Billing Disputes & Queries

EACML is committed to maintaining accurate and transparent municipal billing. Property owners, residents, businesses, and other account holders who have questions about an invoice or believe that a charge requires clarification or review may raise a billing query through the designated municipal support channels.

Billing Queries
Users may contact EACML regarding questions about an invoice, including the billing period, property details, applicable service charge, calculation, payment status, or other information reflected on the bill.

Raising a Billing Dispute
Where a user believes that an invoice contains an error or that a charge has been incorrectly applied, a formal billing dispute may be submitted for review. The request should clearly state the nature of the dispute and provide the relevant invoice reference and supporting information where applicable.

Review and Verification
EACML will review the information provided against the relevant property records, billing details, and applicable service charge requirements. Where necessary, additional information may be requested to assist with the verification and resolution of the query.

Payment During a Dispute
Raising a billing query or dispute does not automatically suspend the payment obligation. Unless otherwise communicated by EACML, users should continue to observe the payment due date stated on the invoice while the matter is being reviewed.

Resolution
Where an error is identified following a review, the appropriate correction will be made to the billing record or account, as applicable. Where the invoice is found to be correctly issued, the user will be provided with clarification on the basis of the charge.

Supporting Information
To facilitate a timely review, users should provide the invoice reference, property or account details, nature of the query or dispute, and any relevant supporting information when contacting the Municipal Services team.

Contacting Municipal Services
Billing queries and disputes should be directed through the official EACML Municipal Services support channels. Users are encouraged to raise issues promptly after receiving an invoice to allow sufficient time for review before the payment due date.