Customer Rights & Responsibilities

Customer Rights

  • You have the right to utility service if you are a qualified applicant.
  • You shall not be asked to pay unreasonably high deposits as a condition of service, nor make unreasonable payments on past due bills.
  • You are entitled to at least one deferred payment plan in a year.
  • You have the right to have any complaint against your utility handled promptly by that utility.
  • You have the right to call upon your state public utility regulatory authority to investigate your utility complaints and inquiries. Your service may not be terminated for nonpayment of the disputed charges during a NJBPU investigation.
  • If you suspect your meter is not working properly, you have the right to have your meter tested, free of charge, once a year by your utility. Please see your company-specific Tariff for associated charges.
  • You have the right to voice concerns to the Company about service or billing matters at the time of the occurrence, as well as in writing.
  • You have the right to a written notice of termination, ten days prior to discontinuance of service.
  • Your residential service may not be shut off on weekends, holidays, Fridays, the day prior to a holiday or if a valid medical emergency exists in your household. If you live in a multi-family dwelling, you have the right to receive a posted notice of any impending shut off. This notice must be posted in a common area and/or sent individually to each occupant.
  • You have the right to have a “diversion of service” investigation if you suspect the level of consumption reflected in your utility bill is unexplainably high. Diversion is the authorized connection to pipes, whereby someone else’s utility service registers on your meter without your consent or knowledge.

Customer Responsibilities

  • The customer owns and is responsible for maintaining the service connection from the curbstop to the house.
  • The customer is responsible for maintaining the interior plumbing system, including all pipes and plumbing fixtures. Customers, particularly operators of institutions (schools, hospitals,hotels/motels) and other large facilities, should follow appropriate procedures for maintaining their own plumbing systems.
  • The customer is responsible for protecting the interior water meter from damage due to freezing, hot water and other causes.
  • The customer is responsible for all charges accruing for water service until notice, preferably written notice, has been given to the Company to discontinue service.
  • The customer is responsible for following advisories and recommendations issued by the Company, specifically with regards to matters of water quality.