Customer Care

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. Please complete the Physician's Certification of Illness form below 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. The Company has the right to contest before the Connecticut Department of Public Utility Control the validity of any serious illness certificate it receives.

Physician's Certification of Illness Form

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