SWBNO Streamlines Billing Dispute Process to Address Backlog
For Immediate Release: Friday, October 4, 2024 9:42 AM
NEW ORLEANS, LA – The Sewerage and Water Board of New Orleans (SWBNO) is streamlining its billing dispute process in partnership with the New Orleans City Council. The Council recently allocated $3.4M to provide additional resources to support this effort. HGI, the contractor chosen by the City Council to support SWBNO, started on September 6 and is now working alongside SWBNO staff to independently review customer accounts and address the backlog of billing disputes.
Moving forward, all customers who wish to dispute a SWBNO bill can take the following actions:
- Contact HGI directly via email at support@swbno.zohodesk.com or phone at 504-910-6484.
- Visit SWBNO's Customer Service Center. HGI staff will be available at the Eastbank Customer Service Center (625 St. Joseph St.) Monday through Friday from 8:30a.m. - 4:00p.m. to work directly with customers to resolve their billing disputes.
If a customer contacts SWBNO regarding a bill dispute, the customer service agent will flag the account for investigation and share the information with HGI, who will reach out directly to the customer. SWBNO Customer Service staff will also offer HGI’s contact information if the customer would prefer to reach out directly.
All existing bill disputes have been transferred to HGI. The firm is currently working through the list in coordination with SWBNO. No action is required for customers with existing disputes.
"These additional resources, coupled with our new Smart Metering Program, will transform our utility's billing practices, bringing more transparency and accountability," said Ghassan Korban, SWBNO Executive Director. "Alongside the City Council, we are working hard to speed up and resolve billing disputes as we move into the next chapter of customer service with our Smart Metering Program."
SWBNO's Smart Metering Program remains on track to install half the city’s residential smart meters by the end of 2024. Starting in 2025, SWBNO's meter reading team will concentrate on collecting actual reads from the remaining 70,000 meters and will no longer generate bills based on estimates, in accordance with new legislation. Next month, SWBNO residential customers without a smart meter will we be given the choice to opt in to fixed billing until their smart meter is installed.
For the latest information regarding bill disputes and adjustments, visit https://www.swbno.org/CustomerService/BillDisputeAndAdjustments.
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