Disputing a Bill

Seattle Public Utilities (SPU) has a dispute escalation process that generally consists of the following four steps: 

• Utility staff review
• Supervisor/Lead review
• Managerial review
• Hearing Officer review

Customers may request an independent interpreter through SPU's services for interpretation, teleprinters/teletypewriters (TTY), or Telecommunications Device for the Deaf (TDD in cases where there is a language, speech, or hearing barrier.

Read more about our dispute policy (pdf).

Note: If you are disputing a bill reflecting exceptionally high water usage, please review SPU's Leak Adjustment webpage and Leak Adjustment Director's Rule (pdf).

Initiating a Dispute

When initiating a dispute, please ensure that you:

• Explain what and how much is being disputed.
• State why you are disputing a charge or decision.
• Describe what action or relief 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
  Attention: Customer Response Division
  PO Box 34027
  Seattle, WA 98124-4027

Undisputed charges should be paid at the time the dispute is initiated.

Standard processing time for initiating and resolving a dispute is 20 business days upon receipt of a dispute. SPU will inform the customer throughout the process if the timeframe needs an extension, particularly for more complex disputes.