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