• The right to receive water that meets federal and state quality regulations.
• The right to have the service line, from the water main up to your property line, repaired or replaced if necessary.
• The right to have your water meter tested for accuracy.
• The right to clear, understandable bills.
• The right to continued service while a disputed charge is before the New Jersey Board of Public Utilities (BPU), provided undisputed charges are paid.
• The right to a prompt response to your questions or concerns.
• The right to courteous service.

We mail our new customers a comprehensive Customer Information Guide. All existing customers can also contact Customer Service to request a copy.

Special Needs
If you would like information on our programs for customers with special
needs, please read our Special Needs Code of Practice.

Our top priorities are to provide you with a sure supply of high quality water and excellent service. Whenever you have a question about your water, your service or your bill, please feel free to contact us. We're here to help! If you require further assistance, please call our customer service center at our toll free number 1 877 565 1456.

190 Moore Street
Hackensack New Jersey 07601
Phone: 1 877 565 1456
Fax: 201 487 9431
E-mail: customer.service@unitedwater.com

After Hours Emergencies: 732 349 0386

Business Hours:
Monday - Friday: 8:00 a.m. - 4:30 p.m.

For all customers payment is due by the due date indicated on your bill. You have a number of choices when it comes to paying your bill.

Online Bill Payment
You can pay your bill online by credit card through Western Union Speedpay. There is a $5 convenience fee associated with this service.

Choose from these convenient payment methods:
Credit Card - Visa, Mastercard
Debit Card
ATM - STAR, NYCE, PULSE

Electronically To take advantage of “E-Pay,“ our electronic payment program, download the enrollment form and return it to us.
	•		E-Pay additional information
To view or print, please download the free Adobe Acrobat Reader.

Budget Billing

United Water's budget billing plan lets you pay the same amount each month for your water bill. Sign up today and make budgeting easier. For information call our Customer Service Center at 1 877 565 1456.

By Mail
You can return your check or money order by mail using the envelope in your bill. Please include your stub portion with your bill. These payments go to our lockbox vendor for processing. Any payments received without the billing stub cannot be processed and will be delayed by one to two days until they can be forwarded to our business office.

If you pay online through your bank or misplace your payment envelope, please note that our payment address has changed to PO BOX 371804, Pittsburgh, PA 15250-7804; be sure to update your records accordingly.

Payment Centers
You can pay by cash, check or money order at the convenient centers listed below.

Ocean Check Cashing 970 Lakewood Road Toms River, New Jersey 08753 News Plus 620 Mule Road Toms River, New Jersey 08757 Quick Food 370 Dover Road South Toms River, New Jersey 08757 Bombay Food 943 Route 166 Toms River, New Jersey 08753

In Person
You can make a payment directly at several locations:

Ocean County local office 15 Adafre Avenue Toms River, NJ 08753 Monday through Friday 8:00 a.m. to 4:30 p.m. Note: The office is closed daily between 12:00-12:30. Effective April 1, 2005 cash payments will no longer be accepted at this office. Hunterdon County local office 26 Coryell Street Lambertville, NJ 08530

United Water Toms River customers who are having difficulty paying their water bill due to a temporary financial hardship, may be eligible for help from UW Cares, our customer assistance program. Call 888.842.8080 or visit www.uwcares.org for more information.

Customers maybe eligible for assistance from United Way's New Jersey 2-1-1 Partnership. This is a referral program that connects families and individuals in need of assistance to health, human and community services resources. For more information dial 2-1-1 or visit www.nj211.org.

The average residential bill is about $250 annually. This estimate is based upon usage of about 20,000 gallons of water per quarter. You can pay your bill at our customer service center, by mail or in person at our office on 15 Adafre Avenue, Toms River, N.J. If you have a question about your bill, give us a call and we will investigate. You can also call us if you would like information about our payment programs:

• Third party notification -- We will notify a relative or friend when we may have to shut off your water because you did not pay your bill.
• Special payment arrangements -- If you have difficulty paying your bill, call us to see if you are eligible for special payment arrangements.

