water customer, you have many important rights and responsibilities to ensure fair dealings between you and your water company. These rights and responsibilities include:

• Your right to a clear and concise bill
• Your right to know how your water bill is computed
• Your right to check your water bill for accuracy
• Your right to fair credit and deposit policies
• Your responsibility to pay your bill
• Your right to question or disagree with the water company
• Your right to receive continuous water service if you meet your responsibilities

United Water Bethel honors all of these rights. You, the customer, have the responsibility for knowing your rights and for knowing how your water company should provide you with service.

Our top priorities are to provide you with a sure supply of high quality water and excellent service. Whenever you have a question about your water, your service or your bill, please feel free to contact us. We're here to help!

Customer Service Center
United Water
2000 First State Boulevard
First State Industrial Park
P.O. Box 6508
Wilmington, DE 19804-0508

Phone: 302 633 5900 (Delaware)
Phone: 610 497 8886 (Bethel)
Fax: 302 633 5921
E-mail: uwde@unitedwater.com

Office hours:
Monday - Friday
8:00 a.m. - 4:30 p.m.

Holiday Closings:
New Year's Day	January 1, 2008
Martin Luther King	January 21, 2008
Good Friday	March 21 , 2008
Memorial Day	May 26, 2008
Independence Day	July 4, 2008
Labor Day	September 1, 2008
Thanksgiving Day	November 27, 2008
Day after Thanksgiving	November 28, 2008
Christmas Holiday	December 24, 2008
Christmas Holiday	December 25, 2008

Our Mission
United Water where excellent Customer Service flows....

• A warm and sincere greeting using our customer's name whenever possible. Always show customers respect.
• Inform and educate our customers.
• Thank our customers graciously. Leave them feeling like a good neighbor.

Complaints
Although we work hard to give you the best service we can, there may come a time when you have a service problem. If you are a United Water Delaware customer and you have a question or a complaint, call one of our Customer Service Representatives at 302 633 5900. If you are a United Water Bethel customer and you have a question or a complaint, call one of our Customer Service Representatives at 610 497 8886. You may also write to us at United Water Delaware, P.O. Box 6508, Wilmington, DE 19804. Or you may e-mail us at uwde@unitedwater.com

In most cases, one of our Customer Service Representatives will be able to act on your complaint. If for some reason, your complaint is not handled to your satisfaction, then you may appeal to the Customer Service Manager. Should you still be dissatisfied and want further assistance you may contact the Delaware Public Service Commission at 1 800 282 8574 or the Pennsylvania Public Utilities Commission at 1 800 282 1110.

Our operations centers are available 24 hours a day to provide response to service disruptions or emergencies. After hours our answering service will contact the on call representative to investigate emergencies. Please call us immediately if you have an emergency to report such as:

• Lack of water
• Low water pressure
• Water discoloration
• Unusual taste or odor
• A leak or water main break

All non-emergency calls will be directed to call back during regular business hours to speak with a United Water customer service representative. The following are examples on non-emergency calls:

• Billing questions
• Payment arrangements
• Change of account information (Name and address changes, moving, etc.)
• Requests for information
• Complaints

United Water Delaware
In accordance with Delaware utility regulations, water conservation rates have been in effect since 2005 for all residential customers of United Water Delaware. Under the conservation rates, residential customers are billed on an "inclining block" rate basis. The intent of the rate structure is to promote water conservation by increasing the unit price of water as usage increases. The structure rewards residential customers who conserve.

Quarterly Conservation Residential Rate:

	Consumption (1,000 gallons)		Rate per 1,000 Gallons
	0 - 5,000		$2.7717
	5,001 - 20,000		$3.3012
	Over 20,000		$4.6540

An average residential bill for a United Water Delaware customer based on 16MG (1,000=MG) per quarter, is $84.91 The bill components are:

The Delaware Public Service Commission approves service charges that are fair for both the customer and our company. Charges for water service cover costs for collecting, treating, testing, delivering water and maintaining our system. These charges also include items such as labor, electricity, chemicals, taxes, depreciation and interest expenses and a reasonable return to shareholders. For more detailed information on rates for all of our customers please see the United Water Delaware tariff.

If you would like a copy of all our current rates or the rates for a specific customer class (Residential, Commercial, Industrial, Resale, Bulk, etc.) please contact customer service at 633 5900 or e-mail us at uwde@unitedwater.com.

For water conservation tips and information visit our Conservation Information section. http://www.unitedwater.com/uwde/consrvtn.htm.

Even if you don't use any water, at your residence, you will still be billed for the service charge and the public fire charge quarterly. The only time you will not receive a bill is when your water service is shut off at the curb stop by one of our representatives.

Concerned about an unusually high bill? Give us a call and we'll investigate. In fact, call us at 302 633 5900 if you have any questions at all about our service charges or if you want information about special payment arrangements or third party notification.

