Water

Things You Need to Know

CHALLENGING YOUR WATER BILL

• Consumers must contest the bill in WRITING within 20-calendar days from the bill issued date.
  • The bill must identify when a consumer must challenge the bill.
  • If the consumer does not challenge the bill within 20-calendar days, the consumer surrenders the right to challenge the bill.
  • If a consumer contacts DC Water in any manner other than in writing, DC Water representatives shall inform the customer of the requirement that a challenge to a residential customer’s bill must be made in writing and received within 20 calendar days of the bill issued date.
  • If a customer’s challenge to a bill is timely or within the 20 days allowed, DC Water shall suspend the customer’s obligation to pay the disputed bill until the customer has received the result of the DC Water investigation of the challenge in writing.
  • With every formal challenge of the bill DC Water must provide a Bill Investigation Report (BIR) informing the consumer of DC Water’s findings. If the consumer disagrees with the billing investigation report, the consumer has the right to an appeals process that’s facilitated by petitioning for an administrative hearing with DC Water.
• Administrative Hearing
  • Consumers must file a petition within 15-calendar days in writing from BIR issue date.
  • All petitions for administrative hearings must be filed with DC Water in writing via the mail or DC Water’s website.
  • During the appeals process, there will be no penalty or service disconnections for non-payment for the bill until the appeal has been considered and the consumer is notified in writing of the results of the appeal and a new date for payment.
  • The consumer will have the right to represent himself or herself or be represented by an attorney.

BEWARE: Actual vs. Estimated Billing

• Actual: DC Water bills a consumer based on an accurate read from the installed water meter measuring the actual water usage.
• Estimated: DC Water bills consumer based on a rough calculation of usage when accurate meter read is unavailable DC Water is required to read the customer’s meter at least every four months.
• If DC Water, cannot read a consumer’s meter, they will continue to estimate the bill.
• A customer may also submit photographic evidence of current meter reading to obtain an invoice based on an actual meter reading.
• DC Water may be unable to collect an accurate meter read if at any time, a meter, data collection device, or transmitter fails to register correctly as a result of tampering.
• DC Water consumers need to know when they should challenge their bill, understand their bill, and how to maintain service to stay ahead of any potential water-related issues.Updates to the Process for Challenging a DC Water Bill

PAYING YOUR WATER BILL

• Consumers should pay their water bill on time and in full payment by the due date.
• A partial payment is better than not paying the amount owed.
• Payment assistance and arrangement are available for special circumstances.

DISCONNECTION: STAYING CONNECTED

• If a consumer receives a pending disconnection notice from DC Water, please contact OPC’s Water Services Division. A WSD representative will discuss with the consumer how to prevent disconnection by:
• Making a payment plan.
• Seeking Utility Payment Assistance.

* During the Public Health Emergency and 15 days thereafter, DC Water cannot disconnect your service.

If you have any questions, concerns, or need assistance, please contact the Office of the People’s Counsel at 202-727-3071 or WaterInfo@opc-dc.gov.

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DC Water Consumer Bill of Rights

The DC Water Consumer Bill of Rights establishes the rights and responsibilities of the water authority and its customers. Click on the PDF below to read the Consumer Bill of Rights.

PDF available for Download

Lead Pipe Replacement Program

Financial Assistance

There are many available utility assistance programs for DC Water Consumers and individuals living in a multi-unit (4 or more units) building. We identified the programs that DC government and DC Water created in response to COVID 19 and outstanding balances.

COVID 19- Emergency Relief Fund DC Water CARES and Stay DC

STRONGER TOGETHER by ASSISTING YOU (STAY DC)

STAY DC is a financial assistance program for D.C. renters and housing that covers housing and utility expenses, such as rent, gas, water, and electric bills. In order to be eligible for this program, you must be a renter or resident of a limited equity cooperative in Washington, D.C. who meets household income requirements, has a financial hardship during COVID-19 and faces housing instability. Housing providers may also initiate an application for a residential tenant they feel may qualify. Please, review the eligibility requirements here. Renters whose landlords do not participate in the program or who normally make payments directly to utilities may be able to have assistance go straight to their utility companies.

Renters and housing providers can apply for rental and electric, gas and water bill assistance at stay.dc.gov. Applicants can call the STAY DC Call Center at 833-4-STAYDC for support throughout their application process, Monday through Friday from 7 am to 7 pm.

