Water Bill Dispute process in Dekalb County
DeKalb County Water Bill Dispute FAQs
What does the dispute process look like?
If you notice your bill higher than average or think there is a problem with your water meter:
- Contact Utility Customer Operations to dispute a water bill at 404-371-3000.
- The call will be transferred to a Customer Assurance team member who will manage the dispute.
- Customer Assurance will calculate the average bill and send an email and letter confirming the bill is in dispute and the average bill amount.
- Customer Assurance transfers the dispute to a field technician, who will investigate the water meter. There is no requirement to hire a plumber before a field technician inspects the meter. The cost for a field technician visit has been waived during the moratorium.
- The field technician will complete a checklist with meter information, work performed and pictures if applicable. The checklist will be returned to Customer Assurance.
- Customer Assurance will contact the customer to adjust the bill as necessary and resolve the dispute.
- The customer should disregard any disconnection notices received as long as the dispute process has begun, and average bill is paid.
DeKalb County will not require a plumber to visit before a field technician is dispatched. Your property management team will have a plumber check your property and will call the county if they feel it's a county issue.
If you believe you have incurred costs due to a faulty water meter or incorrect billing, the customer should begin the dispute resolution process. All disputes are reviewed on a case-by-case basis.
Dispute Resolution Center
Contact Information:
1300 Commerce DriveDecatur, GA 30030
Phone: (404) 371-2000
Email: 311ccc@dekalbcountyga.gov
Website: DeKalb County Water Department
Instructions on How To File a Dispute in DeKalb County
Sample letter to help you communicate and file your billing errors dispute
Before you dispute your water bill:
Before you call the county office, check for water leaks in your home. Below is a list on how to check your water meter. If you find leaks, have them repaired BEFORE you contact the county office. Water bill disputes can only be filed once a year in most counties in Georgia.Use your water meter to check for leaks
Leaks account for more than 10,000 gallons of water waste in an average home every year. High water bills are often caused by a leak inside or outside your home. These leaks are your responsibility to repair. Want to know if you have a leak? Follow these simple steps.
1. Turn off all the water-using appliances in your home, including the washing machine, dishwasher, and ice maker, and tell everyone at home not to use the sinks, showers, or toilets for the next two hours. Do not shut off the water supply to these appliances; just make sure they aren’t actively running or being used. Only shut off the individual water supply if these appliances continuously run—some ice makers operate this way.
2. Locate your water meter. It should be out in your front yard under a metal cover. Remove the cover to view the meter.
3. Write down the number you see on the meter readout, or take a picture of the meter. Also observe the small leak detection wheel and the needle on the face of the meter. Nothing on the meter should be moving when you are not using any water inside or outside your home.
4. After two hours of no water use, go outside and read the meter again. The number should not have changed. If the readout did change, or if you notice any movement on the meter during the test, you probably have a leak.
If you discover you have a leak, check your water fixtures and appliances to determine which one is leaking. Look for dripping faucets and showerheads, check the pipes under your sink, in your basement, or around your water heater. Don’t forget to walk around your yard to look for soggy areas that can indicate a leak in your underground pipes.
ALH|Podland Residents, if you have further questions, please don't hesitate to call the office. Our office hours are 9am to 4pm, Monday through Friday You can always email us at info@alhpodland.com for a faster response.
