To Our Customers:

We appreciate the patience and understanding our customers have shown following the implementation of a new customer billing system.

We know that our customers have not always received the level of customer service that you deserve and we have provided in the past. We have implemented a number of changes to the system and are re-engineering our internal processes to serve you better. You should notice a marked improvement in getting through to the call center and conducting business with us.

For your convenience, our interactive voice recognition phone system allows you to conduct several transactions independently, such as obtaining your current account balance. In addition, our customer service representatives are available to personally handle your call from 8 a.m. through 6 p.m. each week day at 203-562-4020. All emergency calls after business hours and on weekends are handled by support staff, and during busy times, a 24-hour answering service.

You can make credit card payments online on accounts that are up to date. You may also contact us at ask.billing@rwater.com with billing inquiries, questions or feedback.

We understand your frustration and the inconvenience you may have experienced during our transition and appreciate the faith you place in us to provide you with quality water and services each day. We welcome your feedback – positive or constructive – on how we can make your experience even better. Please email us at ask.billing@rwater.com with your input, and thank you for your patience.

While every employee of the Regional Water Authority is dedicated to serving you, our customer service representatives are the people most familiar with concerns and questions you may have. The customer service department is available to answer your call from 8 a.m. to 6 p.m. Monday through Friday. To reach our customer service representatives, call 203-562-4020 or email ask.billing@rwater.com.