Last Updated: January 10, 2022
What Information Do We Collect?
We may collect certain identifying information from or about you in connection with your use of or submissions to the Site (collectively, the “Collected Information”). For example, if you request information through the Site, you may submit to us your name and contact information, such as your email address, mailing address, or telephone number. If you access your account or pay your bill through the Site, you may also provide information such as your account number, credit card information and bank account information. If you inquire about or apply for a job with American Water Resources through the Site, you may provide us with information on your educational background, employment history or current or previous compensation.
In addition to the types of information we may collect, American Water Resources may retain the content of and metadata regarding any correspondence between you and American Water Resources or our representatives, regardless of the mode of communication by which such correspondence was made. This information helps us improve the Site and the online media, content, materials, opportunities and services that we feature or describe on the Site and to more effectively and efficiently respond to both current and future inquiries.
While some aspects of the Site may provide information that is intended for children, we do not knowingly or intentionally collect personal or identifying information from children. We strongly recommend that children get their parent or guardian’s consent before providing any personal information. If you are under the age of 18, please use our Site only with the involvement of a parent or guardian.
How Do We Use The Information That We Collect?
With Whom Do We Share Information That We Collect?
As American Water Resources continues to grow and develop its business, it is possible that its corporate structure might change or that it might merge or otherwise combine with another company. In any such transaction, customer information should be expected to be one of the transferred business assets.
What Choices Do You Have?
When corresponding with American Water Resources or our representatives or making a request for information or otherwise interacting with us through the Site, you choose what information to supply, what questions to pose and comments to make, whether you wish to receive further information and by what method of communication such information should be delivered. Please take care to share only such information as is needed or that you believe is appropriate.
How Do We Protect Information Collected About You?
Who Can You Contact For More Information?
If you have any questions or suggestions about the Site, American Water Resources or our products, services, or privacy practices, please contact us at the numbers or address given below.
Please Note: American Water Resources has selected American Water Works Company, Inc. to be its service provider for privacy and security related questions. You may contact us using the numbers or address given below.
American Water Works
Attn: Enterprise Security
1 Water Street
Camden, NJ 08102
AMERICAN WATER RESOURCES CALIFORNIA PRIVACY NOTICE
Effective Date: January 1, 2020
This Notice covers the collection, use, disclosure and sale of California Consumers’ “Personal Information” (“PI”) as defined by the CCPA, except to the extent such PI is exempt from the notice obligations of the CCPA. This Notice also covers rights California Consumers have under the CCPA, as well other notices to Californians required by other laws. Publicly available information is not treated as PI under the CCPA, so this notice is not intended to apply to that data and your Consumer privacy rights do not apply to that data.
To aid in readability, in some places we have abbreviated or summarized CCPA terms or language, but a full copy of the CCPA is available here for your review, and in some places in this Notice we cite and/or link to specific CCPA sections for your reference. Terms defined in the CCPA that are used in this Notice shall have the same meaning as in the CCPA.
CALIFORNIA PRIVACY RIGHTS
The CCPA is a new law and there remain differing interpretations of it and the regulations that implement it. Accordingly, American Water Resources may, from time-to-time, update information in our notices regarding our data practices and modify the methods or means for you to make requests and how we respond to such requests, and/or supplement our response(s) to your requests, as we continue to develop our compliance program to reflect the evolution of the law and our understanding of how it relates to our data practices.
We provide California Consumers the privacy rights described in this section. You have the right to exercise these rights via an authorized agent who meets the agency requirements of the CCPA and related regulations. To access or delete specific pieces of personal information we will need to verify your identity to the degree of certainty required by law. You must use the Third Party Authorization form available on our website to authorize third parties to make an access or deletion request on your behalf. As permitted by the CCPA, any request you submit to us is subject to an identification and residency verification process (“Verifiable Consumer Request”). We will not fulfill your CCPA request unless you have provided sufficient information for us to reasonably verify you are the Consumer about whom we collected PI. Please follow the instructions below for Consumer Rights Requests and responses to any follow up inquires we may make.
