How to Dispute Your Bill or Request an Adjustment for a Repair

HIGH WATER/SEWER BILL?

Care and Conserve Program

Understanding your bill
Common leak types
What to do if you have repaired a leak
How to dispute your water and sewer bill
High bill assistance programs

 

Understanding your bill

What is a CCF? A CCF is 100 cubic feet of water or about 750 gallons.

What is a Base Charge? A base charge is the minimum charge for water and sewer service. This charge is $6.56 for water inside and outside the city as well as for sewer.

What are Usage Tiers? The city of Atlanta department of watershed management bills in three usage tier levels. They are 0-3 CCF, 3-6 CCF and Greater than 6 CCF. Each tier has a different cost for service. In addition to the different tiers there are also different charges based on living inside the city limits or outside the city limits.

Click here to review the most current Water and Sewer rates for the City of Atlanta.  

The Department of Watershed Management offers a great tool to you at no charge that allows you to estimate your bill. Click here to view our Bill Calculator Tool. 

 

Common Types of Leaks

Leak Rate

Leak Rate
(gallons per minute)

Leak Rate
(gallons per month)

Leak Rate
(ccf per month)

Slow drip

0.1

4,320

5

Leaky flapper

0.25

10,800

14

Stuck faucet

1.5

64,800

86

Running toilet

2.5

108,000

144

Leaking pipe

3

129,600

173

 

 

What to do if you have Repaired a Leak

Customers who have made a repair on private property, had a repair made by the City of Atlanta Department of Watershed or fallen victim to vandalism, may be eligible for an account adjustment.
Per the City of Atlanta Code 154, the Department of Watershed Management is only allowed to grant adjustments to a billing account for the following:

  • Meter leaks
  • Underground leaks
  • Other Identified leaks (above ground pipes)
  • Toilet/Faucet (certified medical documentation of hearing impairment required)
  • Vandalism

Customers that are dissatisfied with the adjustment decision have the right to appeal within seven (7) business days of the date that the decision letter was mailed.
Criteria for requesting an adjustment due to repair of a water leak or vandalism:

  • Adjustment request must be completed online, via mail, via FAX, or in person
  • Adjustment request must be requested in writing by the customer, unless the repair was conducted by the Department of Watershed Management (DWM). For DWM repairs ONLY, customers may submit an adjustment request via phone at 404-546-0311
  • Request must be received within 12 months of the bill in dispute
  • Customer must pay the average bill amount, as determined by the department, for the billing period(s) requested for an adjustment
  • Upload/Attach the Adjustment Request for Repair or Vandalism form (see link below)
  • Upload/Attach all plumbers’ invoices, receipts for parts, a statement detailing supplies on hand for self-repairs, and/or police reports

How to request an adjustment due to repair of a water leak or vandalism:

  • Online
    ATL311.com – Click here to create an Account Adjustment Request
  • Facsimile
    404-221-9578 Attn: Adjustment Request
  • Mail
  • 2 City Plaza, 72 Marietta St., Atlanta, GA 30303 Attn: Office of Customer Care & Billing Services

  • In person – (The Offices Are Closed)

Department of Watershed Management’s customer service walk-in centers
Atlanta City Hall, 55 Trinity Ave., Atlanta, GA 30303 OR
2 City Plaza, 72 Marietta St., Atlanta, GA 30303

Account Adjustment Form

What happens Next?

Once the adjustment request is submitted, a member of our Customer Resolutions team will review the request and provide written updates and ultimately a decision.
A customer has the right to file an appeal if they disagree with the adjustment decision. An appeal must be filed within seven (7) business days of the date the adjustment decision letter was mailed by the Department of Watershed (DWM).

The Water and Sewer Appeals Board (WSAB) provides residents the opportunity to present witnesses and documentary evidence related to water/sewer accounts. The WSAB consists of members who are independent of the City of Atlanta and are selected by City Council.
The customer may appear before the WSAB in person or authorize the WSAB to review administratively. The WSAB will review the basis of the adjustment and decide upon the customer’s appeal without requiring the customer to appear.
An acknowledgement notification will be provided upon receipt of the appeal request. Once a resolution is reached, updated correspondence and a decision, will be provided. This may be handed to the customer at the end of the hearing.

Per City of Atlanta Code 154, the DWM is only allowed to grant adjustments to a billing account for the following:

  • Meter leaks
  • Underground leaks
  • Other Identified leaks (above ground pipes)
  • Toilet/Faucet (certified medical documentation of hearing impairment required)
  • Vandalism
  • Meter reading errors
  • Computer entry billing errors

Criteria for requesting an appeal:

  • Customer must have been provided a decision from the dispute process
  • Appeal must be filed within seven (7) business days of the dispute decision
  • Appeal must be requested in writing by the customer
  • Customer must pay the average bill amount, determined by the department, for the dispute billing period and any previous or current charges

How to request an appeal:
Note: The appeal will be heard based on the original dispute submitted

  • Online – ATL311.com – Click here to create a request online
  • Facsimile –

404-221-9578 Attn: Water and Sewer Appeals

  • Mail

2 City Plaza, 72 Marietta St., Atlanta, GA 30303 Attn: Office of Customer Care & Billing Services

  • In person – (The Offices Are Closed)

Department of Watershed Management’s customer service walk-in centers
Atlanta City Hall, 55 Trinity Ave., Atlanta, GA 30303 OR
2 City Plaza, 72 Marietta St., Atlanta, GA 30303

Appeals Form

How to dispute your water and sewer bill

Customers who believe they may have been billed incorrectly have the right to dispute the bill per Atlanta City Code Section 154. Please note that Atlanta City Code Section 154 requires all request to dispute bills to be in writing.

The City of Atlanta does not adjust bills based on toilet/faucet leaks except in cases where medical certification for a qualified hearing impairment is provided.

Customers that are dissatisfied with the dispute decision have the right to appeal within seven (7) business days of the date that the decision letter was mailed.

Criteria for requesting a dispute:

  • Dispute must be requested in writing by the customer or via a customer service agent on behalf of the customer
  • Request must be received within 12 months of the bill in dispute
  • Customer must pay the average bill amount, as determined by the department, for the billing period(s) being disputed

How to request a dispute:

  • Online

ATL311.com – Click here to dispute your water and sewer bill

  • Telephone

ATL311 at 404-546-0311

  • In person – (The Offices Are Closed)

Department of Watershed Management’s customer service walk-in centers
Atlanta City Hall, 55 Trinity Ave., Atlanta, GA 30303 OR
2 City Plaza, 72 Marietta St., Atlanta, GA 30303

 

High Bill Payment Assistance Programs

Care and Conserve Program

Payment Arrangement – Set up a payment arrangement by calling 311 or 404-546-0311 from outside of the Atlanta city limits.

Senior Citizen Discount Program