About WACA

The Office of Water Advocacy & Customer Appeals (WACA) serves as a neutral advocate for Baltimore City water customers. WACA helps resolve billing disputes, ensures fairness, and promotes accountability in water and wastewater services.

WACA is an independent office that acts as a customer advocate for residents experiencing issues with water or sewer bills. The office works to ensure that all customers are treated fairly and have access to clear, transparent processes when disputes arise.

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Why WACA Exists

 

WACA was established in response to the Water Accountability & Equity Act, recognizing that:

  • Water affordability is a growing concern
  • Assistance programs alone are not enough
  • Greater accountability, transparency, and equity are needed in billing systems 

Core Functions

WACA’s work focuses on:

  • Customer Advocacy: Acting as a neutral intermediary between customers and the City
  • Dispute Resolution: Reviewing and resolving billing concerns
  • Investigations: Conducting detailed analyses of billing issues
  • Oversight Support: Contributing to accountability through reporting and review processes

Common Causes of Billing Disputes

While each case is unique, disputes may arise from:

1. Unusual water usage
2. Meter issues
3. Billing errors
4. Leaks or infrastructure problems

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How the Process Works

  1. Dispute Submitted: A customer raises a concern about a water or wastewater bill.
  2. Investigation: WACA reviews Billing history, Usage patterns, Account details and relevant policies
  3. Analysis & Findings: A structured investigation framework is used to determine the cause of the issue.
  4. Determination: WACA issues a decision or recommendation based on findings, in accordance with City code.
  5. Resolution: The outcome is communicated, and next steps are provided to the customer.
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Oversight & Accountability

WACA operates under Baltimore City Code (Article 24) and is supported by an oversight committee to ensure transparency and accountability in its operations.

Impact & Data Snapshot

Hundreds of cases investigated annually

Disputes tracked by district, ZIP code, and investigation type

Tiered investigation approach based on complexity

Includes appeals related to affordability programs such as Water4All 

Get Help

If you need assistance with a water or sewer billing issue, WACA is here to help.

Call (443) 984-WACA

Send an email