How to Request an Adjustment to Your Water Bill
If you have a leak, you may qualify for an adjustment to your water bill. Submit an online form (below) or mail a letter to us with the following information:
- How and when the leak occurred
- When the leak was repaired
- Enclose or attach copies of proof of repair (such as plumber’s bill, parts receipt, etc.)
- OR if you, or others made the repair with parts on hand and have no receipts, please state that in the form or letter
- Include your account number and a daytime phone number so we can contact you if we have any questions
You can expect a written response from the District within 15 business days from the date of your next bill, so that the adjustment can cover all possible water loss. In most cases, the credit will be applied after your next bill. Please pay your current bill in full to avoid any late penalties. For customer payment assistance, call (925) 688-8040. Please Note: No more than one adjustment shall be made to bills for water delivered in any 24-month period beginning on the first day of the billing period for which an adjustment is made.
If you are sending a letter by mail, address it to:
Attn. Leak Adjustment
1331 Concord Avenue
Concord, CA 94520
Leak Adjustment Requirements
The requirements and details related to CCWD's adjustment of bills are located in our Title 5 Code of Regulations (PDF) Section 5.40.090 (Adjustment of Bills).
If a District bill for water service is disputed because the metered quantity delivered is excessive, the District shall credit the customer's account by one-half of the quantity charge applicable to the amount of water that exceeded the customer’s normal use and by the full amount of any related excess use charge for the excess use subject to the following conditions:
- The District after investigation shall find all of the following:
- The meter was operating accurately;
- There was no evidence that the excessive use was due to the intentional or negligent act of the customer;
- After receipt of a District bill showing excessive use of water, the customer took prompt and reasonable action to ascertain the cause of the excessive use and to correct it;
- The customer promptly repaired all known or apparent water leaks beyond the point of delivery by the District.
- The customer did not have excess use charges in the twenty-four-month period prior to the disputed bill.
- The amount of normal use shall be determined by the District. The average measured quantity delivered during the same billing period or periods in the preceding two years will be used when available and representative of normal use.
If the customer has incurred excess use charges in the prior twenty-four month period, the District shall credit the customer’s account by one-half of the quantity charge applicable to the amount of water that exceeded the customer’s normal use, but only by one-half of the excess use charge for the disputed billing period.
- No adjustment shall be made for any charge or surcharge not based on the quantity of water delivered.
- No adjustment shall be made for any period longer than six months or for water delivered after sixty days after the District notifies the customer of the excessive use.
- No adjustment shall be made for an amount less than 3 hundred cubic feet (HCF).
- No more than one adjustment shall be made in bills for water delivered in any twenty-four-month period beginning on the first day of the billing period for which an adjustment is made.