How to Dispute a High Water Bill
Start with your water company's billing department
Call your water company's customer service line and ask to speak with someone in billing. Have your account number and the bill in question ready. Explain what seems wrong — whether the bill is higher than usual, you were away during the billing period, or you think the meter is broken. The company will pull your usage history and compare it to previous months.
Many high bills are caught this way. A representative can often spot a leak, a meter malfunction, or a billing error while you're on the phone. If they find a problem on their end, they may adjust the bill immediately or schedule a meter inspection at no cost to you.
Keep notes of who you spoke with, when, and what they said. Write down the date and the representative's name or employee ID. This record matters if you need to escalate the dispute later.
Key Takeaways
- Call your water company's billing department first — many high bills are billing errors or meter problems they can spot in minutes.
- A meter inspection is usually free and can confirm whether the meter is reading correctly or if a leak exists on your property.
- If the company refuses to investigate or you disagree with their findings, file a formal dispute through their written process.
- Your state's public utilities commission can review disputes if your water company won't resolve them, though timelines vary by state.
- While a dispute is pending, you may be able to pay only the amount you believe is correct and avoid service shutoff.
Request a meter inspection if usage seems impossible
If your usage jumped dramatically with no explanation — you were away, no new appliances, no visible leaks — ask the company to inspect the meter. Meters can stick, fail to reset, or misread. A faulty meter is the company's responsibility to fix, and they typically perform inspections for free.
The inspection usually takes a few days to schedule. A technician will visit your home, check the meter's physical condition, and test whether it reads accurately. If the meter is defective, the company will replace it and may credit your account for overbilling. Ask the company in writing what their timeline is and whether they'll credit you retroactively if the meter is found to be faulty.
If you suspect a leak on your property (not the company's pipes), the inspection may reveal it. A leak inside your home or in the line between the meter and your house is your responsibility to repair, but knowing about it is the first step.
Check for leaks on your property
Before disputing the bill, look for obvious leaks. Check under sinks, around the toilet base, and in the basement or crawlspace. Listen for running water when nothing is on. A small leak can add hundreds of gallons to your bill over a month.
If you find a leak, repair it and the bill should drop at the next cycle. If you can't find a visible leak but suspect one, a plumber can use a leak detection service to locate it. This costs money upfront, but it may be cheaper than paying for water you're not using.
Some water companies offer leak adjustment programs. If you fix a leak and can show proof (a plumber's invoice or repair receipt), they may credit part of the high bill. Ask your company whether this program exists and what documentation they need.
File a formal dispute if the company won't investigate
If the billing department refuses to inspect the meter or investigate, or if you disagree with their findings, file a written dispute. Most water companies have a formal dispute process outlined in their billing materials or on their website. Look for "billing dispute," "customer complaint," or "formal dispute" on their site.
Write a letter or email to the company's customer service address. Include your account number, the billing period in question, the amount you're disputing, and a clear explanation of why you believe the bill is wrong. Attach copies of any evidence — previous bills showing normal usage, photos of leaks, the meter inspection report, or a plumber's report. Keep a copy for yourself and send it certified mail or email so you have proof of delivery.
The company must respond within a set timeframe, which varies by state and company — usually 30 to 60 days. They will either adjust the bill, explain why it is correct, or offer a payment plan. If they deny your dispute, they must tell you how to appeal to your state's public utilities commission.
Escalate to your state's public utilities commission
If your water company denies your dispute and you still believe the bill is wrong, you can file a complaint with your state's public utilities commission (sometimes called the public service commission or regulatory commission). This is a state agency that oversees utility companies, including water.
Search online for "[your state] public utilities commission" to find the right agency. Most have a complaint form on their website. You'll need to provide your account number, the disputed bill, copies of your correspondence with the company, and an explanation of why you believe the bill is incorrect. There is no cost to file.
The commission will review your complaint and the company's response. They can order the company to investigate further, adjust your bill, or take other action. The timeline varies — some states resolve complaints in weeks, others in months. The commission cannot force you to pay the disputed amount while they investigate, though the company may threaten shutoff. Ask the commission what your rights are regarding payment during the dispute.
Understand payment options while disputing
While a dispute is pending, you still owe your water bill. However, most companies will not shut off service if you are actively disputing the charge and paying something toward it. Pay the amount you believe is correct, or contact the company and ask about a payment plan for the disputed portion.
Document that you are disputing the bill and paying in good faith. Keep records of all payments and correspondence. If the company threatens shutoff, remind them in writing that you have filed a formal dispute and are making payments. This protects you if the dispute takes time to resolve.
Some states have rules that prevent shutoff during an active dispute. Check your state's public utilities commission website to see whether this protection applies to you. If it does, cite it in writing to the company if they threaten service interruption.
Frequently Asked Questions
How long does a meter inspection take?
The inspection itself usually takes 30 minutes to an hour. Scheduling typically takes a few days to a week. If the meter is found to be faulty, replacement may take another week or two. Ask the company for their standard timeline when you request the inspection.
Can the water company shut off my service while I'm disputing the bill?
Most companies will not shut off service if you are actively disputing the charge and making payments. However, rules vary by state. Contact your state's public utilities commission to learn your rights. If you are at risk of shutoff, file a complaint with the commission immediately.
What if the meter inspection shows the meter is working correctly?
If the meter is accurate, the high usage is real. This usually means a leak on your property, a change in usage you didn't notice, or an error in your understanding of the bill. Ask the company to walk you through the calculation. A plumber can check for hidden leaks if you still suspect one.
Do I have to pay the full bill while disputing it?
You owe the bill, but most companies will accept partial payment or a payment plan while a dispute is pending. Contact the company and explain the situation. Paying something — even if it's not the full amount — shows good faith and protects you from shutoff.
How much does it cost to file a complaint with the public utilities commission?
There is no cost. The public utilities commission is a state agency funded by taxpayers. Filing a complaint is free, and you do not need a lawyer. The commission will review your case and the company's response at no charge to you.