Paying your water bill in New York City can be frustrating, especially if you think the amount is too high or inaccurate.
Fortunately, you have the right to dispute if you believe there are errors on your NYC water bill or you can’t afford the charges.
This comprehensive guide will provide all the steps needed to contest your water bill charges and hopefully lower the amount owed.
Before we get into the dispute process, the first thing you need to understand your NYC water bill, Reasons to Dispute, and other information. Let us first understand these issues.
Read And Understand The NYC Water Bill
The first thing you should do is read your water bill carefully. Sort the charges into groups and look for any mistakes.
Miscalculated usage, wrong rates, or illegal fees are all common problems. This information will give you strength when you make your case.
It’s essential to carefully read each section of the water bill so you fully understand all the charges. Compare it to previous bills and look up sections you don’t comprehend.
Understanding the fees and your usage is key to disputing the bill confidently.
Find The Root of The Problem Yourself
Check for Leaks or Errors
The first thing to do is thoroughly inspect your plumbing for any leaks that could lead to higher than normal usage and charges.
Check toilets, faucets, showerheads, pipes under sinks, the water meter, and anywhere else water flows. Finding and fixing leaks is one of the easiest ways to reduce a high bill.
Also look at the bill for any glaring errors like charges for services not received, transposed numbers, or double-billing. Pointing out obvious mistakes strengthens your case for a reduction.
Compare Usage to Prior Years
Compare your water usage over the last several years during the same season. Check if it is significantly higher than normal without explanation.
Usage depends on occupancy, appliances, habits, and weather among other factors. If use is higher without cause, it warrants contesting.
Request Meter Inspection
If usage seems excessively high, you can request the water meter be inspected to ensure it is not defective and overcharging.
Leaks between the meter and your building can also sometimes cause this. The city will check it and the meter’s accuracy.
Check for Qualifying Reductions
See if you qualify for any reductions like the Home Water Assistance Program, Multi-Family Water Assistance Program, and low-income household water assistance program which lower bills for those meeting income requirements.
Senior citizens, disabled people, and veterans may also qualify for discounts.
How To Dispute Your NYC Water Bill?
Now that you have a basic understanding of how your water bill is structured, let’s jump into the step-by-step process of disputing it.
Step 1: Review Your Bill in Detail
The first thing to do is to examine your water bill closely. Investigate any outliers, such as excessive use, inaccurate meter readings, or suspiciously high costs.
Don’t forget to write down any questions or concerns you have.
Step 2: Gather Supporting Documents
To formally contest all or part of the bill, you must file an official complaint with the NYC Department of Environmental Protection within 4 years of the charges.
This involves submitting evidence and paperwork that will be reviewed in depth.
Gather all necessary supporting documentation to build a strong case for disputing your water bill. This includes:
- Previous water bills for comparison if you suspect a sudden increase in consumption.
- Any maintenance or repair records that could indicate leaks or other issues.
- Meter reading logs, if you keep them, cross-reference with the billed readings.
- Any photographs or videos that showcase issues like faulty meters or leaks.
Having these documents ready will help you present a clear and compelling case when disputing your bill.
Step 3: Submit a Complaint to DEP Customer Service
Reach out to the NYC DEP customer service to initiate the dispute process. You can contact them by phone, email, or visit their customer service center in person.
Provide them with all the relevant details about your concerns, including your account information, specific discrepancies, and any supporting documentation you gathered.
The DEP will assign a representative to handle your case and guide you through the process.
They may ask for additional information or schedule an inspection, depending on the nature of your dispute.
The Customer Service Call Center of the Department of Environmental Protection (DEP) is your best bet for resolving most billing concerns.
You can connect with them at:
Please download the below important documents for your dispute escalation and a dispute form:
Download the Dispute Resolution Process Overview.
Download the DEP customer dispute form.
