# § 2-19 Office of Customer Advocacy . . .  –  Request for assistance.

Current through 2026-07-17. Source: City of Balt., Md., Ord. 26-129. Published by the Baltimore City Department of Legislative Reference.

## § 2-19 Office of Customer Advocacy . . .  –  Request for assistance.

Balt., Md., Code art. 24, § 2-19 (2026)

(a) A customer may seek Office assistance by submitting a written or oral request to the Department        or to the Office within 90 calendar days of any disputed Water-for-All Discount Program        determination or other Department action or decision related to water and wastewater billing,        service cut-offs, or lack of notice of billing-related issues.

(b) The right to dispute a determination by the Department before the Department, the Office, or the ECB may not be limited, except as otherwise stated in <cite data-path="|24">this article</cite>.  Thus, a customers may  not be required by the Department, the Office, or the ECB to do any of the following as a prerequisite to having the customer’s appeal heard:

  (1) pay money to any party, including a plumber;

  (2) prove that DPW equipment is faulty; or

  (3) pay bills that are being challenged by the customer.

(c) All proposed new or modified rules and regulations that govern or affect the operations of the Office or ECB or that delimit rights granted customers by <cite data-path="|24">this article</cite> shall be published for public comment and shall be posted online in both draft and final form.

*History: Ord. 20-336*

*History: Ord. 20-468*