Addressing a water bill delay and refund

What happened

Navya, president of her condominium board, contacted our office after several months of attempting to dispute an $18,000 water bill with the City.

What we did

We referred Navya to City staff in Revenue Services and Toronto Water. When she didn’t receive a response, she returned to our office.

With Navya’s consent, we followed up with Revenue Services. Staff agreed they would escalate the matter to a supervisor at Toronto Water to determine the status of the complaint.

The result

Revenue Services followed up with Navya. She subsequently told us that the matter was resolved and the City had issued a refund for the majority of the bill.

Why this matters

Large billing disputes can create significant financial uncertainty for residents. Clear and timely communication can help prevent prolonged stress and ensure property owners aren’t left navigating complex systems on their own. Our involvement helped make sure Navya’s concerns reached the right staff for a fair resolution.