General
Where can I get more information about the Bill Dispute Program and smart meters?
Visit the SWBNO website for detailed information about the dispute process, smart meters, and other customer resources.
How can I avoid high water bills?
Conserve water by fixing leaks, using water-efficient appliances, and following SWBNO’s conservation tips available at www.swbno.org/ConservationTips.
Can I track my water usage with a smart meter?
Yes, an advanced customer portal launching later this year will allow you to monitor your water usage and manage your account online.
What should I do if my smart meter detects continuous water flow?
If your meter detects continuous flow, SWBNO will notify you via a Continuous Use Letter. Check for leaks promptly and contact a plumber if needed to avoid unexpected bill increases.
How do smart meters benefit customers?
Smart meters provide accurate billing based on actual water use, identify potential leaks, and give customers access to detailed usage data via an online portal.
What happens if my meter is faulty?
If HGI finds that your meter is malfunctioning, you can opt into fixed-rate billing until the meter is replaced.
What is fixed-rate billing, and how can I opt in?
Fixed-rate billing allows you to pay an average of your last year's actual water use, providing predictable monthly bills. You can opt in by contacting SWBNO via email, phone, postal mail, or in person at a customer service center.
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.
Can I appeal HGI’s decision?
Yes. If you or SWBNO disagree with HGI’s decision, either party can request arbitration within 14 days of receiving the decision.
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 ...
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 ...
What protections do I have as an SWBNO customer?
Under new regulations, you have several rights, including: The right to dispute bills without incurring late fees or penalties. The right to not have your service disconnected during the dispute process or during extreme weather conditions. The right ...
When will smart meters be fully installed?
The installation of smart meters is underway, with over 30,000 meters already installed. The Sewerage and Water Board aims to have nearly all 144,000 meters in place by the end of next year.
What is a "smart meter," and how will it impact my bill?
Smart meters are advanced water meters that measure water usage more accurately than older mechanical meters. They enable precise billing based on actual usage and can detect continuous water flow, helping identify potential leaks. Depending on your ...
What is the SWBNO Bill Dispute Program?
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 ...