Appeals Process

Eligibility Criteria for Filing an Appeal

A customer may request an appeal only after all of the following conditions are met:

• Account in Good Standing
  • The account must not have any past due balances unrelated to the disputed bill.
• Dispute Must Be Timely
  • The appeal must be initiated within 30 calendar days of the billing date on the disputed bill.
• Required Steps Completed
  • Customers must complete all pre-appeal resolution steps prior to submitting an appeal.
• Allowable Disputes
  • High usage unexpectedly
  •  Suspected meter malfunction
  • Leak on property (now repaired)
  • Billing error (dates, rates, fees)
  • Previous payment not applied

Required Pre-Appeal Steps

Before an appeal can be filed, customers must attempt to resolve the issue informally. These steps are mandatory:

• Review the Bill
  • Log in to the online portal or check the mailed bill.
  • Note the charges in dispute (e.g., usage, service fees, penalties).
  • Compare usage to previous months to identify anomalies.

• Contact Customer Service
  • Call 601-500-5200 or email JXN Water’s Customer Service Department to review your hourly usage.
  • Provide account number, a description of the issue, and any relevant documentation (photos, plumber’s report, etc.).
  • Allow 5 business days for a response.
  • If resolved, no further action is needed.
  • If unresolved, ask for a Customer Service Supervisor.

Appeals Review Process

• Step 1: Initial Review (within 5 business days)
  • Appeals Officer will confirm that all pre-appeal steps were completed.
  • Appeals Officer will protect the account from disconnection until the final decision has been made.
  • If incomplete, the appeal will be rejected with instructions.
• Step 2: Investigation (within 15 business days)
  • Staff will review billing records, meter data, and submitted documentation.
  • May schedule an on-site inspection or call the customer for clarification.
• Step 3: Decision Notification
  • A written decision will be emailed or mailed within 21 business days of receiving the complete appeal.
  • Possible outcomes:
    • Appeal Approved: Bill will be adjusted or charges waived.
    • Appeal Denied: Full amount remains due.
    • Partial Adjustment: Some charges removed, others remain.
• Step 4: Final Review (Optional)
  • If unsatisfied, the customer may request a Final Administrative Review within 10 business days of the decision. This will be reviewed by a separate Appeals Committee. The committee’s decision is final.

Payment During Appeal

• Customers are must pay the undisputed portion of their bill.
• Late fees and disconnections will be suspended on the disputed amount while the appeal is under review.

Repeated Appeals or Abuse

• Appeals on the same issue will not be accepted more than once unless new evidence is presented.
• Submitting false documentation or abusing the appeals process may result in disqualification from future appeals

Submitting a Formal Appeal

Appeals must be submitted within 10 business days after completing pre-appeal steps.

• Required Documentation:
  • Completed Appeals Request Form (include customer name, address, account number).
  • Copy of the disputed bill(s).
  • Description of the issue and basis for dispute.
  • Copies of correspondence with Customer Service.
  • Photos of meter readings, repair receipts, plumber’s report (if applicable).
  • Results of meter re-read or test.