What happens during the dispute process?

What happens during the dispute process?

While your bill is under review:

  • Your account will be placed in "bill in dispute" status.
  • SWBNO will charge you a fixed rate based on your average monthly bill until the dispute is resolved.
  • No late fees, penalties, or disconnections will occur on the disputed amount.

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      Visit the SWBNO website for detailed information about the dispute process, smart meters, and other customer resources.

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      The Bill Dispute Program is a new initiative designed to help customers resolve issues with their water and sewer bills quickly and fairly. Customers can now dispute inaccurate bills through a third-party firm, Hammerman and Gainer, LLC (HGI), which ...

    • How can I dispute my SWBNO bill?

      To dispute a bill: Contact the third-party firm, HGI, within 30 days of receiving your bill using the contact information provided on your bill or the SWBNO website. Provide all relevant details, including billing history, meter readings, and ...

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      If HGI finds that your meter is malfunctioning, you can opt into fixed-rate billing until the meter is replaced.

    • What is the arbitration process?

      An arbitration team will review the evidence from both sides and make a final decision. The team holds hearings twice a month in each council district, with virtual participation available.