If a customer suspects an incorrect water, sewer, or sanitation charge, they can initiate a bill complaint to have the issue investigated.
Contact us by phone, at an office location, by mail, or by fax to begin the bill dispute process.
During an investigation, you do not need to pay charges that are under dispute. However, you do need to pay an amount similar to your typical monthly bill during the investigation to avoid falling behind on your typical use.
If the investigation has not been completed by the time the following month’s bill is mailed, the subsequent bill will inform you in the Important Information section that the previous bill’s charges are under investigation. The amount due on this bill will only reflect the charges for the new billing period, and it will not require payment of the prior bill’s charges that are under investigation. This new bill and all following bills should be paid in full.
During the investigation period, if a following month’s bill also has charges you believe are incorrect, you should contact Customer Service to request investigation of the charges in the new bill. You will once again be asked to pay an amount similar to your typical bill.
If you are not satisfied with the results of your hearing, you have several options available:
Rehearing, Reopening, or Reconsideration of Judgment:A decision, judgment, or order in a case of adjudication shall be subject to rehearing, reopening or reconsideration by the Board within ten (10) days from the date of the Judgment, provided the customer submits its request in writing with the reasons for the rehearing, reopening, or reconsideration. The Board may grant a rehearing, reopening, or reconsideration on one of the following grounds:
All requests for rehearing, reopening, or reconsideration must be submitted to the Board by U.S. Mail to the address provided below. All requests for rehearing, reopening, or reconsideration must be postmarked within ten (10) days from the date of the Judgment.
Sewerage and Water Board of New Orleans
Attention: Revenue Administration
Re: Notice of Rehearing, Reopening or Reconsideration of Judgment
625 St. Joseph Street
Room 127
New Orleans, Louisiana 70165
(Source: La. Rev. Stat. § 49:977.1)
APPEAL OF ADMINISTRATIVE HEARING JUDGMENT TO THE CITY COUNCIL:
Pursuant to Ordinance No. 29278 M.C.S., you have the right to appeal the administrative hearing officer’s judgment to the New Orleans City Council within forty-five (45) days from the receipt of your administrative hearing judgment from the Board. Attached to this email is the City Council’s Customer Appeal Form, which includes appeal instructions. You may contact the City Council Utilities Regulatory Office at 504-658-1110 for guidance on the appeals process, or visit https://council.nola.gov/resources/swbno-customer-appeals/ for additional information and an online form.
APPEAL OF CITY COUNCIL DECISION TO THE CIVIL DISTRICT COURT FOR THE PARISH OF ORLEANS:
You have the right to appeal the City Council Decision within thirty (30) days from the transmission of the notice of the final decision to appeal to the Civil District Court for the Parish of Orleans.
(Sources: La. Rev. Stat. § 49:979 and City Council SWBNO Customer Appeal Form)
REQUEST FOR PUBLIC RECORDS:
You may request copies of the audio recording of the administrative hearing, judgment, and/or records used by the Board during the hearing by submitting a public records request at https://swbno.nextrequest.com/requests. (Source: Louisiana Public Records Act—La. Rev. Stat. § 44:1, et seq.)