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Focus on the customer
- For NAWC’s water utilities, the customer is the top priority.
- NAWC members demonstrate their customer-first mentality in many ways, from making bill paying easy, to early and often communication about service issues, to sharing conservation tips and tricks to reduce water usage.
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Although water service is affordable for most customers, NAWC members have demonstrated a long-standing commitment to water equity by creating a variety of customer assistance and conservation programs to help customers who struggle to pay their bills.
- At the onset of the COVID pandemic, NAWC members renewed their focus on customers by voluntarily suspending all disconnections for nonpayment.
- Many NAWC members responded to the pandemic by creating new Customer Assistance Programs and/or augmenting existing programs to help struggling customers.
- NAWC believes that a federally funded low-income assistance should become permanent with funding levels that are the same as those provided to assistance programs for electric and natural gas customers.
