Dallas Water Utilities (DWU) is committed to providing accurate water meter readings and reliable customer billing. While questions may occasionally arise regarding individual water bills, approximately 99% of customers receive accurate meter readings and bills each month, reflecting the effectiveness of DWU’s established meter reading, billing, and validation process.
With approximately 330,000 active water meters across the city, fewer than one percent of meter readings require additional review through DWU’s validation process. A water meter is a device used to measure and record the amount of water delivered to the property. Most residential water meters are located underground in a meter box near the curb or property line. Although meter sizes vary depending on the service connection, each serves the same purpose: measuring water consumption for billing, system monitoring and customer account management. Water meters are read manually by trained meter readers. Most residential meters used by DWU are positive displacement (PD) mechanical meters. These meters contain moving parts; they naturally experience wear overtime. Rather than registering more water as they age, over time, mechanical water meters may gradually lose some of their ability to measure very low water usage.
To help maintain measurement accuracy, DWU operates an ongoing meter replacement program. Following established industry standards, meters are routinely evaluated and replaced based on factors such as age, condition, performance, and operational needs, with most being considered for replacement within a 10- to 15-year service life.
DWU also maintains multiple measures designed to identify readings that differ significantly from a customer’s typical usage. When a meter reading falls outside of expected consumption patterns, it is flagged for additional review and verification before the billing process is completed. These exception review procedures provide an added layer of validation and support accurate billing and customer confidence. Although the meter reading process is closely monitored and supported by established validation measures, no large-scale operation is entirely immune to occasional discrepancies.
With approximately 330,000 active water meters across the city, only a small fraction of meter readings require additional review, underscoring the overall accuracy and reliability of DWU’s meter reading and quality assurance processes.
The way that Dallas Water Utilities (DWU) reads meters did not change with the implementation of the City’s new utility bill system and upgraded DallasGo on May 18. Providing accurate billing remains a core responsibility of Dallas Water Utilities. Through trained field personnel, routine meter replacement, established procedures and responsive customer service, DWU continues to invest in the systems and processes that support accurate meter readings and timely resolution of customer concerns.
If a customer believes their water bill does not accurately reflect their water usage, DWU encourages them to contact DWU Customer Service so the account can be reviewed. Each inquiry is evaluated individually, and staff will investigate the meter reading, account history and other relevant information to determine whether any adjustments or additional actions are warranted.
Customers may contact DWU Customer Service at 214-651-1441, Monday through Friday, from 8 a.m. to 5 p.m. Assistance is also available by emailing [email protected] with the customer’s name, service address and contact information. Customers may also submit billing inquiries, adjustment requests, payment extension requests and other service requests through the DallasGo customer portal.
Additional information on the upgraded DallasGo payment platform can be found at dallas.gov/DallasGo.