Your Rights & Responsibilities

As a customer of Missouri American Water, you have the right to know how to get the best service from your water utility. We recognize the trust you place in us to provide high quality, reliable drinking water. It is a responsibility that defines what we do as your local water company. Good water service goes beyond providing high quality water. From starting up service to providing bill payment options to answering questions 24 hours a day, 7 days a week - our goal is to keep you informed of the services we provide and your rights and responsibilities as a customer.

Your Right to High-Quality Drinking Water
You have the right to expect high quality drinking water every time you turn on your faucet. Our employees conduct an extensive treatment and monitoring program to ensure your water meets all state and federal drinking water regulations. Our Consumer Confidence Reports will help you learn more about water quality in your community.

Starting and Stopping Water Service
You can start or stop your water service online or by calling our 24-hour Customer Service Center at 1.866.430.0820. Following your application for service, we will make a service call to read the meter and will start your billing with an actual meter reading. An adult should be at the property when our service representative turns on the water.

Missouri American Water Employees
Missouri American Water employees carry company identification cards. In addition, many wear uniforms and use vehicles and equipment which are marked with the Missouri Water name and logo. If you want to verify that someone is a Missouri American Water employee, please ask to see their identification card.

Water Lines and Water Meters - Your Responsibilities and Ours
In St. Louis County and Jefferson City, Missouri American Water is responsible for installing and maintaining water meters and the distribution main in the street. The customer is responsible for the service connection from the main to the premise, any valves along that service line and the outside meter boxes and lids.
In our other service areas, Missouri American Water is responsible for maintaining the distribution main in the street, the service connection from that main to the customer's property line and the installation and maintenance of the water meter and meter box.

Throughout Missouri, the customer is responsible for all other water pipes, such as home plumbing systems and the service line from the home to the curb stop or property line.
When the meter is located inside your home or business, you have the responsibility to keep your meter accessible and properly protected from severe cold or heat. We ask our customers to keep the meter free from obstructions, restrain pets and remove obstacles that would prevent the meter reader from reading the meter.
You may be charged for repairs if your meter freezes, bursts or is damaged due to neglect on your part. It is unlawful to tamper in any way with the operation of your water meter.

Reading Your Meter
Most Missouri American Water meters are located outside in the yard or inside, with a remote reading device located on the house. If your meter is located in your basement and you do not have a remote reading device outside your home, an adult must be home to allow the meter reader to take a reading. If the meter reader cannot gain access to the meter, he or she will leave you a card to record your reading. If you call us with your reading by the due date, your bill will be more precise because it will be based on an actual reading, not an estimate. We are required by law to take an actual reading at least once every two years.
If you would like to have a remote reading device installed, call our Customer Service Center at 1.866.430.0820.

Your Water Bill
Your water bill is made up of a fixed service charge and a water consumption charge. The fixed service charge is based on the size of your water meter. The consumption charge is based upon the amount of water you used during the billing period. If you have questions about your bill, Missouri American Water is here to help.

Estimated Bills
We make every effort to obtain an actual meter reading, from which we calculate your bill. However, there are times when adverse weather or other circumstances prevent us from obtaining an actual meter reading. When an actual meter reading is not taken, you will receive a bill marked “estimated.” The difference between the estimated bill and the actual usage is automatically adjusted on your bill following the next actual meter reading.

Avoiding a Late Payment Charge or Disconnection of Service
Water bills are due ten days after the billing date. If payment is not received within 21 days, the account is considered delinquent.
If you are having difficulty paying your bill, please contact our Customer Service Center immediately at 1.866.430.0820. We may be able to plan a payment arrangement or payment assistance. {5}

If You Have Any Questions
Our customer service team is ready to help you with any questions you have about your water service. You can call toll-free at 1.866.430.0820, 24 hours a day, seven days a week. We work to resolve your issue quickly and courteously.If you feel that we have not responded to your inquiry in a satisfactory manner, you have the right to request that the Missouri Public Service Commission (PSC) review the unresolved dispute. You can contact the PSC at 1.800.392.4211.
If you have questions about your rights as a customer, please contact our 24-hour Customer Service Center at 1.800.422.2782.

Missouri Public Service Commission Governor Office Building
200 Madison Street
PO Box 360
Jefferson City, MO 65102-0360 1.800.392.4211