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Office of Water Advocacy explains appeals process as council seeks better billing outreach
Summary
Council members pressed DPW on water billing delays and the Office of Water Advocacy and Customer Appeals described a repeatable, written dispute process and plans to expand staffing and outreach for non-English speakers and customers with access barriers.
Vice President Middleton and other council members asked DPW to explain how the Office of Water Advocacy and Customer Appeals assists customers who have unresolved billing disputes, missed bills, or language and technology barriers.
Marco (staff, Office of Equity/Advocacy) and a department official identified in the hearing as "Mills" described the office’s collaborative intake process. "Irrespective of how they get to the office, we will register their dispute," Mills said, explaining that the…
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