Customers who have made a repair on private property, had a repair made by the City of Atlanta Department of Watershed, fallen victim to vandalism, believe there is a billing error, or are requesting the removal of a late fee/penalty may be eligible for an account adjustment.

In accordance with Atlanta City Code Chapter 154 Article II, the Department of Watershed Management (DWM) may grant adjustments and credits for water that flowed through a meter for the following reasons:

• Billing Errors
• Fees and Penalties
• Leaks (including some customer-side leaks and leaks resulting from vandalism)
• Meter Leaks

Customers may request an adjustment for one the reasons listed above by completing the Adjustment Request Form and submitting it the Department of Watershed Management in one of the following ways:

• Online: Complete the fields and upload a complete Adjustment Request Form.
• Email: Download the Adjustment Request form, complete it, and email it to: dwmadjustments@atlantaga.gov
• Mail: Download the Adjustment Request form, complete it, and mail it to:

Attn: Office of Customer Care & Billing Services

City Plaza, 72 Marietta St.,

Atlanta, GA 30303

• In person: Download the Adjustment Request form, complete it, and submit it to one of the DWM's customer service walk-in centers:

Atlanta City Hall, 55 Trinity Ave., Atlanta, GA 30303

2 City Plaza, 72 Marietta St., Atlanta, GA 30303

Criteria to be eligible for an adjustment:

• Adjustment requests must be submitted via one of the methods listed above.
• Adjustment requests must be requested in writing by the customer, using the form approved by the Department of Watershed Management.
• The Adjustment Request Form must be fully complete, or the request will not be processed (see link below for form).
• Adjustment requests must be received by the Department within 12 months of the "Payment Due By" date on the bill that includes the relevant charges.
• Adjustment requests for Leaks must include satisfactory proof that the leak existed and was repaired. This may include receipts for paid invoices; receipts for parts or equipment; reports or photographs; evidence of vandalism such as a police report; or other evidence that, in the Commissioner's discretion, supports an adjustment request. The Commissioner, at his/her discretion, may verify that repairs have been made. Invoices without proof of payment will not be accepted.
• The Customer MUST PAY the Temporary Payment Amount, as determined by the Commissioner, for the billing period(s) being disputed within twenty (20) days of receiving the Adjustment Acknowledgement Letter, or the adjustment request WILL NOT be processed.
• Submission of an adjustment request, receipt of a determination letter, or payment of the Temporary Payment Amount does not relieve the Customer of the obligation to pay undisputed past, current, or future charges for water and sewer services.

For refunds, misapplied payments, credit transfers, or address changes, please return to ATL311.com and type your selection in the search field.

How does the adjustment process work?

Once the adjustment request is submitted, a member of DWM's Customer Resolutions team will review the request and provide a written acknowledgement of the request. Once the request is investigated, a decision will be made and Customers will receive a written decision letter.

To submit an adjustment request online, use the following steps:

1. Complete all fields in the form below, including:

- Contact First and Last Name (Business Name if applicable)

- Email Address

- In the “Address” field, please list the location address, not the mailing address

2.  Fully complete and upload the Adjustment Request form below and supporting documents by clicking the "Upload File(s)" button: 

- If a leak existed, documentation that shows the leak was repaired.

- Any additional documentation that supports the adjustment request.

         3.  After completing the fields and uploading supporting documentation, click the Submit button. 

Customers that are dissatisfied with the adjustment decision have the right to appeal within fourteen (14) days of the date that the decision letter was received.

For further assistance, contact Customer Service at (404) 546-0311.

I agree that by providing my email address on this form, all notifications concerning this adjustment request may be sent by the City to this email address. If I do not provide an email address, the decision letter will be mailed to me via the US Postal Service.