If you feel there’s a problem with your water bill—whether it’s the amount due, the payment terms, a water shutoff notice, or another issue—you have the right to dispute it. Follow the steps below to resolve the problem.
Contact customer service
Your first step should be to contact the Water Revenue Bureau to discuss the issue with a customer service representative. We may be able to offer a simple solution. You can either:
Write an email to wrbhelpdesk@phila.gov; or
Call (215) 685-6300; or
Write a letter to:
Request an informal hearing
If you are unsatisfied after contacting customer service, and receiving a written decision, you may request an informal hearing with the Water Revenue Bureau. An informal hearing is an impartial meeting where you present your dispute to a City of Philadelphia Hearing Officer. It’s called “informal” because it is not conducted in a court setting. However, you will be given the opportunity to provide any documentation and facts about your account and dispute. Upon completion of the Informal Hearing, a decision will be made in writing within 60 days.
Please see examples of reasons to request an Informal Hearing:
- You received a high bill in which you disagree.
- Your application for water-related services or financial assistance has been wrongly rejected.
- Your account was billed due to lack of meter access/meter issues.
- You were denied or removed from the Charity Water Rates and Charges Discount Program
If you wish to continue your dispute at the Informal Hearing level. Please see the following hearing petition link: Request an informal hearing. Please note all hearings are scheduled in order of receipt.
Appeal a written decision
If you disagree with the Bureau’s written decision, you may appeal the Informal Hearing decision to the Tax Review Board (Board). You must appeal within 60 days of the decision, either by mailing a completed appeals form to the Tax Review Board or by contacting the Board in person:
Tax Review Board
Land Title Building
100 South Broad Street, Suite 400
Philadelphia, PA 19110-1099
Phone: (215) 686-5216
After the Tax Review Board hearing, the Board will mail you a final written decision about the dispute.