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Label:
Service
Please email or call us if you have a concern about your bill. If we can’t resolve your concern, you may file a formal, written appeal to the Administrative Review Committee at no cost.
Writing and sending an appeal takes about 30 minutes.
How to appeal your bill
If you have an issue with your bill or account, first email us or call 503-823-7770 to see if a Customer Service Representative can help. If they are not able to resolve your issue or concern, you have the right to file a written appeal with the Administrative Review Committee.
To appeal, write down:
- a summary of your issue or concern;
- the specific remedy you are requesting; and
- the steps or effort you have taken to resolve the issue.
You can submit your written appeal by email (PWBCustomerService@portlandoregon.gov) or mail a printed copy to the following address:
City of Portland Customer Service
1120 SW 5th Ave., Suite 405
Portland OR 97204
The Administrative Review Committee meets each month. You do not have to be present at the meeting when the committee reviews your appeal. After the Administrative Review Committee meets and reviews your appeal, they will send you their decision in writing.
Requesting a change to the stormwater billable area category assigned to your single-family residential property
Residential single-family properties, where there is only one single-family City of Portland Utility account per tax lot, are billed for stormwater management using small, standard, or large categories, depending on how much stormwater billable area is on their property. If you believe your assigned category should be different, you can learn how to request a change to your category in our guide to requesting a change to the stormwater billable area category assigned to your single-family residential property.
Once your completed form is received, the information you provided will be compared to the City of Portland Utility Billing data to confirm that your account is eligible for review. Depending on the communication preference you defined in the review request form, an email or mailed letter will be issued to inform you of the next steps. You will receive another communication once the review is complete. If you believe the City has improperly measured stormwater billable area, and are unable to resolve this discrepancy through the review process, you may have the right to appeal the City’s determination.
About the Administrative Review Committee
The Administrative Review Committee meets monthly to review billing appeals. The committee has three members:
- one representative from the Portland Water Bureau, confirmed by the Commissioner-in-Charge
- one representative from the Bureau of Environmental Services, confirmed by the Commissioner-in-Charge
- one member of the Portland Utility Board
Administrative Review Committee meetings are open to the public. See the sidebar for information about upcoming public meetings.
Past meeting notes
Administrative Review Committee August 11, 2026
ARC Members: Korya Ames (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Lauren Rosenkranz (Public Utility Board)
Staff: Alex Kurilenko (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested a water and sewer adjustment for unexplained usage. The ARC found city code was followed and denied the adjustment request.
Second appeal heard: Customer requested further adjustment to the water and sewer charges on their bill. The ARC denied the request because the adjustment for a sewer affected leak was properly applied and no further adjustment could be provided.
Third appeal heard: Customer requested adjustment for meter that was not read for long period of time due to the meter being blocked. The ARC determined that the readings were correct and the meter functioned properly. ARC authorized a goodwill adjustment for some of the water and sewer charges in dispute.
Administrative Review Committee July 14, 2026
ARC Members: Alex Reagan (Portland Water Bureau), Sherri Peterson (Bureau of Environmental Services), Lorraine Wilson (Public Utility Board)
Staff: Alex Kurilenko (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested an additional water and sewer adjustment due to a leak for an entire year. The ARC ruled an adjustment could not be provided because an adjustment was already processed for two billing periods in one twelve-month period as allowed by City Code.
Second appeal heard: Customer requested a water and sewer adjustment for unexplained usage. The ARC denied the adjustment because the meter was tested, and the meter readings were verified during the billing periods in dispute.
Third appeal heard: Customer requested further adjustment to the water and sewer charges on their bill. The ARC granted an adjustment to the winter average and consumption based on same time the year before.
Administrative Review Committee June 9, 2026
ARC Members: Alex Reagan (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Bruk Berhanu (Public Utility Board)
Staff: Joey Kendig (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested an additional water and sewer adjustment due to a leak for an additional bill period. The ARC ruled and adjustment could not be provided because the usage from the same time the prior year was higher.
Administrative Review Committee May 12, 2026
ARC Members: Korya Ames (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Alexis Rife (Public Utility Board)
Staff: Joey Kendig (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested water and sewer adjustment due to a leak. The ARC ruled and adjustment could not be provided because the usage from the same time the prior year was higher.
Administrative Review Committee April 14, 2026
ARC Members: Ryan Newhouse (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Darrel Bobb (Public Utility Board)
Staff: Joey Kendig (Portland Water Bureau, Customer Service)
First appeal heard: Owner requested to change the date when responsibility for bill started so that the tenant could be billed. The ARC ruled that the owner was responsible as it was a multifamily property.
Second appeal heard: Customer requested an additional water and sewer adjustment for a leak. The ARC ruled that the leak adjustment was processed correctly and provided no further adjustment.
Third appeal heard: Customer requested an adjustment for water and sewer charges. The ARC ruled to provide an adjustment on water and sewer based on projected usage.
Administrative Review Committee March 10, 2026
ARC Members: Alex Reagan (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Cormac Burke (Public Utility Board)
Staff: Reyna Aguilar Solis (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested water and sewer adjustment for unexplained usage. The ARC denied the adjustment because the meter was tested, and the meter readings were verified during the billing periods in dispute.
Second appeal heard: Customer requested sewer adjustment for long term water leak at property because water did not go into the sewer. The ARC provided a sewer adjustment for the time period requested.
Administrative Review Committee February 18, 2026
ARC Members: Korya Ames (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Kyle Chipman (Public Utility Board)
Staff: Reyna Aguilar Solis (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested water and sewer adjustment for unexplained usage. The ARC provided a goodwill adjustment for 50% of the estimated loss based on customer due diligence in trying to find the reason for the unexplained usage.
Administrative Review Committee February 13, 2026
ARC Members: Korya Ames (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Kyle Chipman (Public Utility Board)
Staff: Reyna Aguilar Solis (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested water and sewer adjustment for unexplained usage. The ARC provided a goodwill adjustment for 50% of the estimated loss based on customer due diligence in trying to find the reason for the unexplained usage.
Administrative Review Committee February 10, 2026
ARC Members: Korya Ames (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Kyle Chipman (Public Utility Board)
Staff: Reyna Aguilar Solis (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested water and sewer adjustment for unexplained usage. The ARC decided to schedule a second session to get more information from customer and customer service about possible causes of the use.
Second appeal heard: Customer requested water and sewer adjustment for unexplained usage. The ARC decided to schedule a second session to get more information from customer and customer service about possible causes of the use.
Administrative Review Committee January 13, 2026
ARC Members: Alex Reagan (Portland Water Bureau), Eli Rosborough (Bureau of Environmental Services), Darrel Bobb (Public Utility Board)
Staff: Marisa Patino (Portland Water Bureau, Customer Service)
First appeal heard: Customer requested water and sewer adjustment for the usage caused by vandalism or water theft. The ARC ruled to provide a courtesy sewer adjustment for the billing period that had high usage based on same time last year.