If you think there’s a problem with your water bill, you have the right to dispute it. One way is by requesting an informal hearing. But when and how should you request an informal hearing?
Bilal Uqdah is the supervisor of the Informal Hearings Unit, with more than 12 years of experience working for the Water Revenue Bureau (WRB). We asked him to explain the process and possible outcomes of an informal hearing.
What is an informal hearing?
An informal hearing is an in-person meeting where you can present a disagreement about your water bill. It’s called “informal” because it doesn’t happen in a court. It’s not the first step you should take to resolve a problem with your water bill. But it’s an opportunity to present – and maybe resolve – your case before further escalation.
During an informal hearing both the water customer and WRB have an opportunity to present their information and point of view to a hearing officer who doesn’t work for WRB. The hearing officer reviews the facts and regulations to make a decision. The hearing officers work outside WRB to improve fairness.
But the first step you should take is contacting WRB. There might be a simple answer or solution to your problem. Your best option is writing an email to wrbhelpdesk@phila.gov. You can also call (215) 685-6300.
What are some examples of why water customers request a hearing?
Most of the time, informal hearings are about the amount of water used over a certain period. But there are several examples, such as customer disputes over:
- High usage billed over a monthly period
- Billing during a period when the property was vacant
It’s important to note that informal hearings are for disputes where the amount is $10,000 or less. If the dispute is about an amount over $10,000 it goes straight to the Tax Review Board.
How do I request an informal hearing?
Again, the first thing you should do if you disagree with your water bill is email or call WRB. If you’re unsatisfied with our decision, which will come to you in writing, then you should request an informal hearing. An informal hearing request form will come along with that written decision. In a confirmation letter, you’ll be given a hearing date and time. Informal Hearings are held in Room 340 of the Municipal Services Building.
If you can’t find the form, or lost it, call (215) 685-6300 and ask for an informal hearing request form. We can mail or email it to you. Fill out the form and send it back:
Water Revenue Bureau
P.O. Box 41496
Philadelphia, PA 19101-1496
What should I bring to my informal hearing?
The supporting documentation is case by case. The hearing officer will tell you what documents you need to bring to your hearing.
What happens after my informal hearing?
After your hearing, the Department of Revenue will conduct its review and send you a letter explaining its decision. In most cases, you receive a decision letter within 30 days, unless additional information is needed. If you receive an adjustment that results in a credit balance, you can either keep the credit on the account, or request a refund by completing a Refund Petition. (You’ll get a refund petition with your letter.)
What happens if the informal hearing decision doesn’t go my way?
You should get current on your water balance by paying what you owe. If you’re not already enrolled in a payment agreement, you may want to ask us about getting into one. If you struggle to pay your water bill, you may qualify for water assistance. You can get an application at www.phila.gov/water-bill-help.
If you disagree with our written decision, you can appeal the informal hearing decision to the Tax Review Board. You must appeal within 60 days of the decision, either by mailing a completed appeals form to the Board or by contacting it in person:
Tax Review Board
Land Title Building
100 South Broad Street, Suite 400
Philadelphia, PA 19110-1099
Who do I contact if I have other questions about this?
For all your water bill-related questions you can email wrbhelpdesk@phila.gov, or call (215) 685-6300. If you have questions for the Tax Review Board, you should contact them directly at the address above, or by calling (215) 686-5216.
