Customer Assistance Programs

We want to keep life flowing for our customers. One way we do that is through our customer assistance programs. If you’re experiencing financial hardship, please reach out. We may be able to assist.

Illinois American Water Income-Based Discount Program

Eligible Illinois American Water residential customers may qualify for a discount of up to 80% on their water and/or wastewater bill through the Income-Based Discount Program.

• Illinois American Water residential customers with a household gross income at or below 300% of the current Federal Poverty Income Guidelines* may receive a discount every month in the form of credit on their water and/or wastewater bill. Eligible customers could receive a discount of 10% to 80%.
• Reference this chart to see if your household meets the current eligibility requirements:

CHART FOOTNOTE: *U.S. Federal Poverty Guidelines are used to determine financial eligibility for certain programs. The current Guidelines were updated in January 2026.

To determine eligibility and apply, customers must contact the program administrator, Dollar Energy Fund, at DollarEnergy.org or call 888-282-6816.

• A discount begins once a customer has been certified by Dollar Energy Fund and the discount is applied to the respective account.
• The discount lasts for 12 months and is not retroactive.
• Eligible customers must recertify annually to continue to receive the discount under the Illinois American Water Income-Based Discount Program.
• Discounts, eligibility, and program terms for the Illinois American Water Income-Based Discount Program are subject to the Illinois American Water tariff and program requirements.

More programs to help keep life flowing:

Payment Arrangements

If you cannot pay your bill by the due date, please contact our customer service center immediately, BEFORE the due date, at 800-422-2782. We will work with you to determine payment plan options that may be available.

Potential offerings include:

• Budget Billing helps make managing your cash flow easier by providing predictable monthly payments and avoiding unplanned seasonal spikes. This plan provides a fixed monthly payment over a period of 12 months based on the customer’s anticipated annual billing. Eligibility includes all Illinois monthly billed residential customers and Illinois non-residential customers with 50 or less employees.
• Installment Plans help residential customers to extend the time you have to pay a past due balance.
• Preferred Due Date enables eligible customers to adjust their due date.
• Medical Emergency Notice helps prevent disconnection if someone living at your home is sick and you provide a medical emergency notice.

H2O Help to Others Program

One-time, supplemental assistance for residential water and/or wastewater customers who would otherwise have trouble paying their bill.

The H2O Help to Others program for Illinois-based American Water customers is supported by donations from the company and from generous customers. The program is administered by select Salvation Army agencies in the company’s service territory.

Any Illinois American Water residential customers who request assistance from The Salvation Army and demonstrate financial need under the criteria established by the Salvation Army are eligible to seek participation in the H2O Help to Others program.

Eligibility

• Must be a residential customer of Illinois American Water.
• Must provide a current copy of a delinquent water and/or wastewater bill to a Salvation Army caseworker.
• Must demonstrate financial need not due to chronic or intentional delinquency.
• The Salvation Army may only assist an individual/family one time per calendar year through this program, with maximum assistance of $100.00 per individual/family toward a delinquent account.
• For more information, contact the Illinois American Water Customer Service Center at 800-422-2782.

How Can You Help?

American Water customers who wish to contribute to the H2O Help to Others Program™ may do so by adding a donation to their Illinois American Water bill payment. Your one-time pledge or recurring donation will be automatically added to your water bill as designated.

How do I apply for H2O Help to Others assistance?

Contact a Salvation Army near you** or contact the American Water Customer Service Center at 800-422-2782.
Click here to view a list of current partner organizations.

**Our team is actively working to identify more partnerships and expand program capacity. If a Salvation Army agency is not close to your residence, we can help connect you to an agency that will consider your request for assistance.