Committee for Office Oversight for the Office of Water Advocacy & Customer Appeals; April 27, 2026

The CharmTV Citizens' Hub held a Committee for Office Oversight meeting on April 27, 2026, focusing on the Office of Water Advocacy and Consumer Appeals (WAKA) within the Department of Public Works. The discussion centered on WAKA's role in investigating water billing disputes and providing relief, with over $1.3 million granted in bill adjustments since September 2023. Committee members reviewed case metrics, noting a backlog of investigations and delays in processing appeals, with an average of five new cases per week and some investigations taking up to a year. The committee emphasized the need for improved automation, better communication with customers (especially those without reliable email access), and clearer processes to avoid duplication between WAKA and the Department of Public Works (DPW). A key procurement-related action item was a committee request for a report by August 17, 2026, detailing the status of 92 recommendations made to improve water billing dispute processes, including technology upgrades and process streamlining. Additionally, the committee requested legal analysis on the jurisdictional scope of WAKA services, particularly regarding Baltimore County residents, and urged that WAKA be recognized as the final arbiter in billing disputes to ensure independent decision-making. The meeting concluded with plans for follow-up hearings and coordination among WAKA, DPW, and the Office of Performance and Innovation to enhance system efficiency and customer relief delivery.