Customer Bill of Rights

Our Service Commitment


Water is essential to the vitality of our community. Sweetwater Authority (Authority) is committed to providing our customers with reliable and high-quality water, along with prompt, consistent, and easily accessible customer service. We approach our business practices in a collaborative way with the interests and needs of our customers in mind. We provide our services in a safe, efficient, and cost-effective manner that is sustainable and environmentally responsible.

Customer Bill of Rights

Reliable and High-Quality Water
Customers have the right to:
  • Safe, affordable, and reliable water that meets or exceeds mandated water quality standards.
  • Have a water quality complaint, water pressure concern, or water system leak promptly and thoroughly investigated and addressed.
  • Access water quality information at any time on the Authority’s website.
  • Sufficient and readily available water to fight fire in any neighborhood or business area.
  • An open and easy-to-understand water service installation process. 
Professional Customer Service, Convenient Access, and Efficient Operations
Customers have the right to:
  • Courteous, honest, empathetic, and respectful service.
  • Consistent service among all customers.
  • Easy access to Authority services and information, without social or language barriers.
  • Prompt response to questions or concerns.
  • Convenient hours for service and public meetings.
  • A variety of means for public participation and input.
  • Request and inspect public records held by the Authority pursuant to the California Public Records Act. 
  • Clear, accurate, and reliable information.
  • A fair and efficient process to resolve complaints and disputes.
  • An easily understandable explanation of their water bill.
  • Efficient and respectful treatment when experiencing difficulties paying the water bill, including: 
    • Multiple advance notices prior to discontinuance of water service
    • A payment plan option or adjustment, subject to certain conditions
    • Restoration of water service within 24 hours, when the cause for the shutoff (e.g., nonpayment) has been resolved.
  • An organization that operates by sound policies in the areas of governance, board conduct, district finances, transparency, reserves, and complies with all laws.
It is the Authority’s goal to provide high quality customer service, and Authority staff are bound by and must enforce all applicable laws, the Authority’s Rates and Rules and Authority Design Standards. This Customer Bill of Rights is not intended to, does not, and should not be implied to create any legal rights or remedies beyond those set forth in the law. Service levels may vary under emergency, unusual, or disaster conditions.