Can I dispute a charge on my bill?

You can dispute any charge on your water bill by following the formal complaint procedure. During a properly filed dispute, you may withhold only the disputed amount, but you must continue paying all undisputed amounts.

How to dispute a charge:

1. File an oral complaint - Contact the utility by phone or in person to explain which charge you’re disputing
2. Utility investigates - The utility will investigate and respond within 10 working days
3. File written complaint if unsatisfied - If you’re not satisfied with the response, file a written complaint (processed under Section W-004-A). The utility will respond in writing within 10 working days.

Important payment requirements:

• You may withhold only the disputed amount during the dispute process
• You must pay all undisputed amounts on your bill
• Service may be discontinued if you don’t pay undisputed amounts

Protection from disconnection: The disputed amount will not be considered delinquent while the dispute is properly filed and under investigation by the utility or under review by the Regulatory Commission of Alaska (RCA).

After the dispute is resolved: Within 20 days of the final determination, you must either pay in full or arrange a payment plan satisfactory to the utility for any disputed amount determined to be due.

Meter testing: If you’re disputing meter accuracy, you can request a formal meter test. A deposit is required ($110 for 3/4"-2" meters, $180 for larger meters). If the meter is found to be inaccurate, the utility pays the testing cost and you receive a refund of your deposit. If the meter is accurate, you pay the testing cost. For more information, see Who pays for meter testing?

Billing adjustment deadline: Billing adjustment requests must be made within 15 days following the next billing date (Section W-012).

Tariff Reference: Section W-004-B, Section W-010-B