The Department of Public Utilities has a three-tier appeals process, incorporating an internal and external review. An account-holder who receives an invoice and has questions about the billing, or requires clarification or correction of disputed charges that appear on their utility bill should first contact customer service to try to resolve the concern. If unable to resolve, the account-holder may escalate the concern as described below. Decisions of the Utility Appeals Board shall be in compliance with the requirements of ORC Chapter 2506 in order to be final appealable orders of the City pursuant to ORC Chapter 2506.

Appeals Process

Customer Service

If you have questions or concerns about your water bill, our customer representatives will be happy to walk you through the bill, explain charges, and address any billing concerns.

After speaking with customer service, if you feel the bill explanation is inadequate, please ask to speak to a supervisor who will further investigate your request.

Contact customer service

Internal Board of Review

If customer service is not able to address your concern, you may file a written appeal with the internal board of review. The appeal must be postmarked within 60 days of the billing date.

Please attach comments, bills, receipts, and other documentation that supports your claim to the dispute form. Filing an appeal places a temporary hold on charges being disputed, but all future bills will be due on a normal schedule, and are subject to late fees and collection activity if not paid.

You will be notified in writing within 10 days what decision the board renders. If your request is approved, your account will be adjusted accordingly.

Inability to pay is not a valid basis for appeal. If you're struggling to pay your water bill, read more about reducing your bill.

Utilities Appeal Board

If you are not satisfied with the decision of the internal board of review, you may request a hearing with the external utilities appeal board. The hearing request must be postmarked within 10 days of the board of review decision.

If accepted, you'll be notified in writing of the date, time, and location of your hearing. The utility appeals board meets once a month.

At the hearing, please come prepared to present comments, bills, receipts, and other documentation to justify your claim. Members of the utility appeals board will present a case in response.

You will be notified in writing within 10 days what decision the board renders. This decision shall be deemed a final, appealable order, and is appealable to the Lucas County Court of Common Pleas.