Utilities Customer Service

Customer Adjustment Request Policy

Residential Customers: 

Policy: Allow a one-time adjustment in 12 month period to reduce payment due on an account affected by filling a swimming pool, leak, new sod, unexplained use, etc. 

BILLING ADJUSTMENTS

All customers must fully complete and submit an adjustment request application within 60 days from 1st or 2nd consecutive affected bill date. 

Customers are eligible for an adjustment once per 12 month period. The consumption period to be adjusted cannot exceed two consecutive billing cycles. The consumption amount attributed to the leak must be at least 20,000 gallons above the account average or double the account average for the past 6 months.

Once the application is received, the customer will be notified within 30 - 45 days of adjusted amount.

Any suspicious behavior, such as altering dates or falsifying documents, will result in adjustment requests being denied.

  • The average ‘normal’ monthly use is calculated based on the customer’s consumption history for the past 6 months. The excess consumption is calculated at the lowest tiered rate. The difference is the adjusted amount and will be applied as a credit to the customers’ account.
  • For new accounts with no history, consumption from the next two billing cycles will be considered to determine "normal" monthly usage. Usage of 15,000 gallons will be used as an average for accounts closed before the next two billing cycles. If the affected bill has less than 20,000 gallons, it will not be considered for an adjustment. 
  • Payments must continue to be made by the due date to avoid disconnection of service.
You can submit your application form to wscustomerservice@seminolecountyfl.gov, fax (407) 665-2125 or bring it to the Business Office at 500 W. Lake Mary Blvd, Sanford, FL 32773. If you have any questions, you can reach the Business Office at (407) 665-2110.

Application Form Button

Commercial Customers:

Policy: Allow a one-time adjustment in 12 month period to reduce payment due on an account affected by a leak, new sod, unexplained use, etc.

BILLING ADJUSTMENTS

All customers must fully complete and submit an adjustment request application within 60 days from 1st or 2nd consecutive affected bill date. 

Customers are eligible for an adjustment once per 12 month period. The consumption period to be adjusted cannot exceed two consecutive billing cycles. The consumption amount attributed to the leak must be at least 50,000 gallons above the account average or double the account average for the past 6 months.

Once the application is received, the customer will be notified within 30 - 45 days of adjusted amount.

Any suspicious behavior, such as altering dates or falsifying documents, will result in adjustment requests being denied.

  • The average ‘normal’ monthly use is calculated based on the customer’s consumption history for the past 6 months. The excess consumption is calculated at the lowest tiered rate. The difference is the adjusted amount and will be applied as a credit to the customers’ account.
  • For new accounts with no history, consumption from the next two billing cycles will be considered to determine "normal" monthly usage. 

You can submit your application form to wscustomerservice@seminolecountyfl.gov, fax (407) 665-2125 or bring it to the Business Office at 500 W. Lake Mary Blvd, Sanford, FL 32773. If you have any questions, you can reach the Business Office at (407) 665-2110.

Application Form Button