If you have paid your bill but believe you are entitled to a refund, first discuss your concerns with WSSC staff. WSSC’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 Refund Hearing process by submitting a Refund Hearing Request Form.
Once we receive your completed form, we will begin a thorough investigation of your claim. This in-depth process can take several months depending on the volume of refund claims received and the complexity of the issues(s). All refund claims are investigated in the order in which they are received. Once our investigation is completed, all customers who submit a refund claim will be contacted to schedule a hearing.
Division II of the Public Utilities Article of the Annotated Code of Maryland authorizes our Refund Hearings, the final WSSC appeals process. At the hearing, you or your legal representative may testify to the merits of your refund claim. You may also call witnesses, cross-examine any witnesses WSSC calls, offer evidence, and present summation and argument. Legal representation is optional. A written decision will be mailed to you within approximately 60 days of the hearing.
Before submitting your Refund Hearing Request Form, it is important to note the following:
Please complete and submit your form via mail to WSSC Corporate Secretary, 14501 Sweitzer Lane, Laurel, MD 20707; via email to firstname.lastname@example.org; or via fax to 301-206-7013.