If you believe your bill is inaccurate you should write to the Water Department within 30 days of the date of the bill and explain the amount you believe is in error and the reason you believe the error has occured. We will investigate all disputes in a timely manner and inform you of the results.

Before you dispute your bill:

Please review our residential single family home usage statistics and compare your usage with the rest of the town. The histogram shows the water usage statistics for all of our single family homes in a graphical format for calendar year 2006.

We are not allowed to access population data from the Town census because it contains information about children under the age of 18 so we can not make any comparisions based on the number of people living in a home. Plus water use habits vary greatly from household to household. Simple things like turning off the water when brushing your teeth can make a real difference in the amount of water you use.

Dispute Steps:

The steps taken during a dispute investigation can vary but the following steps are typically used to resolve the problem:

1. Report the dispute

Send us a completed dispute form with all of the information that is required. Please be sure to specify the amount disputed in dollars and gallons. The difference between the total bill and the amount disputed is due and must be paid on time. If the difference is not paid on time then you may be subject to late fees and termination of your water service.

2. Review bill

We will review your account and check the meter reading. If there is an obvious error with the reading then we will abate the amount in error and no further steps are required. If a reading error is not found then we will ask to schedule an appointment for a field investigation.

3. Field inspection

We'll visually check the meter to make sure the reading used for billing was accurate and that the meter is working properly. If the meter is old enough then we will replace it with a new one at no charge. We will also check your home for any leaks. If the meter reading is correct and no leaks are found then we can test the meter for accuracy at your request.

4. Test meter

According to Massacusetts General Laws, Chapter 40: Section 39I. Water meters; testing customers are entitled to have their water meter tested once per billing period but the request must be made in writing and be submitted before the bill is due. We will provide you with a written report of the meter's accuracy when the results are provided to us by the testing lab.

If the meter is recording too much water use then your bill will be reduced to your historical consumption. If the meter is reading too low then the amount of underregistration will be added to your account.

5. Data logger used to record usage pattern

We can attach a data logger to your meter that will record when water is used and at which flow rates. The logger records movements of the meter's measuring chamber so any water use recorded by the meter is archived. The logger is an invaluable tool and helps find intermitent leaks and determine water flow rates for irrigation systems.

6. Customer petitions Board of Water Commissioners

If we do not find a reading error, meter inaccuracy or other error then the disputed amount is due. If you feel the dispute is still unresolved then you have the option of writing to the Board of Water Commissioners.