Customer Rights

The Pennsylvania General Assembly passed, and the Governor signed, Act 65 in December 2017. This act granted the Public Utility Commission oversight of the Pittsburgh Water and Sewer Authority (PWSA). Effective April 1, 2018, PWSA transitioned to oversight by the PA PUC with respect to customer service, operations performance, and ratemaking. 

The transition to PA PUC oversight offers PWSA customers new consumer protections and opportunities as outlined under the Responsible Utility Customer Protection Act. A description of the protections in the Act are outlined in the Responsible Utility Customer Protection Act.

In addition, you can find the regulations regarding Standards and Billing Practices under the oversight of the PA PUC, outlined in Your Rights and Responsibilities as a Utility Consumer.

The Medical Certificate Guidance provides information for customers and medical professionals regarding submitting medical certificates to public utilities to avoid termination of service or to restore service. A medical certificate form is also available here

Special protections are available for any applicant or customer who provides PWSA with a copy of a Protection From Abuse (PFA) court order or any other court order that contains clear evidence of domestic violence. Please review our Domestic Violence Victims' Rights flyer for more information. 

If you are a tenant in a multi-unit residential dwelling unit facing termination due to your landlords' non-payment, you have the right to maintain service. For more information about your rights, please review our Rights of Tenants in Multi-Unit Residential Dwellings flyer. 

Customer Service under the Pennsylvania Public Utility Commission (PA PUC)

  1. Your first point of contact when dealing with a billing issue, reporting a leak, or asking a general question about your service is still Customer Service at or 412-255-2423 (Press 5).
  2. PWSA has an obligation to help you with your issue to ensure that you are satisfied with our resolution.
  3. If you are not satisfied, PWSA has three (3) days to attempt to ensure your satisfaction.
  4. If you are unsatisfied, PWSA’s internal Compliance Group will attempt to resolve your complaint within thirty (30) days.
  5. If you are still not satisfied, you may open a complaint with the PA PUC.
  6. You may not open a complaint with the PA PUC until you have contacted PWSA Customer Service and worked with us to resolve the matter.

Contact the PA PUC

Pennsylvania Public Utility Commission (PA PUC)
Post Office Box 3265
Harrisburg, PA 17105-3265
Phone: 1-800-692-7380