To Our Customers:
We owe you an apology.

We know that our customers are not receiving the level of customer service the South Central Connecticut Regional Water Authority has provided in the past. Customers are always our first priority, but due to issues with our customer information software, we are not presently giving you the great customer service that you deserve and have come to expect from us.

We know it has been often difficult to reach the Regional Water Authority’s call center. Although we spent a lot of time and effort planning for the implementation of the new customer information system, we found ourselves dealing with some unforeseen, serious hurdles that arose once the system went live. This problem has the full attention of the Authority’s leadership. We are working as quickly as possible to resolve the problems with our new customer information system. We have instituted some changes that have improved access to our customer call center, but we have more to do.

Please be assured that emergency calls such as no water, flooding or sewer concerns (PipeSafe Plus subscribers) will continue to be handled as a priority.

To avoid the possibility of long wait times when you call, you can use online options or our phone interactive voice response system for inquiries related to your account balance. You can make credit card payments online on accounts that are up to date. All our self-service options are listed below.

You deserve better service from the Regional Water Authority, and we are working hard to give it to you as soon as possible. We apologize to you for any frustration and inconvenience you may have experienced when calling the Regional Water Authority.

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.