Billing adjustments will be in the form of credits or additional charges to an active account.
When it has been determined that a billing error for water and/or sewer services has occurred, the account may be adjusted for the period of the billing error not to exceed three years from the date the Bureau received notice of the error. The period of a billing adjustment will be based on the date the error occurred as verified by City billing records.
Eligibility for an adjustment on an account will end six months after the date a final bill was issued for that account.
If an account was not billed because the Bureau was not notified of the water user’s responsibility for payment, the Bureau will issue the bill from the date the party became legally responsible for the bill.
Refunds are issued on a case-by-case basis by authorized Customer Service staff. They may be initiated by account holder request or by staff reviews of accounts with credit balances. If an account holder has another account, the credit balance will be transferred to that account.