Customer Care - CT
Your Rights as an Aquarion Customer
Aquarion’s Mission
To be the service provider, employer and investment of choice through a relentless commitment to excellence.
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. Contact information is below. If you remain unsatisfied, please ask to speak with the Customer Advocate.
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 if you have your doctor or someone from the doctor's office call us within 13 days after we mail a termination notice and tell us that you or someone else in your home is seriously ill. Your doctor must send us a letter within one week after he or she calls us, and it must contain the name and address of the patient, whether the condition is a serious illness or a life threatening situation, the expected length of the serious illness or life threatening situation, and the certifying physician's office address and telephone number. 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. If there is serious illness in your home, please have your physician immediately call us. The Company 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 (800) 382-4586.
To Contact our Customer Service Center
Billing inquiries
By phone
Please call during business hours, 8:00 a.m. - 5:30 p.m., Monday-Friday
(203) 445-7310
(800) 732-9678
By mail
Aquarion Water Company of Connecticut
Customer Service Department
200 Monroe Turnpike, Monroe, CT 06468
To Make a Payment
Click here for "My Account" options