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 WaterCustomers 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.
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.