Billing Disputes

Windsor Utility customers have the option to dispute a utility statement. Please complete and return the Utility Appeal Application (PDF). For more information regarding the process, email utilities@windsorgov.com. 

Any dispute regarding a customer’s utility bill shall be directed to the Customer Service Supervisor for resolution using the procedures listed below within thirty (30) calendar days of the mailing date of the bill or notice in question. The customer waives the right to appeal thirty (30) calendar days of the mailing date of the bill or notice in question.

1) Customers must complete a Utility Bill Appeal (PDF) Form. The customer’s written request for appeal, along with supporting documentation will be submitted to the Customer Service Supervisor for review and investigation.

2) The Customer Service Supervisor’s written decision will be mailed to the customer within fourteen (14) business days of receipt of the Form and will be sent using the mailing address supplied on the Utility Bill Appeal (PDF) Form.

3) If the customer still believes the bill is incorrect, the customer must submit his or her request for further review in writing to Windsor Customer Service no later than fifteen (15) calendar days after the postmark of the Customer Service Supervisor’s written decision.

4) Utility Billing will review the initial appeal, any supporting documentation, and the Customer Service Supervisor’s written decision. Upon completion of this review, a written decision from Windsor Customer Service will be mailed to the customer at the mailing address supplied on the Utility Bill Appeal (PDF) Form.

The Town of Windsor Utility Billing Policy (PDF) serves as a guide that helps direct the town’s Customer Service staff when considering billing appeals.

The Town of Windsor is not responsible for Homeowner Association (HOA) non-potable water systems. For that, please consult with your specific HOA.