Your Voice is Heard

At United Water, we value our customers. We strive to deliver consistent, quality service to you every day. Our aim is to resolve all of your inquiries in a consistent and professional manner. If you ever experience a problem with our service, we want to hear from you. All of our customers have a three-step course of action for escalating their concerns until they are resolved:

• Verbal complaint. If our customer service representative has not resolved your inquiry or concern to your satisfaction, you have the right to speak to a senior member of staff. The senior staff member will call you back within 48 hours to discuss your concern(s) with you.
• Written complaint. If you are still dissatisfied with the service you have received or the proposed resolution to your complaint, please write, fax or e-mail our Customer Relations Department with the details of your concern:
  United Water
  Attn.: Customer Relations Department
  190 Moore Street
  Hackensack, NJ 07601
  Fax: (201) 525-2325
  E-mail: CustomerRelations@unitedwater.com
  
  We will contact you within five business days to discuss your complaint and work toward a mutually agreeable resolution, and will follow up all discussions with a written response.
• Regulatory complaint. The New Jersey Board of Public Utilities (BPU) monitors United Water's regulated companies. If you are still dissatisfied with our resolution of your concern, you have the right to contact the BPU and file a verbal or written complaint:
  Board of Public Utilities
  Two Gateway Center
  Newark, NJ 07102
  1-800-624-0241
  www.bpu.state.nj.us
  
  The BPU will then communicate with you directly until your complaint is closed.

At United Water we believe it's important for our customers to be well informed on a variety of water-related issues. We can speak to your organization on topics such as water quality, water conservation and xeriscape (conservation) gardening.

• Speaker's Bureau
• Customer Advisory Panel

Our employees have photo identification badges. Always ask to see an employee's identification badge or call us at 732 349 0227 to confirm that we have sent an employee to your home.

United Water Toms River is responsible for:

• maintaining the pipelines and service connections in the street that transport water up to your property line
• installation and maintenance of meters, except for damage by frost, hot water or external causes

The property owner is responsible for:

• household plumbing including hot water heaters
• the service line, pipes and plumbing on your property
• repairs resulting from water leakage on your property
• housing for meters placed outside your home or business
• keeping the meter shut-off valves (on both sides of meter) in proper working order
• protecting the meter and pipes on your property from damage by frost, hot water or external damage

We read meters quarterly or monthly depending upon the size of the meter. Most of our customers have an external device to read the water meter. Our meter readers do not normally need access to your home. Occasionally, we will need access to change your meter or verify an internal meter reading. If you have questions about your meter installation or meter reading, please call our office at 732 349 0227

If you're moving, please call us about one week in advance. If you're an existing customer we'll prepare a final bill. If you're a new customer, we'll open an account in your name.

The New Jersey Board of Public Utilities (BPU) is the state agency that ensures that all utilities provide safe, adequate and reliable service at a reasonable cost. You can bring your concerns to the BPU at any time. However, if you have a question about how we operate, we'd like you to call us first at our toll free number 1 877 565 1456. If you're not satisfied with our answer you can call the BPU at 800 624 0241. You can also write them at New Jersey Board of Public Utilities, Two Gateway Center, Newark New Jersey 07102.

The New Jersey Board of Public Utilities approves rates that are fair for both the customer and our company. Charges for water service cover our costs for collecting, treating, testing, delivering water and maintaining our system. These charges also include items such as labor, purchased water, electricity, chemicals, taxes, depreciation and interest expenses and a reasonable return to shareholders. If you would like a rate schedule call us at our toll free number 1 877 565 1456.

If you need a new water service line installed for a new subdivision, new commercial building or a new house, you will have to provide us with detailed information. Please contact our Engineering Department at 732 349 0227 and we will inform you of what documentation you will need to produce and we will provide you with the necessary forms you need to apply for water service.

A private water utility must be authorized by the state to provide service to its customers. This is done through a tariff that defines how and where the utility can operate. The New Jersey Board of Public Utilities (BPU) is the state agency that regulates how we do business. They also maintain jurisdiction over the terms and conditions of service. This includes rates and charges, initiation and termination of service, billing arrangements and many other items related to how we operate. This process is authorized by the BPU and documented in a tariff, which can only be revised through an action of the BPU.

United Water Toms River's tariff is available online as an Adobe Acrobat pdf. To view or print, please download the free Adobe Acrobat Reader.

Are you ready for the big chill? Winters can be harsh on household plumbing and rough on your wallet should damage occur. Follow the tips below to help protect your pipes and water meter from freezing. Taking these steps now can spare you from being left without water or having to incur expenses for plumbing repairs or damaged furnishings.

• The Big Chill Checklist provides you with important tips to protect your indoor and outdoor plumbing.
• Thawing Frozen Pipes provides you with important tips to deal with weather-related plumbing problems.

As a customer, it's your responsibility to protect your underground service lines, your indoor plumbing and the water meter from freezing. It's also your responsibility to thaw or repair any damage to equipment on your property. United Water is responsible for making repairs to the service line from the water main to the property line.

Please email us.