Regulations and Procedures to Know

Here is an overview of policies, procedures and regulations that govern certain situations. To learn more, follow the links to in-depth information.

Adjustment of Water and Sewer bills; Correction of Water and Sewer bills

Customers who experience higher-than-normal water and sewer charges - or inaccurate charges - can seek either adjustment of their bills or correction of their bills. Adjustment allows for changes to bills that have been rendered correctly; corrections allows for changes to bills that were rendered incorrectly. To qualify for an adjustment or a correction, the bill must meet certain criteria, as outlined in Chapter 3.20 of the Code of Regulations.

Billing and Collecting Water and Sewer Use Charges and Related Fees

Billing
Property owners are considered the primary account holder and are ultimately responsible for paying the water and sewer bill. Generally, accounts are billed monthly or quarterly based on rates and fees established by WSSC Water. Accounts are billed upon metered water usage; sewer usage charges are based on the metered water usage.

The water and sewer bill includes several fixed fees:

• The Account Maintenance Fee covers the cost of customer services and meter maintenance
• The Infrastructure Investment Fee funds a portion of debt service associated with water and sewer pipe reconstruction that is part of the Capital Improvements Program
• The Bay Restoration Fund Fee is required by state law to be collected on behalf of the State of Maryland

Collections
WSSC Water bills are due and payable upon receipt. Customers are given 30 calendar days from the date the bill is generated to pay; after a three-day grace period, a 5% late fee is assessed if the bill is not paid. Payment arrangements are available to residential and commercial customers.

If payment is not received within the 30-day period, accounts can be designated for shutoff. See Chapter 3.25 of the Code of Regulations for more information about billing and collection procedures.

Customer Assistance Program

Our Customer Assistance Program assists residential customers experiencing financial hardships by waiving the ready-to-serve charges on their account. To be eligible, customers must meet certain criteria as established by the Maryland Office of Home Energy Programs. For CAP-eligible customers, the account maintenance fee and infrastructure investment fee are waived each quarter, which provides an average credit of $34 per quarter or $136 annually. In addition, CAP customers are automatically eligible for exemption from the Bay Restoration Fee (an average credit of $15 per quarter or $60 annually). See the Customer Assistance Program page for additional program details and eligibility. For more information, see the Customer Assistance Program regulation.

Water Fund

The WSSC Water Fund helps customers who are unable to pay their water/sewer bill because of financial challenges. The Water Fund provides eligible customers with an annual maximum award of $500. The program is administered by The Salvation Army and is funded by donations from WSSC Water customers, employees and community partners.

Refund Hearings

To dispute a bill you have already paid
Refund Hearings give customers a way to dispute paid water/sewer bills. For disputed charges in amounts less than $1,000, the case is heard by a Refund Hearing Board comprised of at least three managers. WSSC Water’s Corporate Secretary hears claims for disputed charges between $1,000 and $25,000. A quorum of at least four Commissioners hears cases involving disputed charges greater than $25,000. Claims for a refund must be filed within three years from the date of the payment for which the refund is requested. Refund Hearings are the final dispute process within WSSC Water. Customers who want to further dispute their claim can do so through their county's Circuit Court. See Section 3.05 of the Code of Regulations for more information.

Dispute Resolving Board

To dispute a bill you have not yet paid
The Dispute Resolving Board gives customers a way to dispute unpaid water/sewer bills. Customers must dispute the charges within 60 days of the meter reading date upon which the bill is based. The DRB is comprised of two customer members and one WSSC Water employee, and its decision on unpaid water and sewer bills is final. Customers who wish to further dispute their claim may do so through the Refund Hearing process. See Section 3.05 of the Code of Regulations for more information.