Some PI we maintain about Consumers is not sufficiently associated with enough PI about the Consumer for us to be able to verify that it is a particular Consumer’s PI when a Consumer request that requires verification pursuant to the CCPA’s verification standards is made (e.g., clickstream data tied only to a pseudonymous browser ID). As required by the CCPA, we do not include that PI in response to those requests. If we cannot comply with a request, we will explain the reasons in our response. You are not required to create an account with us to make a Verifiable Consumer Request, but you may use your account to do so. We will use PI provided in a Verifiable Consumer Request only to verify your identity or authority to make the request and to track and document request responses, unless you also gave it to us for another purpose.
We will make commercially reasonable efforts to identify Consumer PI that we collect, process, store, disclose and otherwise use and to respond to your California Consumer privacy rights requests. In some cases, particularly with voluminous and/or typically irrelevant data, we may suggest that you receive the most recent or a summary of your PI and give you the opportunity to elect whether you want the rest or not. We reserve the right to direct you to where you may access and copy responsive PI yourself. We will typically not charge a fee to fully respond to your requests; provided, however, that we may charge a reasonable fee, or refuse to act upon a request, if your request is excessive, repetitive, unfounded or overly burdensome. If we determine that the request warrants a fee, or that we may refuse it, we will give you notice explaining why we made that decision. You will be provided a cost estimate and the opportunity to accept such fees before we will charge you for responding to your request.
Consistent with the CCPA and our interest in the security of your PI, we will not deliver to you your social security number, driver’s license number or other government-issued id number, financial account number, an account password, or security questions or answers in response to a CCPA request; however, you may be able to access some of this information yourself through your account if you have an active account with us.
Your California Consumer privacy rights are as follows:
A. Information Rights:
You have the right to send us a request, no more than twice in a twelve-month period, for any of the following for the period that is twelve months prior to the request date:
- The categories of PI we have collected about you.
- The categories of sources from which we collected your PI.
- The business or commercial purposes for our collecting or selling your PI.
- The categories of third parties to whom we have shared your PI.
- The specific pieces of PI we have collected about you.
- A list of the categories of PI disclosed for a business purpose in the prior 12 months, or that no disclosure occurred.
- A list of the categories of PI sold about you in the prior 12 months, or that no sale occurred. If we sold your PI, we will explain:
- The categories of your PI we have sold.
- The categories of third parties to which we sold PI, by categories of PI sold for each third party.
To make a request, please use the link at the bottom of this page. You may also call us Toll Free at 1-844-599-4625 if you are an American Water Resources d/b/a American Water Resources Insurance Services customer or customer prospect in California. For your specific pieces of information, as required by the CCPA, we will apply the heightened verification standards set forth in subsection (ii) below.
Please note that PI is retained by us for various time periods, so we may not be able to fully respond to what might be relevant going back 12 months prior to the request.
B. Obtaining Copies of PI:
You have the right to make or obtain a transportable copy, no more than twice in a twelve-month period, of your PI that we have collected in the period that is 12 months prior to the request date and are maintaining. To make a request, please use the link at the bottom of this page. You may also call us at Toll Free at 1-844-599-4625 if you are an American Water Resources d/b/a American Water Resources Insurance Services customer or customer prospect in California.
Please note that PI is retained by us for various time periods, so we may not be able to fully respond to what might be relevant going back 12 months prior to the request.
C. Do Not Sell:
You have the right to request we not sell your PI. We do not sell PI as those terms are currently defined by the CCPA, but as a courtesy we are providing you the option to register your opt-out preferences here: Customer Privacy in the event we should do so in the future. For more information on how to exercise your do not sell rights, please use the form at the bottom of this page. You may also call us at Toll Free at 1-844-599-4625 if you are an American Water Resources d/b/a American Water Resources Insurance Services customer or customer prospect in California. Data practices of third-party cookies and tracking devices associated with our websites and mobile apps may constitute a “sale” of your PI as defined by the CCPA. You can exercise control over browser-based cookies by adjusting the settings on your browser. In addition, third party tools enable you to search for and opt-out of some of these devices, such as the Ghostery browser plug-in available at https://www.ghostery.com/. We do not represent that these third-party tools, programs or statements are complete or accurate.
