As a United Water Customer you have the following rights:

• The right to receive water that meets federal and state quality regulations.
• The right to water service if you're a qualified applicant.
• The right not to pay unreasonably high deposits as a condition of service.
• The right to defer at least one payment each year.
• The right to have your water meter tested for accuracy once a year by United Water--for free.
• The right to continued service while a disputed charge is before the New Jersey Board of Public Utilities, provided undisputed charges are paid.
• The right to a prompt response to your questions or concerns.
  
• The right to courteous service.
  

We mail our new customers a comprehensive Customer Information Guide. All existing customers can also contact Customer Service to request a copy.

Special Needs
If you would like information on our programs for customers with special
needs, please read our Special Needs Code of Practice.

---

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
Bergen and Hudson counties
190 Moore Street
Hackensack, NJ 07601

Phone: 800 422 5987
Fax: 201 525 2325
E-mail: customer.service@unitedwater.com
Emergencies: 201 487 0011

Days: Monday-Friday
Hours: 8:00 am-4:30 p.m.

Customer Service Center
Sussex and Passaic counties
190 Moore Street
Hackensack, NJ 07601

Phone: 888 770 6030
Fax: 201 487 9431
E-mail: customer.service@unitedwater.com
Emergencies 888 770 6030

Days: Monday-Friday
Hours: 8:00 am-4:30 p.m.

For all customers payment is due by the due date indicated on your bill. You have a number of choices when it comes to paying your bill.

Online Bill Payment
You can pay your bill online by credit card through Western Union Speedpay. There is a $5 convenience fee associated with this service.

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

Electronically To take advantage of “E-Pay,“ our electronic payment program, download the enrollment form and return it to us.
	•		E-Pay additional information
To view or print, please download the free Adobe Acrobat Reader.

Budget Billing

United Water's budget billing plan lets you pay the same amount each month for your water bill. Sign up today and make budgeting easier. For information call our Customer Service Center at 1 800 422 5987.

By Mail

You can return your check or money order by mail using the envelope in your bill. Please include your stub portion with your bill. 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.

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.

In Person

Effective July 1, 2006, United Water’s customer service center in Hackensack, NJ, no longer accepts in-person payments. However, customers can leave a check or money order payment in the drop-box outside the 190 Moore Street office 24 hours a day.

You can also pay by cash, check or money order at several convenient centers. Click here for a list of payment centers.

Payment Drop Box

You can place your check or money order in the United Water payment drop box located at:

Customer Service Call Center 190 Moore Street Hackensack, NJ 07601 Corporate Headquarters 200 Old Hook Road Harrington Park, NJ 07640

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.

You may also be eligible for assistance from United Way's New Jersey 2-1-1 Partnership. This is a referral program that connects families and individuals in need of assistance to health, human and community services resources. For more information dial 2-1-1 or visit www.nj211.org.

Most United Water New Jersey customers are billed in hundred cubic feet or CCFs (1 CCF = 748 gallons). The average residential bill for a United Water New Jersey customer is about $394 annually. This estimate is based upon usage of about 30 CCFs (22,440 gallons) of water per quarter. The New Jersey Board of Public Utilities approves service charges that are fair for both the customer and our company. Charges for water service cover our 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.

Rate Schedule

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

Here's what a typical water dollar pays for:

Your Voice is Heard

At United Water, we value our customers. We strive to deliver consistent, quality service to you every day. Our aim is to resolve all of your inquiries in a consistent and professional manner. If you ever experience a problem with our service, we want to hear from you. All of our customers have a three-step course of action for escalating their concerns until they are resolved:

• Verbal complaint. If our customer service representative has not resolved your inquiry or concern to your satisfaction, you have the right to speak to a senior member of staff. The senior staff member will call you back within 48 hours to discuss your concern(s) with you.
  
• Written complaint. If you are still dissatisfied with the service you have received or the proposed resolution to your complaint, please write, fax or e-mail our Customer Relations Department with the details of your concern:
  United Water
  Attn.: Customer Relations Department
  190 Moore Street
  Hackensack, NJ 07601
  Fax: (201) 525-2325
  E-mail: CustomerRelations@unitedwater.com
  
  We will contact you within five business days to discuss your complaint and work toward a mutually agreeable resolution, and will follow up all discussions with a written response.
  
• Regulatory complaint. The New Jersey Board of Public Utilities (BPU) monitors United Water's regulated companies. If you are still dissatisfied with our resolution of your concern, you have the right to contact the BPU and file a verbal or written complaint:
  Board of Public Utilities
  Two Gateway Center
  Newark, NJ 07102
  1-800-624-0241
  www.bpu.state.nj.us
  
  The BPU will then communicate with you directly until your complaint is closed.

At United Water we believe it's important for our customers to be well informed on a variety of water-related issues. We can speak to your organization on topics such as water quality, water conservation and xeriscape (conservation) gardening. Or, your group can schedule a tour of our state-of-the-art water treatment plant in Haworth, New Jersey. This facility uses ozone to purify your water.

• Speaker's Bureau
• Plant Tours
• Recreation and Fishing
• Customer Advisory Panel

We read meters quarterly or monthly depending upon the size of the meter. Most of our customers have Automatic Meter Reading Systems (AMRS). You don't have to wait for a meter reader and you get an actual reading every time. If you don't have AMR, a meter reader must read your meter so we can send you a bill based on actual consumption. If you would like to have one installed, or if you need additional meters, please call our customer service center.

Radio Frequency Devices
In order to improve our service, we have started to install radio frequency meter reading devices in certain communities. These devices further enhance our ability to provide you with accurate bills.

FAQs on Radio Frequency Devices

If you're moving, please call us about one week in advance. If you're an existing customer we'll prepare a final bill. If you're a new customer, we'll open an account in your name. A deposit may be required to open a new account.

If you need a new service line or relocation or enlargement of an existing service line in Hudson or Bergen counties, call our New Business Department at 201 457 7969. We'll provide you with the necessary plumbing specifications as well as the forms you need to apply for water service. The New Business Department is located at 60 Devoe Placein Hackensack. If you need information about a service line in Sussex or Passaic counties, call us at 888 770 6030.

• Application for New Service (PDF)

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 New Jersey Board of Public Utilities (BPU) 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 BPU and documented in a tariff, which can only be revised through an action of the BPU.

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

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.

Please email us.