Disputing a Bill
Seattle Public Utilities (SPU) has four levels in its dispute resolution process. Read more about our dispute policy (pdf).
Step 1: Initiate a Dispute
When initiating a dispute, please ensure that you answer these three questions:
- Explain what and how much is being disputed.
- State why you are disputing a charge or decision.
- Describe what action you are requesting.
You can dispute a bill by contacting us by any of these methods:
- Use our online form.
- By phone: Call an SPU customer service representative at (206) 684-3000.
- In person: Visit the Customer Service Center in the lobby of the Seattle Municipal Tower (formerly Key Tower), 700 5th Avenue, in Downtown Seattle.
- By mail: Mail your letter to:
Seattle Public Utilities
Customer Service Branch
Attention: Customer Response Division
PO Box 34027
Seattle, WA 98124-4027
Step 2: Request a Supervisory Review
If you are dissatisfied with the response to your initial inquiry, you may request to have your dispute escalated. Please ask for a supervisor.
Exception: If you are disputing a bill reflecting exceptionally high water usage, please review SPU's Leak Adjustment Director's Rule (pdf) and browse tips on how to repair onsite property leaks.
Step 3: Request a Managerial Review
If you are contesting the findings from Step 2, a managerial review will be completed.
Exception: High water consumption disputes should be directed to an account management officer by calling (206) 684-5800.
Step 4: Request a Hearing Officer Review
If Steps 1, 2, and 3 have been completed and you still remain dissatisfied, as the last step in the dispute resolution process, you may submit a written appeal to SPU's Hearing Office. Appeal letters must include the following:
- A summary of the nature of the dispute.
- An explanation why the previous findings and managerial decision was unsatisfactory.
- Description of the outcome desired.
- Appeal letters should be mailed to:
Seattle Public Utilities
Risk & Quality Assurance Division
Attn: Utility Hearing Officer
PO Box 34018
Seattle, WA 98124-4018