If you are 16 years of age or older, you have the right to direct us to not sell your PI. We do not knowingly sell the PI of Consumers we know are under 16 unless we receive an opt-in from the Consumer who is at least 13 but under 16, or from the parent or guardian of a Consumer younger than 13. Consumers who opt-in to PI sales may opt-out at any time. If you think we may have unknowingly collected PI for sale of yourself or of your child under the age of 13, or if you are at least 13 but under 16, exercising the opt-out will stop our selling of the PI.
Except to the extent we have a basis for retention under CCPA, you may request that we delete your PI that we have collected directly from you and are maintaining. Our retention rights include, without limitation, to complete transactions and service you have requested or that are reasonably anticipated, for security purposes, for legitimate internal business purposes, including maintaining business records, to comply with law, to exercise or defend legal claims, and to cooperate with law enforcement. Note also that we are not required to delete your PI that we did not collect directly from you. To make a request, please use the link at the bottom of this page. You may also call us Toll Free at 1-844-599-4625 if you are an American Water Resources d/b/a American Water Resources Insurance Services customer or customer prospect in California.
E. Non-Discrimination and Financial Incentive Programs:
We do not provide customers with financial incentive programs, however, should our practices change, we will not discriminate against you in a manner prohibited by the CCPA because you exercise your CCPA rights. However, we may charge a different price or rate, or offer a different level or quality of goods or services, to the extent that doing so is reasonably related to the value of the applicable data. In addition, we may offer you financial incentives for the collection, sale and retention and use of your PI as permitted by the CCPA that can, without limitation, result in reasonably different prices, rates, or quality levels. The material aspects of any financial incentive will be explained and described in its program terms.
Please note that participating in incentive programs is entirely optional, you will have to affirmatively opt-in to the program and you can opt-out of each program (i.e., terminate participation and forgo the ongoing incentives) prospectively by following the instructions in the applicable program description and terms. We may add or change incentive programs and/or their terms by posting notice on the program descriptions and terms linked to above so check them regularly.
F. Our and Other’s Rights:
Notwithstanding anything to the contrary, we may collect, use and disclose your PI as required or permitted by applicable law and this may override your CCPA rights. In addition, we need not honor any of your requests to the extent that doing so would infringe upon our or any other person or party’s rights or conflict with applicable law.
ADDITIONAL CALIFORNIA NOTICES.
In addition to CCPA rights, certain Californians are entitled to certain other notices, including:
A. Third Party Marketing and Your California Privacy Rights:
California’s “Shine the Light” law permits California residents to request certain information regarding our disclosure of PI to third parties for their own direct marketing purposes. Separate from your CCPA “Do Not Sell” rights you have the following additional rights regarding disclosure of your information to third parties for their own direct marketing purposes:
We may from time to time elect to share certain “personal information” (as defined by California’s “Shine the Light” law) about you with third parties for those third parties’ direct marketing purposes. California Civil Code § 1798.83 permits California residents who have supplied personal information, as defined in the statute, to us to, under certain circumstances, request and obtain certain information regarding our disclosure, if any, of personal information to third parties for their direct marketing purposes. If this applies, you may obtain the categories of personal information shared and the names and addresses of all third parties that received personal information for their direct marketing purposes during the immediately prior calendar year (e.g. requests made in 2019 will receive information about 2018 sharing activities). To make such a request, please provide sufficient information for us to determine if this applies to you, attest to the fact that you are a California resident and provide a current California address for our response. You may make this request by contacting us at Privacy@amwater.com, or in writing at: 1 Water Street, Camden, NJ 08102 (Attention: Legal Counsel) . Any such request must include “California Privacy Rights Request” in the first line of the description and include your name, street address, city, state, and ZIP code. Please note that we are only required to respond to one request per Consumer each year, and we are not required to respond to requests made by means other than through the e-mail address or mailing address provided in this Policy.
