Water & Sewer Billing Adjustment Request

WATER & SEWER BILLING ADJUSTMENT
(Only for: Utility Billing Errors & Mechanical Meter Malfunctions)

DOWNLOAD APPLICATION HERE

If you were overcharged because of a utility billing mistake or a faulty meter, you may be eligible for a correction, credit, payment options or refund.

Who this is for

  • Residential and commercial customers only.
  • Applies when the utility made a billing error, or when a meter malfunction (mechanical error) caused incorrect consumption readings.

What we correct

  • Billing Error: Any overcharge caused by utility mistake (rate error, misapplied payment, double billing, system/admin error). We will correct the bill and refund or credit all verified overcharges and waive related late fees/interest.
  • Mechanical Meter Error: If testing shows the meter was inaccurate, we will adjust bills for the period the meter was faulty  with a refund or credit overcharges, and waive related fees.

Not eligible

  • Customer-side tampering, bypassing, or fraud.
  • Transfer of Ownership of home.
  • Customer-caused leaks or routine inability to pay.
  • Non-receipt of   / failure to receive a mailed paper bill.

How to apply

  1. Visit: Grossepointepark.org OR pick up a form at City Hall 15115 E Jefferson Ave. Grosse Pointe Park, MI 48230.
  2. Submit: completed request form, copy of your photo ID, and the bill(s) in question. Incomplete forms will not be considered for review. We’ll follow up if additional utility records or meter test results are needed.

Documentation we use

  • For billing error: billing system logs, the incorrect bill, and audit calculations.
  • For meter error: field or lab meter test report (meter model, serial number, test results, dates).

Deadlines & timelines

  • File a claim within 30 days of the bill date (or within 60 days after you were notified of a meter replacement/investigation).
  • Acknowledgement within 10 business days.
  • Decision for billing errors within 10 business days of complete application.
  • Decision for meter malfunctions within 15 business days (testing may extend timing).
  • If approved, credits/refunds are usually processed within 10 business days after approval.

Fees & limits

  • Billing Error: Fully refunded/credited up to 6 months or 3 billing cycles.
  • Meter Error: Adjustments limited to the inaccurate period (default up to 12 months prior to discovery).
  • Meter test fees are waived for customers when the utility’s test confirms the meter malfunctioned. If the meter tests accurate, standard meter-testing charges may apply per utility policy.
  • Payment plan options not to exceed 12 months timeline

Decisions & appeals

  • Utility Billing approval for refunds/credits up to $2,500; Finance Director approval for larger amounts or extensions.
  • If denied, you may appeal to the City Manager within 30 days of the decision in writing with your completed form and explanation of denial.

Important notes

  • Cases with suspected tampering or fraud will be referred to enforcement and are excluded from forgiveness.
  • We maintain full case documentation and periodic audits to ensure fair treatment of customers and protection of utility funds.

Need help or have questions?

  • Utility Billing of Grosse Pointe Park
  • Phone: 313-822-5100 | Email: utilitybilling@grossepointepark.org
  • Office: 15115 E Jefferson Ave Hours: Mon–Fri 8:00–4:00