United Water Bethel
The average residential bill for a United Water Bethel customer is about $69.25 per quarter. This estimate is based upon usage of 18,000 gallons (1,000 gallons = MG) of water per quarter. This includes the residential customer charge of $13.66 for a 5/8" meter and water charges based on the first step rate of $3.093 for each 1,000 gallons (MG) used up to 34MG. For information on rates for all customers please see the United Water Bethel tariff.

The Pennsylvania Public Utility Commission approves service charges that are fair for both the customer and our company. Charges for water service cover costs for collecting, treating, testing, delivering water and maintaining our system. These charges also include items such as labor, electricity, chemicals, taxes, depreciation and interest expenses and a reasonable return to shareholders.

Even if you don't use any water, you will still be billed for the customer charge and state tax adjustment surcharge. The only time your will not receive a bill is when your water service is discontinued and shut off at the curb stop by one of our representatives.

Concerned about an unusually high bill? Give us a call and we'll investigate. In fact, call us at 610 497 8886 if you have any questions at all about our service charges or if you want information about special payment arrangements or third party notification.

For all Delaware customers' payment is due by the due date indicated on your bill, which is 30 days from the billing date. For all Bethel customers' payment is due by the due date indicated on your bill, which is 20 days from the billing date. There are several ways payment may be made.

• Online Bill Payment:You can pay your bill online by credit card or electronic check payment through Western Union Speedpay. There is a $3 convenience fee associated with this service.

  Choose from these convenient payment methods:
  Credit Card - Visa, Mastercard
  Debit Card
  ATM - STAR, NYCE, PULSE
  Electronic check

• Electronically: To take advantage of "E-Pay," our electronic payment program, download the enrollment form and return it to us.
  
  
  
  To view or print, please download the free Adobe Acrobat Reader.
• By Mail: Use a check, money order, or travelers check and enclose it with the stub portion of the bill in the return envelope provided. These payments go to our lockbox vendor for processing. Any payments received without the billing stub cannot be processed and will be delayed by one to two days until they can be forwarded to our business office.
• Over the Phone: Credit Cards and Check by Phone are now accepted over the phone for a convenience fee of $3.00. Call during our regular business hours to speak to a Customer Service Representative.
• In Person At Our Customer Service Office: Our office is at 2000 First State Blvd. in the First State Industrial Park located off Route 4 in Stanton, Delaware. We are open 8:00 a.m. to 4:30 p.m. Monday through Friday.
• Payments at Traveler's Express Locations. Travelers Express locations will accept cash, check, money order or traveler's checks as payment when presented along with your bill stub. The following payment centers are available:
  
  Bear, DE
  The Movie Depot
  104 Mario Drive
  
  Claymont, DE 19703
  United Check Cashing
  Tri-State Mall
  
  Claymont News
  2711 Philadelphia Pike
  
  Marcus Hook, PA 19061
  Quaker Quik Market
  942 Market Street
  
  New Castle, DE
  Pathmark 148 Sunset Blvd
  
  Sunoco A Plus
  1201 N. Dupont Highway
  
  Newark, DE
  Pathmark
  100 College Square
  
  Brookside News and Tobacco
  25 Marrows Road
  
  Newark Newstand
  70 East Main Street
  
  Stanton, DE 19804
  Shoprite
  1600 West Newport Park
  
  Wilmington, DE 19803
  Shoprite
  1300 Rocky Run Parkway
  
  Africaribbean Variety Food
  510 Concord Ave
  
  Fourth Street Amoco
  1001 West 4 th Street
  
  South Bridge BP
  201 S. Heald Street
  
  


• After Hours a Payment Drop Box is available. The box is located on the left side of our driveway before the main gate.
• Payment Arrangements: We understand that sometimes you may have a problem which makes it difficult for you to meet a payment due date. If you find yourself in a financial bind, you should contact us immediately upon receiving your bill. Call us at 302 633 5900 or 610 497 8886, and we will try to arrange a payment schedule that will meet your needs.
• Payments Made Without a Billing Stub: These payments should be mailed directly to our office at P.O. Box 6508, Wilmington, DE 19804.

If you pay online through your bank or misplace your payment envelope, please note that our payment address has changed to PO BOX 371804, Pittsburgh, PA 15250-7804; be sure to update your records accordingly.

If you are having difficulty paying your water bill due to a temporary financial hardship, you may be eligible for help from UW Cares, our customer assistance program. Call 888.842.8080 or visit www.uwcares.org for more information.

Please keep us informed. We need your help to ensure that your account information is up-to-date. We would also like to know if you have special medical needs or if you are entitled to special protection. Your account information is completely confidential.