As these rights and your CCPA rights are not the same and exist under different laws, you must exercise your rights under each law separately.
B. Online Privacy Practices:
C. Tracking and Targeting:
D. California Minors:
Although our online service(s) are intended for an audience over the age of 18, any California residents under the age of eighteen (18) who have registered to use our online services, and who posted content or information on the service, can request removal by contacting us Privacy@amwater.com detailing where the content or information is posted and attesting that you posted it. We will then make reasonably good faith efforts to remove the post from prospective public view or anonymize it, so the minor cannot be individually identified to the extent required by applicable law. This removal process cannot ensure complete or comprehensive removal. For instance, third parties may have republished or archived content by search engines and others that we do not control.
For more information on your California privacy rights, you may contact us at:
American Water Works
Attn: Enterprise Security
1 Water St
Camden, NJ 08102
Please Note: American Water Resources has selected American Water Works Company, Inc. to be its service provider for privacy and security related questions. You may contact us using the numbers or address given above.
AMERICAN WATER RESOURCES COLLECTION OF PERSONAL INFORMATION
A. PI We Collect
American Water Resources and its affiliates may collect, retain, use and disclose PI about California Consumers. Such PI includes Identifiers , Personal Record , Personal Characteristics or Traits , Customer Account Details / Commercial Information , Internet Usage Information , Geolocation Data , Sensory Data  and Inferences from PI Collected .
As permitted by applicable law, we do not treat deidentified data or aggregate consumer information as PI and we reserve the right to convert, or permit others to convert, your PI into deidentified data or aggregate consumer information. We have no obligation to re-identify such information or keep it longer than we need to respond to your requests. This helps us practice data minimization, which we consider to be a privacy best practice consistent with our mission to respect our customers.
B. Sources of PI
We may collect your PI directly from you or from service providers, vendors and suppliers, our affiliates or other individuals and businesses, as well as public sources of data such as government databases. For more specifics tied to each category of PI, see the chart in Section D.
C. Business or Commercial Purposes for PI Collection , Disclosure and Sharing of PI
Generally, we collect, retain, use and disclose your PI to provide you services and as otherwise related to the operation of our business. For more specific detail on our collection of PI, and the purposes therefore, see the chart in Section D.
As more fully detailed in the chart in Section D, we may collect, use and disclose the PI we collect for one or more of the following business purposes, pursuant to and in compliance with the corresponding CCPA sections:
- Processing Interactions and Transactions (§1798.140(d)(4));
- Managing Interactions and Transactions (§1798.140(d)(1));
- Performing Services (§1798.140(d)(5));
- Research and Development (§1798.140(d)(6));
- Quality Assurance (§1798.140(d)(7));
- Security (§1798.140(d)(2)); and
- Debugging (§1798.140(d)(3)).
We may share PI with our service providers, other vendors (including those that facilitate interest-based and other advertising and marketing), affiliates, and/or third parties. We may also collect, use and disclose your PI as required or permitted by applicable law.
 As defined in CCPA §1798.140(o)(1)(A)
 As defined in CCPA §1798.140(o)(1)(B)
 As defined in CCPA §1798.140(o)(1)(C)
 As defined in CCPA §1798.140(o)(1)(D)
 As defined in CCPA §1798.140(o)(1)(F)
 As defined in CCPA §1798.140(o)(1)(G)
 As defined in CCPA §1798.140(o)(1)(H)
 As defined in CCPA §1798.140(o)(1)(K)
Subject to the restrictions and obligations set forth in the CCPA, our vendors may also use your PI for some or all of the above-listed business purposes. Also, our vendors may themselves engage service providers or subcontractors to enable them to perform services for us, which sub-processing is, for purposes of certainty, an additional business purpose for which we are providing you notice.
