If you have not paid your bill in full and believe that you are entitled to a reduction in charges, first discuss your concerns with WSSC Water staff. WSSC Water’s Customer Service Center is available Monday through Friday, 7:30 a.m. to 7:00 p.m. at 301-206-4001, or toll free at 1-800-634-8400. After our staff explains the billing, if you are still dissatisfied, you may begin the DRB process by submitting a DRB Review Request Form.
Once we receive your completed form, WSSC Water will begin preparing your case for the DRB’s review. This in-depth process can take
several months depending on the volume of disputes received and the complexity of the issues(s). All disputes are investigated in the order in which they are received. Once our investigation is completed, you will receive a letter in the mail containing the DRB’s decision or will be contacted to schedule a hearing.
The DRB is comprised of two customer members and one employee member. The DRB customer members are customers, unaffiliated with management or staff of WSSC Water, who volunteer their time to review concerns involving unpaid bills. The employee member does not work in the Customer Service Department or the Utility Services Team.
The DRB process is the final appeal for the unpaid disputed portion of a bill(s). However, please be aware that there is no guarantee the Board will decide to hear your case. After evaluating the facts, the DRB may:
The Board’s decision is always final. The DRB will not review accounts more than once for the same billing concern. However, once the charges are paid, you may request a Refund Hearing. Refund Hearings are our forum for disputed bills that have been paid. Unlike DRB requests, all Refund Hearing requests are guaranteed a hearing.
Before submitting your DRB Review Request Form, it is important to note the following:
Please complete and submit your DRB Review Request Form, along with a payment for the undisputed portion of your bill(s), via mail to WSSC Water’s Customer Service Department, 14501 Sweitzer Lane, Laurel, MD, 20707; via fax to 301-206-7013; or via email to firstname.lastname@example.org.