Customer Rights and Steps of Action

Jefferson Utilities’ staff takes customer relationships extremely seriously and want to help you in any way we can. If a customer has a question, concern or complaint about any part of their water service, the customers first steps are to contact our office. Our office phone number is 304-728-2077 from Monday through Friday (8 am to 5 pm) or through email at

Jefferson Utilities’ staff is here to assist you until you are satisfied. All answers may not be what our customers want to hear but we will give you all the information we have. Our staff’s first step will be to work through the problem or question over the phone.  If the issue can not be completely solved over the phone, our staff’s second step will be to issue out a service work order for the service location.  This step could take up to 3 business days depending on scheduling.  Once the work order is turned back into the front office, our staff will contact the customer to relay the findings in the third step.

If the customer is unsatisfied with the results of steps 1-3, the customer can call back in to the Jefferson Utilities office and speak to the General Manager.  If the customer is still unsatisfied with the results, the next step is contact the Public Service Commission of WV. The technical staff with the PSC will assist further and contact the utility to investigate into the issue in more detail.  This step is well within your right as a consumer for any utility service you pay for.

The Public Service Commission Contact Information is 201 Brooks Street, Charleston, WV 25301 and their office line is 1-800-344-5113.