Step 4: Submit a Complaint to the Bureau of Customer Service
You may submit a formal complaint to the Bureau of Customer Service if you are unhappy with the decision made by the Customer Service Call Center at:
Step 5: Submit an appeal to the Deputy Commissioner
You may submit a formal complaint to the Deputy Commissioner if you are unhappy with the decision made by the Bureau of Customer Service at:
Step 6: Submit a final written appeal to the Executive Director of the New York City Water Board
If you are still dissatisfied, you can send a written appeal to the New York City Water Board’s Executive Director at:
Step 7: File a Complaint with the Department of Public Service
You can submit a complaint with the Department of Public Service if you and the utility company cannot agree about the problem.
If you have a problem with your regulated utility service in New York State, you can follow the instructions in this guide to file a complaint with the relevant agency.
How to file a complaint with the Department of Public Service?
- Open your browser and go to the https://dps.ny.gov/file-complaint website.
- Scroll down a little on the website and you will see an option that says “File a new complaint“, click on the link.
- On the next page, fill out your contact information. Check the below image for reference.
- Now, fill out the complaint details, and do not forget to select “Water” as a service type.
- Check the “I am not a robot” box and click on “Next“.
- Follow the next screen instruction for filling a complaint with the Department of Public Services.
Other ways to file a complaint with the Department of Public Service
By Telephone
Freephone Numbers for Complaints:
Helpline
Call 800-342-3377 for any questions or comments.
weekdays between the hours of 8:30 am and 4:00 pm
Hotline
Call 800-342-3355 Monday through Friday from 7:30 a.m. to 7:30 p.m. for help turning off your home’s electricity or gas.
Calling 711 will connect you to the New York State Relay Service, which can connect you to the Department of Public Service for customers with hearing or speech impairments.
By Fax
Send your complaints at 518-472-8502 via fax.
By Mail
Send complaints to one of the locations by mail.
Please forward this to the Consumer Services Division, New York State Department of Civil Service
By In-Person
Come by any of the available sites between the hours of 9 am to 3 pm, Monday through Friday (excluding holidays).
Schedule an Inspection (If Required)
In some cases, the NYC DEP may request to inspect your property to investigate the source of the issue.
This inspection can help identify hidden leaks, faulty meters, or any other contributing factors to your high water bills.
During the inspection, make sure to accompany the DEP representative and provide access to the relevant areas of your property.
Cooperation and transparency will aid in resolving the dispute more efficiently.
Step 1: Present Your Case
Once you have presented all the necessary information and any requested inspections, the DEP representative will review your case.
They will consider your concerns supporting evidence, and any relevant regulations or policies in making their decision.
It’s essential to open communication with the representative and promptly provide any further information they request.
This will demonstrate your commitment to resolving the issue and improve the chances of a favorable outcome.
Step 2: Await a Decision
After your case has been thoroughly reviewed, you will receive a decision from NYC DEP.
They will notify you about the outcome of your dispute and any adjustments made to your water bill.
If the decision is in your favor, the necessary adjustments should be reflected in billing cycles.
Step 3: Make Payment Arrangements
While disputing a bill, you still must pay the undisputed amount owed to avoid growing late fees.
For the contested charges, you can set up a deferred payment plan so those can be dealt with after the complaint process finishes.
Wrapping Up
Disputing perceived errors or unfair charges on NYC water bills is a lengthy but worthwhile process if it leads to reductions in the amount owed.
Just be sure to thoroughly document your case and know the proper channels for filing complaints. With persistence and evidence, you have a good chance of lowering your bill.
FAQs: How To Dispute Your NYC Water Bill
Q: Can I dispute my water bill online?
A: Yes, you can dispute your water bill by logging in to your NYC DEP water bill pay online.
Q: How long does the dispute process typically take?
A: The timeline changes, but being aggressive and following up can speed up the process.
Q: What documents should I gather before disputing my bill?
A: Get your detailed bill, any supporting documents, and any messages you’ve had with the DEP that are important.
Q: Do I still have to pay while disputing?
A: You need to keep paying the undisputed amount to avoid late fees. Contested charges can be deferred until after the complaint ruling.