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Quality You Can Count On Turn on any faucet in town and you get the same thing…high quality, dependable water service. We care about our customers – young and old – now and in the years ahead.

Everyone is responsible for delivering excellent service to our customers. SAWS has 325,944 water customers, 354,878 wastewater customers, 29 heating and cooling customers, and 53 recycled water accounts.

Our highest priorities are to provide a reliable, high-quality product at an affordable rate, to make it easier for our customers to do business with us, and to be sensitive to customers in need.

Convenience
More customers are choosing to pay their water bill online via the Internet. In fact, www.saws.org was our largest customer service “location” last year with more than 200,000 transactions and nearly $15 million in processed bill payments.

Additionally, SAWS has nearly doubled the number of convenient “pay stations” located throughout the city. We offer 132 locations that accept in-person payments through local grocery stores and bank branches.

Responsiveness
SAWS operates a 24-hour emergency call center every day of the year. Through our hotline, 704-SAWS, customers can report main breaks and problems with service. In order to reduce wait time for customers who call for assistance we added 25 new customer service positions.

Customer service representatives, like Kellie Jo, professionally serve our customers in person, on the telephone or online.

Revenue Protection
In 2005 SAWS launched an aggressive water audit program to ensure our customers are not overcharged and to find billing errors that result in lost revenues. The integrity of our billing system is important to our commitment to future rate stability.

Affordability
To assist our financially-challenged customers we offer a variety of innovative, financial assistance programs. Last year SAWS assisted between 15,000 - 20,000 ratepayers each month, investing more than $1 million in these programs:

• Project Agua
• Senior Citizen Billing Program
• Disability Billing Program
• Plumbers to People
• Affordability Discount

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