Notwithstanding anything to the contrary in our other privacy notices, we typically restrict use of your PI that is governed by the CCPA’s Consumer rights provisions and is shared with our vendors to business purposes, or we treat such disclosures as sales of your PI, as defined by the CCPA, subject to your Do Not Sell rights. For more information on how to exercise your do not sell rights, please use the form at the bottom of this page. You may also call us Toll Free at 1-844-599-4625 if you are an American Water Resources d/b/a American Water Resources Insurance Services customer in California.
If we share your PI at your direction, that is not a sale. Also, disclosures amongst the entities that constitute American Water Resources as defined above are not a sale.
D. Summary of PI we collect, the sources, purpose and parties with whom we may share PI
|Category of PI||Examples||Sources of PI||Business or Commercial Purposes for PI Collection, |
Disclosure and Sharing
|Category of third parties with which the PI is shared, if shared|
|Identifiers||This may include, but is not limited to: a real name, alias, postal address, unique personal identifier, online identifier, Internet Protocol address, email address, account name, or other similar identifiers.|| On our Site, calls to our Call Centers , interactions with Field Service Representatives,|
interactions with independent contractors servicing your claim, enrollment forms via direct mail, mergers and acquisitions
|This information is used for general business purposes, including creating, maintaining, customizing and securing your account with us. It is also used for providing customer service, improving our products and services and marketing.||Service Providers, city utility partners|
|Personal Records||This may include information such as: physical characteristics or description, signature, telephone number, education, employment, employment history, insurance policy number, bank account number, credit card number, debit card number, or any other financial information medical information, or health insurance information.||On our Site, calls to our Call Centers , Surveys, interactions with Field Service Representatives, interactions with independent contractors servicing your claim, enrollment forms via direct mail, mergers and acquisitions||This information is used for general business purposes, including creating, maintaining, customizing and securing your account with us. It is also used for providing customer service, improving our products and services and marketing||Service Providers, city utility partners|
|Personal Characteristics or Traits||This may include, but is not limited to: sex, marital status, religion, veteran status, familial status, race, disability, gender identity, and creed.||Calls to our Call Centers, surveys, interactions with independent contractors servicing your claim||This information is used for general business purposes, including creating, maintaining, customizing and securing your account with us. It is also used for providing customer service||Service Providers|
|Customer Account Details / Commercial Information||This may include, but is not limited to: records of personal property, products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies.||On our Site, calls to our Call Centers||This information is used for general business purposes, including creating, maintaining, customizing and securing your account with us. It is also used for providing customer service and marketing||Service Providers|
|Internet Usage Information||This may include, but is not limited to: browsing history, search history, and information regarding your interaction with an Internet Web site, application, or advertisement.||On our Site||This information is used for internet browsing analytics||Internet service providers|
|Geolocation Data||This may include, but is not limited to: precise physical location or movements and travel patterns.||Meter installations||This information is used for general business purposes, including locating your water meter to provide service||Service Providers|
|Sensory Data||This may include, but is not limited to: audio recordings of customer care calls, electronic, visual, thermal, olfactory, or similar information.||Calls to our Call Centers, interactions with independent contractors servicing a customer claim||This information is used for general business purposes, including creating, maintaining, customizing and securing your account with us. It is also used for providing customer service||Service Providers|
|Inferences from PI Collected||This may include, but is not limited to: creating a profile about a Consumer reflecting the Consumer’s preferences, characteristics, psychological trends, preferences, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.||On our Site, Meter consumption data||This information will be used for internet browsing analytics in order to provide a better web and customer experience. It is also used to provide customer water meter alerts in near real time||Service Providers|
The Customer Privacy website is NOT for customer support or service requests.
FOR CUSTOMER SUPPORT PLEASE USE OUR ONLINE CONTACT FORM TO SUBMIT YOUR QUESTION.