Rules and Regulations
Aquarion's mission
Our mission is to be the service provider, employer, and investment of choice through a relentless commitment to excellence.
We value our customers and want to ensure you are informed of your rights. See below to learn about your rights as an Aquarion customer for your state.
Customer Rights Notice and Information
Aquarion Connecticut 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.
Water 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 Water 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 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.
For Directors’ and Officers’ Salary Information
Please call the Connecticut Department of Public Utility Control at (800) 382-4586.
For assistance, please contact Aquarion.
Aquarion New Hampshire Rules and Regulations (Hampton, North Hampton, Rye, and Stratham)
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.
Download Complete Rules and RegulationsContact 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.
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