DC Water CARES

During the public health emergency, DC Government authorized funding to provide emergency relief to District residents struggling with unpaid DC Water bills during the public health emergency and 105 days thereafter. Eligible households may receive up to $2,000 for outstanding bills. DC Water approved $3 million in water assistance for FY 2021 and an additional $5 million in aid in FY 2022.

Eligible consumers must apply through DOEE by submitting a CRIAC Residential Relief Income. Eligible consumers must have an OUTSTANDING BALANCE and their annual income cannot exceed 80% Area Median Income, which is around $100,000 of annual income for a family of four. It is important to reiterate that consumers must have an outstanding balance, consumers cannot apply for funds to pay a current bill. Also, in a fiscal year (October to September) consumers may apply multiple times for the assistance but cannot exceed the $2,000 limit.

DC WATER CARES- MULTIFAMILY ASSISTANCE PROGRAM

DC Water’s new Multifamily Assistance Program allows DC Water to assist people who don’t directly pay their water bills to DC Water, but who nevertheless may be struggling due to the pandemic. District residents who reside in multi-family buildings (4 or more units) are eligible and can apply for the program. If the tenant applies for assistance, the property owner must complete an application and agree to the terms of the program. The property owner will agree to post 90% of the credit from the utility assistance to the qualifying occupant’s rental account. for the program.

For more information on DC Water Care- Multifamily Assistance Program, please visit DC Water Cares- MAP. Also, please submit any questions regarding the program to DC Water at (202) 354-3750 or cares@dcwater.com.

Consumers are Talking

Barbara Morgan, Ward 7
“If it were not for the Office of the People’s Counsel’s efforts to educate ratepayers about pending legislation and rulemaking, many of us would be in the dark about the brutal impact these rulings would have on our lives. Thank you, Office of the People’s Counsel. Thank you, DC Government and all who join the call for justice of affordable rates.”

Dr. Horatio Harris, Ward 5
“I’m a 94-year old WWII veteran. I thought a career as a dental surgeon would leave me wanting for nothing in my retirement years. I was mistaken. My initial call to OPC has not only restored my utilities but made connections with other DC Government agencies. It’s developed into a relationship that appears to be long-lasting – in particular with Linda Jefferson and Valca Valentine. Not too much time passes when I receive a call from either of them just check on how I’m doing. It’s a blessing not to have to worry about these things and just focus on my health. OPC has made that possible.”

Elena Glassman, Ward 4
“I became ill with what I suspect was COVID 19. Simultaneously, for still unknown reasons, my water bill rose dramatically. While, COVID prevented a DC Water visit, OPC’s Water Division worked as a true advocate on my behalf. They provided access to energy reduction cost programs and the Mayor’s emergency DC Water fund until the bill reached a normal amount. I am personally most grateful to OPC for doing this work on behalf of DC residents. The importance of advocacy for the vulnerable consumer is critical, especially in times of unprecedented international crisis.”

Donalee Wood, Ward 4
“As a resident and consumer in the District of Columbia, I have had a very positive experience with the Office of the People’s Council. The existing situation of dealing with a pandemic had slowed my progress in collecting paperwork. The Water Services team is skilled, knowledgeable, and above all, a patient advocate on my behalf, especially helping me navigate through the maze of paperwork.”

Jeannette Jones, Ward 1
“My husband took ill and I retired to take care of him. We were hit with a $4,000 water bill. The more I tried to work with DC Water to pay them, the more it seemed that they would threaten to turn off my water. Then they turned it off. Through a blessing from God, Marchim Williams and OPC’s Water Services Division helped me get the water turned on and enroll in an affordable payment plan. I don’t know what I would have done without Mr. Williams’ assistance and patience.”

Afimina Caminis, Ward 3
“Before I called OPC, my attempts to get DC Water to investigate the situation had not produced any results. Marchim Williams frequently called DC Water on my behalf and kept me updated on his discussions with them. He was unfailingly professional, helpful, courteous, and kind, and he was very thorough in following up on my case. Ultimately, my dispute with DC Water was settled in my favor, for which I am grateful to Mr. Williams and to OPC. I doubt that the outcome would have been as positive without OPC’s assistance.”