The Regional Water Authority is aware of the issues that are noted on SeeClickFix. We are sorry for the frustration and inconvenience callers have experienced when calling the Authority.

Most of our service degradation has stemmed from the new customer information and billing system that we installed in the fall of 2010. We expected challenges associated with implementing the new system but we became aware of issues after implementation that significantly contributed to our call wait times.

We take our customer comments seriously and are working hard to correct system issues. We recently hired three new customer service representatives and are supplementing our work force with temporary personnel as necessary. In July we will be offering callers new automated options when wait times are extended and a representative may not be readily available to speak with a customer.

We want to thank our customers for their patience and are truly sorry for the frustration and inconvenience you may have experienced when calling the Regional Water Authority.

Thanks for acknowledging that yo need to do better. My issue is still unresolved and your comment does little to resolve my matter. Having a monopoly allows for this type of unaccountable behavior.

I hope when a customer has a hardship your corporation will cut them some slack, as we the customer, are powerless and are forced to cut the RWA some slack. Additionally, RWA wants to be paid on time and charges customers for untimeliness in terms of meter removal, late payment etc.......perhaps, until you get your affairs in order, you should be giving customers the same courtesy we are giving you?????.

i've given up on trying to contact anyone there via phone. I have better things to do than wait around for 20+ minutes on an idiotic system. Then the person on the other end is shocked at my frustration?
You've had since 2010 to fix this??!?
NO slack to us from them, means no slack TO them.
RWA this is inexcusable. Fix it NOW.

I agree - this is no excuse and the ATTEMPTS made by the RWA have done NOTHING- .

I will be putting in my complaint to the DPUC and HOPEFULLY WILL BE ABLE TO drag the whole RWA up for a hearing because its needed. RWA Your excuses are just that. I still can't pay online- can't pay by credit card and can't speak with a customer represenative. Yet you charge me for a late payment. I have gone back to writing checks for you to process and I now send 3 checks for 1/3rd of the amount of my bill. Hope that slows you down. I subscribe to pipesafe and now have doubts you can continue to handle those issues as well.

INEXCUSABLE FOR A PUBLIC UTILITY TO ALLOW THIS SYSTEWM TO CONTINUE THIS WAY.

TO RWA
You should try to make a payment and/or call yourselves before trying to say you understand your customer's frustrations.
I have patience and have waited 30 minutes or more several times over the last 8 monthsonly to be called back 2 weeks later to hear a message that says RWA called when the question I left with the service was "Did you get my payment?"

Beyond Frustrating- whats worse is you admit this has been ongoing since 2010 !!!

if you paid by check, your bank will have the cancelled check. the money will also clear your account. Very easy to know if payment was received...don;t wait until the last minute, don't pay my money order. Be responsible and proactive, not reactive.

RWA is not like other utilities. It is the only utility that can put a lien on your house and even foreclose on it for unpaid bill.

It is imperative therefore that it have the confidence of its customers so they do not have to worry if their payments will be recognized.

The anxiety over an unacknowledged water bill payment is exponentially more than an unacknowledged electric payment. RWA's enormous power needs to be accompanied by excellent accountability and integrity. It needs to have the full faith of property owners.

ANON RIGHT ON please contact the DPUC.

To Joe Schmoe: I was refering to paying online.
You are correct about the check and I agree on being proactive but Paying late isn't the issue here.

I have converted all my bill paying to this PAPERLESS method. But when I go to pay at the RWA site, usually 10-14 days in advanve of the due date, the RWA site states there is a problem processing my payment and to call the office.
Its the response of THEIR direction that is the issue. Why direct a customer to call the office and leave them on hold for 45min or more , then call you back 2 weeks later to say they called.
This is how they have been doing business since last year. I also have pipesafe which uses the same phone # and I pay for xtra for that service. Do I like being left on hold to someone I pay for service?? no

I now cough up the extra $.044 and trek to a mailbox to pay my bill old school style with paper. Somebody's got to keep the Post Office in business !! lol

I'm still waiting for my call back

I see the RWA doesn't have a reply comment. Maybe they'll call me back next week at 11am while I'm working and tell me they called.

Please disconnect the two wires that lead to your meter so they can't get a wireless reading from the street and when you get an estimated bill dispute it writing and request a hearing. If enough people do it may it will bog them down enough to force them to fix there customer service fiasco.

Make it hard for me I make it for you !!

THE CALL BACK DOES NOT WORK CORRECTLY......I SENT THE RWA THIS EMAIL.......THE SAGA CONTINUES

Your system called me back on my cell phone and then put me on hold for 20 minutes....at which point I hung up.

this is the third time I called in about the same issue.

Your system did not recognize my telephone number when I called back and it said the wait time would be over and hour.

I just wanted to share my story........this is not the first time I have had a problem with your call back system. Last week the system said it would call me back in 15 minutes and it never called.....I was not at all surprised by that fact.

Please call me back to discuss my various accounts

Still trying to resolve an issues....faxed info 10/12/2011....made 10-15 follow up calls...OMG!

I got a call back from a supervisor after submitting my issue to their website.

Thank you Mary-Ann from the RWA!!!!!!!!!!!

Case closed....I hope this doesn't happen again. I think I will saver her telephone number. Calling the main number 203.562.4020 will be my second call next time!

Thanks See Click Fix!!!!!!!!!!