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.