Customers
Billing Adjustments
In the event that your service is interrupted through no fault of your own, and remains interrupted for more than two days after being reported or found to be out of order, appropriate adjustments or refunds will be made. All other billing errors, including incorrect tariff applications, may be adjusted to the known date of error or for a period of one year, whichever period is shorter.
Leaks
We can adjust unusually high bills that are the result of underground service pipe leaks or leaks in crawl spaces or concrete floors. Adjustments will be 75 percent of the charge for wasted water estimated from the beginning date of the leak to the date of repair. This period cannot exceed two regular reading periods unless extended by missed meter readings. Indianapolis Water will inspect the premises to determine the cause of the leak. Wastage is defined as excess water consumption when compared to normal usage. This is determined by reviewing your account history, or based on average consumption for the previous calendar year for the appropriate customer classification.
Other adjustments for hidden leaks will be made at 50 percent of the charge for wasted water. The period adjusted shall not exceed one regular reading period unless extended by missed meter readings. The adjustment will be considered only one time per customer per service address, and only in the following situations: (a) when consumption is at least double normal usage, (b) consumption is at least 2,000 cubic feet more than normal, (c) total consumption for the reading period exceeds 2,800 cubic feet, (d) circumstances indicate that a leak exists or had existed, (e) the leak was hidden from open view, including toilet leaks and other concealed plumbing leaks, and (f) repairs have been made.
An adjustment will only be given after you have fixed the leak and it has been inspected by Indianapolis Water to determine that repairs have been properly made.
