Read & Bill Customer Water Rates Correction Q&A

February 13, 2008

 

 

Background

Denver Water recently discovered an error in the formula used to calculate Read & Bill customers’ bills beginning Jan. 1, 2007 which resulted in customers being overcharged. All single-family residential Read & Bill customers will receive a credit on their Denver Water account to compensate for the error.

 

How do I know if I’m a Read & Bill customer?

Read & Bill customers are suburban customers, not customers in the City and County of Denver. To determine if you are a Read & Bill customer, please call our Customer Care department Monday - Friday, 7:30 a.m. - 5:30 p.m. at 303-893-2444.

 

When will I get my credit?

The one-time credits will be issued in Denver Water bills dated on or after April 30, 2008.

 

How much will my credit be?

Customers will receive a credit in the amount they overpaid. The average credit amount is estimated to be approximately $44. Some customers will receive more, others will receive less.

 

Why/how did this happen?

Inadvertent use of an incorrect rate calculation led to this billing error for Read & Bill customers. 

 

How far back does this incorrect rate go?

The incorrect billing rates started January 1, 2007, and were applied to bills through the first billing period of 2008. We have adjusted the rates and will determine customer credits over the next few weeks.

 

Did you check other years to ensure other problems didn’t happen?

Yes, we researched past rates to ensure the error did not occur before 2007.

 

How do I know that this won’t happen again?

Denver Water takes full responsibility for the error, and we are taking appropriate steps to correct the mistake. As a result, we are implementing new quality-control procedures to prevent similar errors in the future. We appreciate your understanding and patience.