Customer Code of Conduct

At WaterOne, we pride ourselves on providing top-of-the-line service to our community. We need your help to sustain an environment that helps foster our award-winning service. Based on our organizational values of quality, integrity, safety, accountability, respect and a belief in kindness, our customer code of conduct establishes standards of behavior that we expect from both WaterOne employees and our customers during interactions. 

We request that interactions with our staff remain respectful. A considerate environment where everyone is treated with respect helps create a smooth and effective problem-solving service experience. It helps us understand your concerns and helps you get the quality of assistance you deserve. 

Unreasonable speech and behavior will not be tolerated at WaterOne, including that which is:

• hurtful: that which can cause physical or emotional harm
• violent: such as threats, physical violence, aggressive remarks
• abusive: including discriminatory remarks, threats, cursing, hateful speech

Unreasonable behavior limits the ability to create effective solutions to problems and helps no one. We are here to work with each other, not against each other. If an interaction escalates, appropriate action will be taken to ensure safety for everyone. This applies over the phone, by email, in person, and on social media. 

You will see us living out our values by:

• Quality: Striving to provide an excellent experience for all by delivering knowledgeable, timely customer service with dignity and respect for one another while upholding the professional standards of our team.   
• Integrity: Being truthful, professional, and transparent in all interactions and activities, communicating clearly and calmly, free of aggression. 
• Safety: Speaking and behaving with mindfulness and empathy to the physical and psychological safety of others, refraining from threats and physical or verbal violence and steering away from words and actions that cause physical or emotional harm.
• Accountability: Holding ourselves and each other responsible for consistency with these values. We take responsibility for our own actions and behavior. Problem-solving is a team effort that requires mutual accountability. 
• Respect:  Engaging in a professional and socially responsible manner. We respect your feedback, letting us know when there is something we can improve upon. In fact, we encourage it. We want to make every interaction with our customers the best it can be, and your feedback is essential to this process.

In practicing Kindness, we strive for the Platinum Rule – “Do unto others as they would want to be done unto them.” It is important to recognize that empathy for one another and a mindset of diversity are needed to show true kindness to one another. 

Thank you for joining us in the commitment to treat one another with dignity to one another.