DWA’s lobby is currently closed to the public. We encourage all customers to pay their bill electronically or by phone. We have assistance for those in need – please see the “Get Help” section on the home page.
El vestíbulo de DWA esta cerrado actualmente al publico. Recomendamos que paguen su cuenta electronicamente o por telefono. Tenemos asistencia para aquellos que necesiten – por favor vea la sección ‘consigue ayuda’ en la página de inicio.

Dispute My Bill

Can I dispute my bill?

Water meters are a tool that tends to be incredibly accurate in determining your water use. While older meters can lose accuracy over time, it benefits the customer because more water goes through the meter than it counts. Most meters that are 20 years old are still 95% accurate.

If you do not agree with the amount that you’re being billed, you can dispute your water bill.

If your water is scheduled to be turned off for non-payment, a written dispute must be submitted two (2) business days before the shutoff date on your bill. Your water will not be turned off while our team reviews your dispute or you have an open appeal to the Board of Directors.

 

Process

  1. Fill out the dispute form (below) with your details and the reason you do not agree with the amount Desert Water Agency has billed you. Please include as many details as possible to support your case. (Paper forms are available for those who need them – please call 760-323-4971 and press 0 to request.)
  2. Give us time to process. Our team will review your dispute and respond to you in writing within 10 business days. We take this time to investigate the circumstances of your complaint. We may contact you for additional details during this phase. Supervisor-level staff will make the decision about your claim.
  3. If you are not satisfied with the decision, you have the opportunity to submit an appeal within 10 business days. Instructions on how to submit an appeal will be provided in writing if your dispute is rejected.
  4. Give us time to process. Our management team will review the appeal and present it to the Board of Directors for their decision. You will be informed of the date that the Board of Directors will hear the appeal. It will be heard at a public meeting that you are welcome to attend and provide verbal and/or written comments.
  5. The decision of the Board of Directors is final and will be carried out by Desert Water Agency staff. If your appeal is granted, please allow two billing cycled to see changes reflected/credited on your bill.

 

 

Bill dispute form

You can also download the PDF above, fill it out and mail or deliver it to our office.

mail: PO Box 1710, Palm Springs, CA 92263-1710

physical address: 1200 Gene Autry Trail S, Palm Springs, CA 92264

5. Procedures to Contest or Appeal a Bill

( form Policy on Discontinuation of Residential Water Service for Nonpayment )

5.1 Time to Initiate Complaint or Request an Investigation. A customer may initiate a complaint or request an investigation regarding the amount of a bill at least two (2) business days before the shutoff date on the bill by submitting a written complaint or request to the Agency.
5.2 Review by Agency. A timely complaint or request for investigation shall be reviewed by a manager of the Agency, who shall provide a written determination to the customer. The review will include consideration of whether the customer may receive an extension, amortization, or other alternative payment schedule under Section 6. The Agency may, in its discretion, review untimely complaints or requests for investigation; however, such complaints or requests are not subject to appeal.
5.3 Appeal to Board of Directors. Any customer whose timely complaint or request for an investigation pursuant to this Section 5 has resulted in an adverse determination by the Agency may appeal the determination to the Board of Directors by filing a written notice of appeal with the Agency Secretary within ten (10) business days of the Agency’s mailing of its determination. Upon receiving the notice of appeal, the Agency Secretary will set the matter to be heard at an upcoming Board meeting and mail the customer written notice of the time and place of the hearing at least ten (10) days before the meeting. The decision of the Board shall be final.