The city of Dallas has about 330,000 active water meters throughout the city, and fewer than 1% of meter readings require additional review, according to the release.
Juan Figueroa/Staff Photographer
As Dallas residents continue adjusting to the city’s updated DallasGo billing system, some residents have reported higher than usual water bills.
If you think there may be an issue with your water bill, here’s what to know.
Why is my water bill higher than usual?
Higher-than-normal water bills can happen for a variety of reasons, including:
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- A water leak at your home
- Higher water usage, such as filling a pool or watering your foundation
- An incorrect or estimated meter reading
Customers may also be affected by the city’s updated DallasGo billing platform, which launched in May and required customers to re-register their accounts.
Some Dallas residents faced incorrect thousand-dollar water bills, as well as a new 3.15% convenience fee attached to one-time online or phone payments, as previously reported by The Dallas Morning News. One Dallas resident told The News she received a water bill for $5,776.23 when her average bill typically is lower than $115.
Related: Dallas water billing rollout sparks complaints over billing errors, long hold times
During the transition to the updated system, Dallas Water Utilities has put a pause on late payment fees and water service disconnections.
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The new 3.15% convenience fee is charged by and paid directly to the third-party processor, according to the city’s website. Payment options that require the 3.15% convenience fee include:
- Manual payments online with an eCheck, credit card or debit card
- Manual payments by phone with an eCheck, credit card or debit card
- AutoPay if using a credit card or debit card
- Quickpay, formerly GuestPay, using any payment method
To avoid paying the 3.15% convenience fee, customers can:
- Set up AutoPay using eCheck, with your bank’s routing and account numbers
- Pay by mail with a check or money order
- Make an in-person payment at Dallas City Hall
How can I get my water meter checked in Dallas?
A water meter is used to measure and record the amount of water delivered to the property. Residential meters are generally located underground in a meter box near the curb or property line, according to a July city news release.
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The city of Dallas has about 330,000 active water meters throughout the city, and fewer than 1% of meter readings require additional review, according to the release.
While water use is measured by meters and read by trained staff, the city may estimate a reading if a meter is covered by a car, ice or similar items, according to the city’s website. In those cases, usage is based on previous months, which could cause your bill to not be accurate to your water usage that month.
If you have a question about your water meter or would like to request to have it checked, call Dallas Water Utilities at 214-651-1441.
If I had a water leak, can I get money back on my water bill?
Customers can report water leaks through Dallas 311 by calling the department, using the Dallas 311 app or filing a service request online.
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Related: How to report potholes, code violations, missed trash pickups in Dallas
Individuals can also request a leak adjustment in cases where a water leak caused a significant increase in water consumption, resulting in a higher water bill.
Customers must submit their leak adjustment request within 90 days of completing the repairs to be eligible. More information about the program can be found on the city’s website.
What if I can’t afford to pay my water bill?
Some individuals may qualify for Dallas Water Utilities’ financial assistance program, called Operation WaterShare. Customers can call the Martin Luther King Jr. Community Center or the West Dallas Multipurpose Center.
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How can I contact Dallas Water Utilities?
Dallas residents can contact Dallas Water Utilities customer service Monday through Friday from 8 a.m. to 5 p.m. by calling 214-651-1441.
Customers who have a question or issue with their water bill can also email dallasgo@dallas.gov.