Please contact our customer service office if:

• You are moving. We will need to prepare a final bill and close your account so you won't be charged for water use after you move. We will need to obtain a meter reading at your address in order to close your account. In the case of a home which is being sold, we will need at least a four day notification to schedule a reading and to prepare the final bill before settlement. If you are moving to a new address in our service area, just call us a few days ahead and we will open a new account for you.
• You have a new telephone number.
• You have a change of name.
• You need new service. To obtain information regarding new services, contact our Customer Service Office. Applying for new service may be done over the phone or in person at our office.
• You need a temporary or seasonal account final bill. Customers who wish to have their water turned off at the curb while they are away may call our office to make arrangements. We will turn the water off and prepare a "temporary final bill". There will be no further billing until the Customer Service Office is contacted to reinstate the water service. Reinstatement arrangements must be made 24 hours ahead. In addition, the customer or someone designated by the customer must be present for the water turn-on or a signed release permitting the turn-on must be on file in our office.

United Water Delaware/Bethel is responsible for:

• Maintaining the pipelines in the street to the curb box (shutoff) located at the curb or easement
• Installation and maintenance of meters. Meters must be properly housed, and we are not responsible for damage by frost, hot water or external causes

The property owner is responsible for:

• Household plumbing
• The service line, pipes and plumbing inside your curb or property line and your residence or business
• Repairs resulting from water leakage inside your curb
• Housing for meters placed outside your home or business
• Keeping the meter shut-off valves, pressure regulators and cross-control devices in proper working order
• Protecting the meter and pipes inside the curb from damage by frost, hot water or external causes
• Remember before you dig to contact Miss Utility in Delaware or PA1Call in Pennsylvania.

It's important for us to read your meter so you can receive an accurate bill. If your meter is read using the remote digital register, or the new electronic scanning method, the PSC will consider this an actual reading. However, readings phoned in or mailed in by customers are not considered an actual reading. We require at least one actual water meter reading by our employees each year.

It may be necessary from time to time to estimate a bill due to weather conditions, unsafe access, or if the meter is blocked by a fence, bushes, or an animal. We are permitted to estimate two consecutive billings before we must obtain a reading. If needed, we will make every effort to arrange an appointment to read your meter.

Our meter readers are normally scheduled to read meters Monday through Friday from 8:30 a.m. to 4:30 p.m. During the summer months meter readers may begin their rounds as early as 7:00 a.m. Occasionally they will read on Saturday or Sunday to ensure that meters are read on schedule.

The meter is the property of your water company. You are legally prohibited from removing and/or tampering with the meter or other water company equipment. You have the responsibility for keeping the meter free from obstructions, for restraining dogs and for removing obstacles that the meter reader might encounter at your residence. You also have the responsibility for protecting the meter from freezing and from being damaged.

The Delaware Public Service Commission (PSC) and the Pennsylvania Public Utilities Commission (PUC) are the state agencies that ensure that all utilities provide safe, adequate and reliable service at a reasonable cost. They set water rates to cover the costs of providing service. These costs include collecting, treating, testing, and delivering water to customers, as well as costs for electric power, chemicals, and employee wages. Increases in the costs of providing service sometimes lead to rate increases. For example, when our energy-costs or our taxes go up, rates may need to be adjusted to reflect the higher cost of doing business.

Water rates are established to enable us to meet our financial obligations and to provide a fair return to our shareholders. Their investments fund company operations and all major improvements.

The rate-setting process, regulated by the PSC and the PUC, ensures a fair hearing for everyone. When we seek a rate increase, we give public notice of our intentions and submit a petition to the PSC or the PUC. They review our request and conduct public hearings that solicit input from customers.

United Water Bethel
United Water Bethel has certified to the Pennsylvania Public Utility Commission that this is an accurate electronic representation of the United Water Bethel tariff which is officially filed at the Commission.

Users of electronic tariffs should note, however, that such tariffs are not the official documents, and users assume responsibility for reliance upon tariffs in electronic format.

United Water Bethel's tariff is available online as an Adobe Acrobat pdf. To view or print, please download the free Adobe Acrobat Reader.

United Water Delaware
A private water utility must be authorized by the state to provide service to its customers. This is done through a tariff that defines how and where the utility can operate. The Delaware Public Service Commission (PSC) is the state agency that regulates how we do business. They also maintain jurisdiction over the terms and conditions of service. This includes rates and charges, initiation and termination of service, billing arrangements and many other items related to how we operate. This process is authorized by the PSC and documented in a tariff, which can only be revised through an action of the PSC.

United Water Delaware's tariff is online as an Adobe Acrobat pdf. To view or print, please download the free Adobe Acrobat Reader.

*Please note that these documents are large and may take a few minutes to open depending upon your connection.

Are you ready for the big chill? Winters can be harsh on household plumbing and rough on your wallet should damage occur. Follow the tips below to help protect your pipes and water meter from freezing. Taking these steps now can spare you from being left without water or having to incur expenses for plumbing repairs or damaged furnishings.

• The Big Chill Checklist provides you with important tips to protect your indoor and outdoor plumbing.
• Thawing Frozen Pipes provides you with important tips to deal with weather-related plumbing problems.

As a customer, it's your responsibility to protect your underground service lines, your indoor plumbing and the water meter from freezing. It's also your responsibility to thaw or repair any damage to equipment on your property. United Water is responsible for making repairs to the service line from the water main to the property line.

E-mail:uwde@unitedwater.com