The Board’s role in considering customer complaints is focused only on determining whether the utility has followed the Board-approved Regulations in its dealings with customers. The Board does not act as a mediator or order financial payments by either party. Such issues are left to whatever legal channels that the customer, or the utility, may wish to pursue. The Board only has authority over the utility's actions up to the point where the service reaches the customer’s meter. The Board has no authority to investigate or comment on consumption issues on the customer’s side of the meter.

Before going to the Board, you must first try to resolve your complaint directly with the utility. If your complaint is about Halifax Water, you must contact its Dispute Resolution Officer (DRO). If you are dissatisfied with the DRO's decision, you have 30 days from the date of the decision to appeal it to the Board.

For complaints about other municipal water utilities, you may proceed directly with your complaint to the Board.

For information about how to proceed with your complaint, please follow these three easy steps: