Gilbert utility audit finds hundreds of potential billing errors but no systemic issues

An audit of Gilbert’s utility metering and billing did not find any systemic issues, but it did identify hundreds of potential billing errors, the East Valley town said.

In November, Gilbert hired consulting firm Kimley-Horn to conduct the comprehensive audit amid a rise in customer complaints about the size of their water bills.

“When our community raised concerns, we listened and took action. This audit reflects our commitment to earning your trust,” Mayor Scott Anderson said in a June 23 message to residents and business owners.

Kimley-Horn spent over six months reviewing the following elements of Gilbert’s utility operations and related business practices:

• Approximately 93,000 utility accounts
• Six years of billing data
• Millions of utility transactions
• Hundreds of physical water meters and meter radios

What did Gilbert utility audit reveal?

The auditors found that 99.5% of utility transactions were calculated correctly and 99% of meter radios functioned properly.

However, they also flagged abnormalities requiring further review for 3% of all accounts over a six-year period, with 381 residential accounts potentially overbilled and 941 residential accounts potentially underbilled.

The audit attributed most of the issues identified to human error related to system configuration and data handling.

The town said it is reaching out directly to all customers who may have been billed incorrectly.

The audit report included recommendations for improving operational procedures, data management practices and internal processes.

“We appreciate the patience and understanding that you have shown throughout this process. We remain committed to reviewing every impacted account, implementing improvements where needed and keeping residents informed every step of the way,” Anderson said.

Complaints about billing increased after Gilbert implemented new residential utility rates in 2024. The plan doubled the average cost of water and trash services over two years.

The Town Council approved another water rate hike earlier this year.

Gilbert offers residents free water efficiency checkups and rebate programs to encourage a reduction in water usage.

In addition, qualifying low-income households can apply for utility discounts of $40 per month.

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